The Head of Floor Operations holds end-to-end accountability for the daily operational performance, staffing, and compliance of live gaming floor and card room operations.The role ensures consistent execution of approved SOPs, fair people management, regulatory compliance, and high-quality incident handling across all live gaming areas, while adhering to the strategic and governance frameworks defined by the Casino Strategy team.
Key Responsibilities
Operational Ownership (Gaming Floor & Card Room):
- Oversee day-to-day execution of live gaming floor and card room operations.
- Ensure all operations are conducted in strict accordance with approved SOPs.
- Act as senior escalation point, for major operational and/or card room and gaming floor incidents.
Leadership & Management Oversight:
- Manage and develop operational managers and leads.
- Set clear expectations for operational discipline, fairness, and compliance.
- Ensure management standards are applied consistently across all teams.
Incident & Risk Management:
- Oversee investigation and resolution of serious incidents.
- Ensure incidents are properly documented and managed within approved procedures and escalated to HR, Compliance, or Surveillance when required.
- Identify operational or behavioural trends requiring procedural review.
People Management & Governance:
Ensure consistent application of:
- Performance management frameworks.
- Disciplinary procedures.
- Attendance and sick leave policies.
- Review high-risk disciplinary cases prior to escalation.
- Promote a culture of accountability and professionalism.
Scheduling & Workforce Planning
- Oversee scheduling governance through Scheduling Team Lead.
- Ensure schedules are fair, compliant, and operationally sound.
- Approve workforce coverage strategies and contingency plans.
Compliance & Regulatory Adherence:
- Ensure live gaming operations comply with gaming regulations, licensing
- requirements, company policies and approved SOPs.
- Support audits and inspections affecting floor and card room operations.
SOP Governance & Change Management:
- Ensure strict adherence to SOPs.
- Identify operational gaps, inefficiencies, or risks within existing SOPs.
- Formally escalate proposed SOP amendments through the designated committees.
- Provide operational impact assessments and recommendations to SOP review committees and Casino Strategy team.
- No assumes ownership or unilateral amendment authority over SOPs.
Key Competencies:
- Strong multi-layer leadership and people management skills.
- Deep operational expertise in live casino and card room environments.
- High integrity, consistency, and governance awareness
- Strong risk and incident management capability.
- Ability to operate within structured approval and committee frameworks.
Experience & Qualifications:
- Senior leadership experience in live casino operations.
- Proven experience managing managers and department leads.
- Strong exposure to regulatory compliance and audits.
- Experience working within formal SOP governance structures.
Success Measures:
- Stable and compliant daily operations.
- Zero unauthorised SOP deviations or amendments.
- Effective escalation of SOP improvement proposals.
- Consistent people management and disciplinary outcomes.
- Strong collaboration between Operations and Casino Strategy teams.
Whats in for you?
- 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, in addition to local public holidays.
- Birthday Leave, a paid day off in the month of your birthday.
- Competitive Salary.
- Hybrid Working (3 days office/2 days home).
- Risk Benefits such as Private Medical Insurance and Life Assurance (2x annual salary).
- Annual Wellness Allowance.
- Team Building Opportunities.
- Monthly Lunch Allowance.
- Parking (limited).
- Local discounts and more…
- Our team is committed to keeping remuneration and benefits under constant review to make sure what we offer stays relevant.
