Manager, VIP Relations

The Manager for VIP Relations leads shift operations for the Online Gaming VIP/Player Development team, ensuring all VIP activities are accurately documented, compliant, and audit-ready. The role supervises the team, reviews player records, comp requests, and disputes, and ensures proper escalation of high-risk cases. It maintains strict control over logging, comp, and credit processes, ensures timely handling of VIP concerns, and supports seamless shift handovers. Financial approvals beyond authority are escalated to the Sr. Manager. 1. Team Supervision & Shift Management Supervise VIP team, ensure SLA compliance, active player engagement, and same-shift logging. Review all comps and cases before escalation while enforcing accountability and protocols. 2. Case Management & Escalation Oversee VIP case queues, ensure timely resolution, and escalate high-risk or high-value cases with complete documentation. Track status and timelines. 3. Documentation & Record Integrity Ensure all interactions and financial data are accurately recorded, audit-ready, and compliant. Prevent missing or delayed entries. 4. Comp & Credit Execution Process comps, FM credits, and bonuses accurately within approval limits. Ensure zero-error execution and proper coordination for tracking and reconciliation. 5. Dispute Management Prepare complete dispute documentation, track cases end-to-end, coordinate with stakeholders, and ensure timely resolution. 6. Shift Control & Handover Maintain full shift oversight and provide structured handovers covering open items, risks, and updates. Ensure all records are updated with no pending gaps. 7. Hospitality & VIP Coordination Manage VIP reservations, requests, and engagements. Ensure all activities are executed, tracked, and aligned with service standards. 8. Compliance & Governance Ensure adherence to policies, approvals, and audit requirements. Escalate decisions beyond authority and maintain complete, verifiable records. Requirements 1. Bachelor’s Degree in Business Administration, Marketing, or a related field 2. Minimum 3–5 years experience in VIP handling within Online Gaming, Integrated Resorts, or a similar high pressure, customer-focused environment, with at least 2-3 years in a supervisory or managerial capacity. 3. Proven experience in team supervision, operations control, and VIP customer management 4. Strong familiarity with CRM systems, player analytics, and gaming operations