Senior Shift Manager
The Senior Shift Manager role involves providing leadership to the team of Shift Managers, empowering them to ensure a professionally managed studio. The role oversees the overall performance of live games and ensures compliance with internal quality standards and regulatory requirements. Regular reviews of operational processes are conducted to recommend improvements for efficiency and effectiveness.
The Senior Shift Manager also manages and mentors Shift Managers, fostering team development and a culture of high performance. Performance evaluations and constructive feedback are provided to Shift Managers and their teams. Training and development programs for new and existing staff are coordinated to ensure adherence to operational standards.
Real-time operations are monitored for any issues, ensuring immediate corrective actions are taken and documented. Communication among different departments is fostered to address operational challenges efficiently. Timely reporting and logging of incidents are ensured, with follow-up on unresolved issues.
Company policies, studio etiquette, and code of conduct are enforced across all operational staff. Non-compliance issues are addressed and escalated as needed, and training on SOP updates or revisions is conducted. Adherence to safety, security, and responsible gaming standards throughout the casino is ensured.
Detailed shift reports are compiled and presented to upper management, including performance metrics, operational challenges, and staff developments. The shift handover process is managed effectively, providing clear updates to incoming managers to ensure seamless operations. Operational KPIs are tracked and analysed, with deviations addressed through appropriate action plans.
The Senior Shift Manager serves as a point of escalation for serious incidents or emergencies, ensuring adherence to company protocols during crises. The response to unusual activities or AML concerns is led, coordinating with Compliance/Legal and other relevant departments. Additional ad-hoc duties may be requested as per company requirements.
- Provide leadership to the team of Shift Managers, empowering them to ensure a professionally managed studio.
- Oversee the overall performance of live games and ensure compliance with internal quality standards and regulatory requirements.
- Conduct regular reviews of operational processes and recommend improvements for efficiency and effectiveness.
- Manage and mentor Shift Managers, fostering team development and a culture of high performance.
- Conduct performance evaluations and provide constructive feedback to Shift Managers and their teams.
- Coordinate training and development programs for new and existing staff, ensuring adherence to operational standards.
- Monitor live operations for any issues, ensuring immediate corrective actions are taken and documented.
- Foster communication among different departments (Tech, Surveillance, Operations, Admin, etc.) to address operational challenges efficiently.
- Ensure timely reporting and logging of incidents and follow up on unresolved issues.
- Enforce company policies, studio etiquette, and code of conduct across all operational staff.
- Address and escalate non-compliance issues as needed and conduct training on SOP updates or revisions.
- Ensure adherence to safety, security, and responsible gaming standards throughout the casino.
- Compile and present detailed shift reports to upper management, including performance metrics, operational challenges, and staff developments.
- Manage the shift handover process effectively, providing clear updates to incoming managers to ensure seamless operations.
- Track and analyze operational KPIs, addressing deviations with appropriate action plans.
- Serve as a point of escalation for serious incidents or emergencies, ensuring adherence to company protocols during crises.
- Lead the response to unusual activities or AML concerns, coordinating with Compliance/Legal and other relevant departments.
- Perform additional ad-hoc duties as per company requirements.
- Extensive experience in live casino operations (Shift Manager, Pitboss, Senior Dealer, or similar) (required)
- Proven track record of leadership and managing operational teams (required)
- Strong familiarity with studio workflows, card room processes, and casino dynamics (required)
- Flexibility to work weekends, and/or holidays (required)
- Exceptional written and verbal communication skills (required)
- Exemplary leadership and command presence, with the ability to inspire and manage a diverse team (required)
- Excellent problem-solving and conflict-resolution abilities, with high emotional intelligence (required)
- Strong understanding of live casino operations, gameplay regulations, and risk management principles (required)
- Ability to thrive in high-pressure environments and multitask efficiently (required)
- Proactive, detail-oriented, and focused on continuous improvement (required)
- Experience a dynamic and team-orientated work environment.
- Opportunities for personal growth and learning.
- An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome.
- 24 days paid holiday per year. This is in addition to local public holidays.
- Life Assurance (2x annual salary).
- Private Medical Insurance.
- Access to an in-house gym.
- €400 annual wellness allowance.
- Team Building Opportunities.
- €80 food allowance.
- Parking (limited).
- Local discounts and more.
Eeze is a business-to-business iGaming provider specialising in live casino and slot content, headquartered in Malta. Part of the Tain Group, it draws on more than two decades of industry experience to supply live dealer games, game shows and a gamification suite to online operators. The company runs its own studios producing live casino and game-show content, and employs over 600 people across offices in Malta, London and Bucharest. Its portfolio spans table classics such as blackjack, roulette and baccarat alongside customisable live experiences.