Manager Customer Care Retail Compliance & Player Protection

Range:

Job Description:

We are ready to take this game to the next level and need someone passionate to lead the establishment and monitoring of effective business controls related to the Lottery Retailer Agreement and Policy Manual OLG Policy and Regulatory Standards. The role provides managerial oversight and guidance to a team of Senior Retail Compliance Specialists and Senior Player Protection Specialists.

YOUR ROLE IN THE GAME

Reporting to the Director Customer Care Retailer Services you will be empowered to:

• Manage the day-to-day operations and performance of the Sr. Retail Compliance and Sr. Player Protection Specialists to ensure alignment with the overall strategic plan.

• Lead Senior Retail Compliance Specialists and Senior Player Protection Specialists in their day-to-day operations and develop their skills and capabilities through mentoring and coaching to build a high performing and engaging work environment

• Contribute to the development and/or amendment of internal controls policies guidelines and standards including the Retailer Agreement and Policy Manual Mystery Shop Program Lottery Control Activity Matrix and others in collaboration with Director Customer Care Retailer Services Lottery Regulatory Controls team and other internal stakeholders as required.

• Understand corporate policies and procedures and ensure department is compliant

• Provide recommendations and implement agreed changes to Retailer Agreement and Policy Manual on all best practice initiatives non-compliance and breaches of internal controls

• Act as the primary point of contact for the regulator with respect to changes to Lottery products services or technologies which may impact retailer compliance with regulatory standards and OLG policy.

• Conduct routine reviews/audits of retailer adherence to Retailer Agreement and Policy Manuals policies and practices through Mystery Shop program report findings and draft recommendations regarding potential program improvements

• Ensure accurate and complete records related to retailer non-compliance are maintained and reported to the Regulator as required.

• Oversee the levying of penalties enacted to retailers as per Retailer Agreement and Policy Manual and in consultation with Investigations Legal and other internal stakeholders as required.

• Meet with lottery compliance business units on a regular basis to review and ensure compliance of Retailer Agreement and Policy Manual and that the auditing of compliance action and Retailer remedial training and education is carried out.

• Provide ongoing information and direction to OLG gaming/lottery managers and senior management on AGCO compliance issues as well as specific compliance investigations.

• Manage and maintain a required relationship and reporting matrix with the Alcohol and Gaming Commission of Ontario (AGCO) concerning regulatory matters which impact OLG operations.

• Confer with the AGCO regional managers on resolution to retailer complaints to AGCO on actions OLG has taken.

• Manage and maintain the relationship with Mystery Shop vendor ensuring their adherence to Master Service Agreement in their execution of the Mystery Shop program as contracted

• Understand risks and escalation to successfully serve as point of contact for staff both on-site and on-call as required.

• Support Senior Management team on Customer Care projects and initiatives as needed.

WHAT YOU BRING TO THE GAME

Education & Experience:

• Degree in business or a related field

• Demonstrated understanding of policy development and implementation

• 5 years of relevant experience

Relevant Skills:

• People leadership

• Policy Development

• Stakeholder management

• Problem solving

• Negotiating

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity diversity and inclusion: Core to OLGs culture empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you interested applicants please apply online by April 21 2026.

#LI-Onsite

Please Note: Unless otherwise specified all positions are required to work fully onsite.

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 welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn we encourage you to applyeven if you dont meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

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.