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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.
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.
Oversee VIP case queues, ensure timely resolution, and elevate high-risk or high-value cases with complete doc...