Manager Prize Claims Processing

Manager, Prize Claim Processing (Onsite)

GAME ON – OLG needs you

We’ve 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 Manager, Prize Claims Processing to be responsible for overseeing daily operations and managing a team of Customer Service Specialists with a focus on quality and efficiency of prize claims processing (<$10K). In this role it is essential that the manager is consistent in the application of company policies and the collective bargaining agreement. This role requires strong leadership, operational expertise in a highly regulated environment and the ability to foster positive relationships while meeting organizational goals. The role is accountable for the development of staffing plans and people performance to ensure customer demand is satisfied within service level, while delivering on OLG’s vision of an effortless online claims experience.

YOUR ROLE IN THE GAME

Reporting to the Senior Manager, Prize Centre Operations, you will be empowered to:

Operational Management

• Oversee day-to-day operations, ensuring tasks/cases are completed on time and according to established AGCO, ILC, Operational, and Corporate Compliance standards.
• Monitor workflow, identify bottlenecks and implement process improvements to enhance efficiency
• Ensure compliance with operational policies, safety regulations and union agreements

Team Leadership

• Supervise, mentor and evaluate the performance of unionized employees
• Lead a team of Customer Service Specialists and Seniors, developing their skills and capabilities through performance feedback and coaching to build a high performing and engaging work environment.
• Ensure proper staffing levels and manage schedules to meet operational demands
• Handle performance management, coaching and development of team members
• Manage all staffing related priorities including scheduling, recruitment, attendance management, performance management and development planning
• Lead huddles and other group communication tactics to communicate information, including performance against targets while ensuring alignment with broader initiatives across Lottery and Customer Care

Labour Relations & Compliance

• Maintain positive relationships with union representatives and ensure compliance with collective bargaining agreements
• Participate in grievance handling and resolution processes
• Ensure fair and consistent application of company policies and disciplinary procedures

Reporting & Data Management

• Track and analyze key operational metrics (e.g. productivity, attendance and quality)
• Prepare reports for senior management and recommend operational improvements based on data insights
• Prepare and investigate payments
• Develop and manage to forward focused labour plans, ensuring achievement of performance targets
• Contribute to design and manage performance metrics/KPIs; develop corrective measures to address gaps in productivity, quality and customer experience
• Ensure training content and nesting strategies are aligned to deliver on operational expectations and time to proficiency targets

Continuous Improvement

• Drive continuous improvement initiatives to enhance operational performance
• Collaborate with other departments to streamline processes and implement best practices
• Actively participate in corporate led, or divisional projects as defined in strategic roadmaps and ensure staff compliment has capacity to participate
• Understand issues and risks requiring escalation and ensure Senior Management are kept informed
• In collaboration with the Senior Manager, serve as the point of contact for any audits that touch the assigned areas of responsibility

WHAT YOU NEED TO PLAY

Work Experience: 5+ years of people leadership experience; 5+ years of experience in operations management in a unionized environment

Education: University Degree in Business Administration / Operations Management or equivalent; Sound understanding of human resource management, operational planning, lean concepts, general business administration, and participatory team leadership

Critical Skills: Strong understanding of labour relations and collective bargaining agreements; Experience managing in a unionized environment; Proven leadership and team management skills; Proficiency in data analysis and reporting tools (MS Excel, MS Office); Excellent communication, conflict resolution and organizational skills; Planning and workforce management; An understanding of lean concepts; CRM (preferably MS Dynamics) experience; Data preparation and analysis; Detail oriented; Sound judgement / risk management

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness

Licenses, Registrations, Certificates:

This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.

#LI-Onsite

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!

OLG’s 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. OLG’s 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 www.olg.ca

We look forward to hearing from you, interested applicants please apply online by September 24, 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 careers@olg.ca 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.

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, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2._