Senior Retail Compliance Specialist
Senior Retail Compliance Specialist
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Job Description
Range:
66400.00 - 99600.00 CADJob Description:
Senior Retail Compliance Specialist
GAME ON OLG needs you
Weve said GAME ON and we mean it OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital retail lottery and land-based gaming channels. Over the course of fiscal 2023-24 OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.
We are ready to take this game to the next level and need a passionate Senior Retail Compliance Specialist to be accountable for the effective review of failed Mystery Shops and other breaches of OLGs Retailer Policy Manual (RPM) completing the associated education communication eLearning tracking and/or penalty enforcement to reduce risk to OLG and its customers by increasing Retailer compliance with AGCO standards & regulations and the Retailer Policy Manual (RPM).
YOUR ROLE IN THE GAME
Reporting to the Manager Customer Care Retail Compliance you will be empowered to:
Carry out the review and follow-up related to compliance issues at retail locations in accordance with OLGs Retailer Policy Manual Policies and Procedures and AGCO Standards & Regulations.
Review and analyze reports on retailer activity and take action to minimize impact on the customer ensure retailer compliance and protect the integrity of OLGs products and processes.
Maintain records related to non-compliance and ensure all evidence reports and notes are accurate and concise as to withstand scrutiny and compliance with Retailer Policy Manual.
Act as the primary point of contact for internal and external stakeholders to review retailer non-compliance incidents or associated penalties and for the OLG Retailer Mystery Shop program (Vendor Managed).
Apply corrective actions relating to retailer non-compliance in accordance with the Retailer Policy Manual and associated Penalty Matrix.
Establish working relationships with internal stakeholders by providing expert advice on new/existing products technology and customer facing issues and collaborate to ensure investigations remain comprehensive accurate and detailed.
Manage and ensure compliance by Retailers with assigned eLearning completion.
Serve as the primary point of contact for retailer inquiries offer advice and guidance regarding compliance products and services to ensure retailers continue to serve as a strong partner to OLG
Develop and maintain knowledge of OLG products systems services and promotions and continuously seek opportunities to improve department processes and procedures to ensure efficient and effective operations.
Follow-up on cases of non-compliance via outbound phone calls providing exceptional customer service aligned with OLGs policies and procedures.
WHAT YOU NEED TO PLAY
Work Experience: 2 years of relevant experience; demonstrated experience working in a customer service or investigations industry with emphasis on complaint handling and early resolution; proven experience in effective written communication relating to documenting situations and findings as well as reporting.
Education: University degree or college diploma in a relevant field; knowledge of provincial regulator/retailer compliance programs understanding of gaming entertainment or other similar industries and/or strong understanding of OLG operations and information technology systems (preferred).
Critical Skills: Analytical/problem solving/decision making skills; stress management facilitate competing priorities; effective teamwork; attention to detail; de-escalation skills; good judgement time management verbal and written communication and interpersonal skills
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do whats right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
- Flexible Work Environment: to help balance both work and life
- You Matter: family friendly work practices and hybrid work
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic Self: environment that values diversity as a source of strength
- Learning Galore: 24-7 access to robust online learning programs
- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG GAME ON!
OLGs purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including lottery land-based casinos digital lottery and casino horseracing and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true positive partnerships that embrace trust clarity and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity diversity and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business we are unwavering when it comes to living our purpose and ensuring our business delivers meaningful benefits for the people of Ontario. OLGs net profits are reinvested back into the province contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at
We look forward to hearing from you interested applicants please apply online by September 30 2025.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
#LI-Onsite
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act 1999 SO 1999 c 12 Sch L and the Employment Standards Act 2000 S.O. 2000 c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws OLGs Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection please contact 800-70 Foster Drive Sault Ste. Marie ON P6A 6V2.
Required Experience:
Senior IC
Employment Type
Full-Time
