Senior Retail Compliance Specialist

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 Senior Retail Compliance Specialist to be accountable for the effective review of failed Mystery Shops and other breaches of OLG's 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 OLG’s 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 OLG’s 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 OLG’s 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 what's 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!

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 30, 2025.