Retail Provisioning Team Manager
Allwyn UK | Watford | Full-time | apply.workable.com |
Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
About us:
We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.
We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications.
Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Purpose of Role:
The Retail Provisioning Team is responsible for the end to end management of all installations, de-installations, changes to terminals and related activities within the retailer estate, ensuring that the maximum number of terminals are trading at all times.
In addition the Retail Provisioning team is the guardian of retailer data and provides defined GamCom reporting on terminal activity within the retail estate.
• To maximise trading terminal availability in the estate.
• To manage the provisioning team to ensure all retail events are effectively and efficiently executed through appropriate processes meeting agreed SLA’s
• To manage effective liaison between retail customers and supplier implementation teams to ensure optimum service delivery and order fulfilment
Key Accountabilities or Duties:
• Lead, manage and motivate the Provisioning Team in line with the Customer & Retail Care strategy.
• Manage effective liaison between retail customers (internal and external; i.e. supplier) and implementation teams to ensure optimum service delivery and order fulfilment.
• Develop and implement internal SLA’s and customer service measurements.
• Organise training and coach the team to improve issues and incident management.
• Liaise with Allwyn commercial, supply chain and customer operation teams to coordinate activities and manage relationships with key retailer contacts.
• Conduct regular service performance analysis, implementing appropriate steps to address underperformance, develop and implement plans for continuous improvement.
• Prepare and produce management information as required
• Undertake the preparation and production of GamCom reports and audits
• Monitor network terminal numbers and distribution to ensure compliance with license commitment.
• Ensure all agreed departmental KPI’s are achieved resulting in an optimum level of service being delivered at all times.
• Manage escalations and complaints through to resolution including implementation of resulting improvement actions.
Key measures of success:
• Able to work through and prioritise workload.
• Delivery of Terminal Trading Plan
• Management of Events within SLA
• Excellent satisfaction scores
• Management of 3rd party suppliers to SLA
Key skills and experience:
• Effective people management experience
• Excellent interpersonal skills
• Numerical, analytical & planning skills coupled with the ability to read and manipulate spreadsheets to manage and control budgets
• Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures
• Proven track record of developing and implementing continuous improvement both in process, technology and working practices
• Previous experience of working with customer facing and commercially orientated teams
• Knowledge of Third Party supplier contracts to a sufficient level to enable negotiation
Benefits
• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection
About us:
We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.
We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes.
Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications.
Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
While the main contribution of the National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Purpose of Role:
The Retail Provisioning Team is responsible for the end to end management of all installations, de-installations, changes to terminals and related activities within the retailer estate, ensuring that the maximum number of terminals are trading at all times.
In addition the Retail Provisioning team is the guardian of retailer data and provides defined GamCom reporting on terminal activity within the retail estate.
• To maximise trading terminal availability in the estate.
• To manage the provisioning team to ensure all retail events are effectively and efficiently executed through appropriate processes meeting agreed SLA’s
• To manage effective liaison between retail customers and supplier implementation teams to ensure optimum service delivery and order fulfilment
Key Accountabilities or Duties:
• Lead, manage and motivate the Provisioning Team in line with the Customer & Retail Care strategy.
• Manage effective liaison between retail customers (internal and external; i.e. supplier) and implementation teams to ensure optimum service delivery and order fulfilment.
• Develop and implement internal SLA’s and customer service measurements.
• Organise training and coach the team to improve issues and incident management.
• Liaise with Allwyn commercial, supply chain and customer operation teams to coordinate activities and manage relationships with key retailer contacts.
• Conduct regular service performance analysis, implementing appropriate steps to address underperformance, develop and implement plans for continuous improvement.
• Prepare and produce management information as required
• Undertake the preparation and production of GamCom reports and audits
• Monitor network terminal numbers and distribution to ensure compliance with license commitment.
• Ensure all agreed departmental KPI’s are achieved resulting in an optimum level of service being delivered at all times.
• Manage escalations and complaints through to resolution including implementation of resulting improvement actions.
Key measures of success:
• Able to work through and prioritise workload.
• Delivery of Terminal Trading Plan
• Management of Events within SLA
• Excellent satisfaction scores
• Management of 3rd party suppliers to SLA
Key skills and experience:
• Effective people management experience
• Excellent interpersonal skills
• Numerical, analytical & planning skills coupled with the ability to read and manipulate spreadsheets to manage and control budgets
• Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures
• Proven track record of developing and implementing continuous improvement both in process, technology and working practices
• Previous experience of working with customer facing and commercially orientated teams
• Knowledge of Third Party supplier contracts to a sufficient level to enable negotiation
Benefits
• 34 days paid leave (This includes bank holidays)
• 2 x Life Days
• 4 x Salary of Life Insurance
• Pension: We’ll contribute 8.5%
• BUPA
• £500 wellness allowance
• Income Protection
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