Job Purpose

The Surveillance Manager is the operational leader responsible for overseeing the full surveillance function within the online casino studio. This includes direct management of the Surveillance Officers, ensuring real-time monitoring of live casino tables, safeguarding game integrity, supporting operational teams, and enforcing compliance with all Standard Operating Procedures (SOPs).

The Surveillance Manager plays a critical role in loss prevention, incident detection, escalation, and maintaining a fair and secure gaming environment. The role requires high attention to detail, strong leadership, and the ability to make fast, informed decisions under pressure.

Key Responsibilities

Leadership & People Management

· Lead, supervise, and motivate the Surveillance Officers on shift.

· Manage team performance reviews, coaching, and training initiatives.

· Ensure the department is staffed appropriately for 24/7 operational needs.

· Support team development by identifying skill gaps and providing structured feedback.

· Uphold professionalism, confidentiality, and integrity within the team.

Operational Oversight

· Monitor all live casino tables and card rooms through surveillance software and CCTV systems.

· Ensure that Surveillance Officers follow all monitoring protocols, reporting guidelines, and escalation procedures.

· Maintain full oversight of incident response, ensuring timely investigation and accurate reporting.

· Validate escalations from officers, ensuring decisions are consistent and aligned with internal policies.

Game Integrity & Compliance

· Oversee monitoring for potential collusion, fraudulent activity, or abnormal betting patterns.

· Identify unreported dealer/presenter mistakes, irregularities in gameplay, or non-compliance with SOPs.

· Ensure immediate corrective actions are taken and communicated to relevant departments such as Operations, Tech, Risk, or Quality.

· Maintain strong understanding of gaming rules, procedures, system behaviour, and game-specific risks.

· Ensure all activities are compliant with regulatory requirements and internal policies.

Incident Management & Reporting

· Lead all major incident investigations, ensuring evidence, footage, and logs are captured accurately.

· Validate incident reports before submission to senior management or compliance teams.

· Conduct post-incident reviews and implement preventative measures to avoid repeat cases.

· Escalate high-risk cases (player collusion, staff misconduct, major technical faults) promptly to senior stakeholders.

Surveillance Systems & Equipment Control

· Oversee the operation, maintenance, and performance of CCTV and surveillance monitoring systems.

· Ensure proper storage, retrieval, and security of recorded footage.

· Collaborate with IT/Studio teams for upgrades, troubleshooting, and system testing.

· Approve access levels for staff and ensure confidentiality protocols are enforced.

Cross-Department Collaboration

· Work closely with Operations, Card Room Management, Live Presentation Standards, and Risk teams to ensure full integrity across the studio.

· Provide surveillance insights to Operations for training, coaching, or compliance improvement.

· Participate in interdepartmental audits and regulatory-related inspections.

Policy, SOP, and Process Management

· Maintain and update Surveillance SOPs to reflect new risks, technologies, or gaming formats.

· Ensure team compliance with all documentation standards, including logs, player incidents, staff-related incidents, and technical irregularities.

· Conduct periodic internal audits to ensure adherence to monitoring procedures.

Additional ad-hoc duties may be requested as per company requirements

Qualifications & Skills Required

· 5+ years of experience in surveillance, operations, risk, or gaming integrity (online casino preferred).

· Proven leadership or supervisory experience.

· Excellent attention to detail and strong analytical skills.

· High integrity, confidentiality, and ability to handle sensitive information.

· Strong communication skills and ability to manage escalations calmly and professionally.

Preferred Skills

· Experience in managing surveillance teams in gaming or 24/7 operational environments.

· Knowledge of relevant regulatory frameworks and compliance standards.

· Familiarity with CCTV systems, monitoring software, and incident reporting tools.

Key Competencies

· Decision Making & Risk Management

· Leadership & Coaching

· Integrity & Confidentiality

· Attention to Detail

· Conflict Resolution

· Technical Aptitude

· Strong Documentation Standards

· High Situational Awareness