Surveillance Supervisor

Job Responsibilities:

• Provides supervisory assistance and reports to the Surveillance Shift Manager or Assistant Shift Manager, ensuring that NUSTAR Casino's day to day activities are observed with top level of Protection and done with the highest levels of integrity and security. This position is also responsible for providing a mentoring, coaching, assistance as well as guidance to less experienced Operators, and when necessary, will act in the capacity role of Surveillance Operations Assistant Manager.

• Lead a small team

• Lead by example and provide team leadership.

• Coordinate and allocate responsibilities according to operational needs.
• Set performance and professional standards for team members through example.
• Promote a positive work environment to ascertain team performance.
• Report team member concerns to Operations Manager.
• Uphold team members morale, work performance and professionalism by promoting a positive work environment.

• Supervise staff performance and attendance

• Impart Staff performance feedback in a professional manner.

• Identify and resolve performance and attendance issues.
• Conduct performance appraisals in accordance with NUSTAR's Performance Appraisal System.
• Maintain accurate employee file.

• Work Operation Supervision

• Sustain and manage workplace records, ensuring reports, log entries, etc. are correct and completed in a timely manner.

• Provide assistance to team members when handling major/ difficult situations, resolve the problem and make sound decision.
• Dictate operational work flow as per business needs, ensuring camera coverage of required incidents are maintained, incidents are managed and concerned departments and personnel are well informed, and done accurately in a timely manner.
• Initiate and ensure teams compliance of the Surveillance operating rules and guidelines.

• Assist in the training of new and existing employee

• Coach new Surveillance team members on the job.

• Coach team members on an individual basis, presenting new information accurately and in a timely, approachable manner.

• Manage an effective relationship with internal customers

• Monitor and manage the professional image presented by the Surveillance department in all dealings with customers, whether in person, by telephone/radio, electronically, etc.

• Ensure all situations are handled discreetly and confidentially providing an example of the professional behavior required by the Surveillance department.

• Promote good working relationship with colleagues and customers

• Ensure necessary information is conveyed properly in a timely manner to relevant customers and team members.

• Uphold a professional relationship with customers and team members, ensuring approachability and discretion.
• Keep and maintain a professional image.
• Represent the Surveillance department by attending meetings with Gaming, other cash handling departments and others.

• Health, Safety, and Confidentiality

• Ensure adherence to occupational health and safety standards within the Surveillance room.

• Safeguard the confidentiality of Surveillance information and evidence.
• Ensure data security and prevent unauthorized disclosure.

• Manage OH&S in the Workplace

• Ensure the maintenance of all statistical information for the department by checking all logs and recording the information from the logs in the appropriate work file.

• Work with colleagues

• Ensure relevant information is communicated effectively and in a timely manner to appropriate team members.

• Maintain a professional relationship with team members, ensuring approachability and discretion.
• Maintain a professional image.

• Deal with conflict situations

• Identify and resolve conflict situations.

• Respond to team member complaints, dealing and documenting the issues and outcomes accurately and in a timely manner.

• Confidentiality & Policy

• Safeguard all confidential information whilst exercising due care to prevent its improper disclosure/use.

• Comply with all company policies, rules, regulations, procedures, and department ethics; and to perform all duties in accordance with the highest professional standards at all times.
• Champion Surveillance CORE Values - Vigilance, Integrity, Confidentiality, Accountability, Teamwork and Professionalism.
• Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
• To execute other duties as directed by the Shift Manager or Assistant Manager, Surveillance.

Qualifications:

• At least 3 years of work experience as Surveillance Senior Operator or Operator in IR Casino.
• Casino Game Protection proficiency.
• Basic statistics & mathematics – Level 12 equivalent.
• English language skills (written and spoken) essential.
• Computer literate with working knowledge of MS Office applications (Word, Excel, PowerPoint, Outlook).
• Any college course/degree.
• Strong knowledge of casino gaming operations, surveillance procedures, and regulatory requirements.
• Proficiency in operating and managing surveillance systems (CCTV, analytics software, and incident reporting tools).
• Ability to analyze surveillance footage, detect irregularities, and provide accurate, timely reports.
• Solid understanding of internal controls, compliance protocols, and incident escalation procedures.
• Team leadership with the ability to supervise, coach, and mentor operators and supervisors.
• Workforce planning and scheduling to ensure 24/7 operational coverage.
• Decision-making under pressure, particularly during incidents and investigations.
• Conflict resolution and people management skills to handle sensitive staff and operational issues.
• High level of integrity, discretion, and ethical standards in handling confidential information.
• Strong communication skills for inter-department coordination and regulator interaction.
• Attention to detail with excellent problem-solving and analytical thinking.
• Adaptability and resilience in a fast-paced, high-pressure operational environment.