Assistant Charities Manager

Job Summary

The job holder is responsible for overseeing claims and lottery operations, managing staff, assisting with financials, and representing management in claim-related issues, requiring expertise in betting rules and customer service.

Major Tasks

•    Oversee the overall Claim and related operations and address any urgent matters or escalations;
•    Ensure the team to review, prepare investigation reports and approve claim cases, adherence to established processes and procedures, as well as compliance with the Club’s policies and statutory requirements;
•    Monitor the progress and quality of the team to ensure their efficiency and effectiveness in meeting KPIs;
•    Assist the Line Manager to manage appropriate processes for handling incidents and customer/grantee requests;
•    Work closely with cross-functional teams to resolve incidents promptly and efficiently;
•    Support the Line Manager in resources planning for effective operations within budget;
•    Manage comprehensive financial planning, forecasting, resource allocation, and financial reporting to optimize operational efficiency and cost control;
•    Support senior manager in actualising the process optimisation initiatives;
•    Collaborate with team to review processes, draft manuals, and identify areas for improvement to enhance service efficiencies;
•    Contribute to routine governance or audit reviews to ensure compliance with regulations and safeguard the integrity of the claims operations;
•    Ensure staff certifications, including training on bribery and AML, personal data privacy, and handling confidential documents (if required);
•    Ensure compliance with the Club’s policies and all legal requirements, thereby protecting the integrity of the Club's business;
•    Supervise, coach and develop Claims Management staff, and oversee the team's work quality and productivity;
•    Implement internal controls within the claims process and assists in establishing claims procedures
•    Support the development and growth of team members through coaching and mentorship;
•    For Charities & Community staff, they should also:
o    Verify the proper approvals based on policy, supporting documents and related routines, including liaison work with internal teams to ensure adherence to reporting timetables and ensuring compliance with policies and statutory requirements;
o    Analyse financial information for claims reporting including variance analysis against approved budgets
o    Assist in preparing the periodic disbursement forecasts;
o    Coordinate with grantees and programme teams in budget virement review, referring to grant guidelines
o    Liaises with stakeholders to resolve discrepancies and work with internal teams to enhance the process
•    Undertakes other duties as assigned by Line Manager

Education

Qualifications

Experience