Manager - Coding Operations Support

Position Summary

The Manager, Database Operations Support is responsible for leading the day-to-day operation of the Coding Support Team to ensure timely, accurate, and well-controlled execution of player coding and related services under the new coding rules. The role will oversee service delivery, governance, stakeholder coordination, manpower planning, and continuous process improvement to support smooth frontline operations and strong database discipline. The role is intended to support the new coding workflow and the facilitation processes introduced as part of the rollout.

Primary Responsibility

-    Lead and manage the Database Support Team to deliver timely, accurate, and consistent support for host coding and related service requests.
-    Oversee daily operations across the service window and ensure adequate coverage, workload allocation, and escalation handling.
-    Establish and maintain operating procedures, service standards, control checks, and documentation for coding-related processes.
-    Ensure all coding activities are executed in accordance with approved policies, rules, and governance requirements.
-    Serve as the primary escalation point for complex coding cases, exceptions, disputes, or urgent operational matters.
-    Work closely with Customer Loyalty, IRS, Hosts, IT/System support, and other relevant stakeholders to ensure smooth rollout and ongoing execution.
-    Monitor service levels, processing turnaround, coding accuracy, and issue trends; provide regular management updates and recommendations.
-    Drive training, coaching, and performance management for team members to ensure readiness and consistency in execution.
-    Identify workflow bottlenecks, control gaps, and improvement opportunities, and recommend practical solutions.
-    Support implementation of changes arising from future refinements to coding rules, assignment methods, and KPI/reporting frameworks.

Requirements

-    Bachelor’s degree or equivalent practical experience in operations, customer loyalty, database operations, hospitality, gaming, or a related discipline.
-    Minimum 5–8 years of relevant operational experience, with prior team management or supervisory experience preferred.
-    Strong understanding of service operations, process controls, case handling, and stakeholder coordination.
-    Experience in customer database, player development, host support, loyalty operations, or related operational environments is an advantage.
-    Strong leadership, communication, and problem-solving skills.
-    Able to work in a fast-paced environment and manage multiple operational priorities.
-    Good analytical skills and attention to detail.
-    Comfortable using operational systems, Excel, and reporting tools.
-    Willingness to support a 7-day operation and respond to urgent business needs when required.