Job Description

We're looking for a Draw Operations & Customer Service Supervisor to work onsite within our Winnipeg Office at 140 Otter Street a for an 18-month term.
This operations expert will can help manage the nuts and bolts of the second chance draw programs we offer our lottery clients around the world. In addition to second chance draw operations, this role will be responsible for overseeing the customer service function. The successful candidate will get toexperience working in multiple areas of the business, working closely with the internal marketing, digital solutions, and computer operations teams and will report directly to the Vice President, Loyalty & Digital Engagement.
In addition to the internal teams, this position will work with our lottery partners, providing guidance and productexpertise to ensure flawless operational execution and maximize program performance.
Who We Are
With a legacy spanning over a century, Pollard Banknote has become a world leader in instant ticket manufacturing and digital lottery solutions that enhance player engagement through cutting-edge technology. Our diverse and talented team brings ideas to life through creativity, innovation, and collaboration. From exciting lottery experiences to impactful partnerships, we're shaping the future of gaming and making a difference in millions of lives. Join us and help reimagine how the world plays.
What We Offer

• Competitive compensation
• Profit sharing program - every role plays a part in our success!
• Comprehensive Group Benefits
• Opportunities for professional development
• On-Site Cafeteria & Outdoor Patio
• On Site Gym
• A variety of committee-driven employee engagement activities
• Free Parking
• Hybrid Work Environment

What You'll Do

• Oversee draw operation activities including planning, managing and execution of draws which includes drafting procedures, scheduling, ensuring alignment with contractual obligations and supervising all draw activities.
• Serve as the liaison between our lottery partners and our internal teams to ensure all draw procedure documentation is approved, scheduled and executed according to contractual obligations.
• Coordinate post-draw file transfers, audit reports, and website/mobile app updates with winner postings
• Manage customer service for our loyalty programs to ensure we are providing the right level of support and respond to concerns, and escalations from customers.
• Deliver regular reporting as it relates to customer service operations to our internal and external stakeholders.
• Oversee our prize fulfillment and winner contact responsibilities, including responding to requests for quotes, reviewing winner communication, liaising with finance teams, and providing periodic status updates to customers

Who You Are

• Highly organized individual with a passion for establishing processes and identifying ways to improve efficiency and effectiveness of our draw and customer service operations.
• A strong communicator who can interact directly with customers to articulate concerns, manage escalations and resolve problems.
• A quick learner with an aptitude for technical understanding to better serve draw and customer support troubleshooting and management.
• A proactive individual with high attention to detail, who can prioritize work, effectively manage multiple activities and work with all levels.

What You'll Bring

• Highly organized individual with a passion for establishing processes and identifying ways to improve efficiency and effectiveness of our draw and customer service operations.
• A strong communicator who can interact directly with customers to articulate concerns, manage escalations and resolve problems.
• A quick learner with an aptitude for technical understanding to better serve draw and customer support troubleshooting and management.
• A proactive individual with high attention to detail, who can prioritize work, effectively manage multiple activities and work with all levels.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.
Employment is contingent upon a satisfactory response from a Criminal Record Search.

Skills Required