Team Leader Position at Hollywoodbets – eMalahleni, Mpumalanga | Retail & Gaming Leadership Role

Hollywoodbets is recruiting a Team Leader to manage branch operations and drive business objectives in eMalahleni, Mpumalanga, South Africa. This full-time, onsite position offers an opportunity to join one of South Africa's leading gaming and betting brands, working within a dynamic retail environment where leadership, customer service excellence, and operational compliance are essential. The role is designed for professionals with retail, gaming, or betting experience who are ready to lead teams, manage cash operations, and create exceptional guest experiences while contributing to the company's continued growth across Africa and the United Kingdom.

Overview

Position: Team Leader
Organisation: Hollywoodbets
Location: eMalahleni, Mpumalanga, South Africa
Work Arrangement: Onsite
Employment Type: Full-time
Minimum Experience Required: 12 months within the Retail, Gaming, or Betting industry

About the Opportunity

The Team Leader position at Hollywoodbets involves managing the branch to achieve business objectives in accordance with the Region and Retail Operations Strategy. This leadership role requires a hands-on approach to branch operations, including driving business results through customer engagement, managing cash administration processes, ensuring compliance with regulatory requirements, overseeing team member rosters and performance, and maintaining high standards of branch appearance and security.

Successful candidates will join a like-minded, authentic team eager to achieve goals, embrace challenges within a vibrant and fast-paced industry, and grow through development plans and a culture that supports career advancement.

Key Responsibilities

Branch Growth

• Ensure achievement of targets within designated areas in accordance with branch budgets
• Drive business results by creating open dialogue with guests to educate them on all branch products
• Ensure betting boards are updated timeously throughout the day
• Update memos, card changes, results, and scratchings as they occur
• Maintain comprehensive knowledge of all game rules, odds, and payouts
• Ensure team members are knowledgeable about confirmation limits and contact the BSC department before laying bets over the limit
• Take customer bets where applicable, particularly in express branches

Cash Administration

• Manage cash within the branch according to defined processes and procedures to minimize risks, theft, and fraud
• Educate team members on all FICA compliance requirements
• Ensure daily banking schedules are submitted to the Branch Manager or Senior Team Leader
• Ensure adherence to credit card administration and EFT policies where applicable
• Issue team members with correct floats at the end of their shifts
• Conduct interim checks throughout the day with the team leader on duty
• Reconcile by end of shift to the balance reflected on the LPM, Admin, or HIS report
• Manage the recovery process in line with established procedures
• Follow correct processes for lost ticket claims, including receiving ticket numbers from the Helpline and recording guest details and ID numbers to validate payment after 90 days

Branch Reporting

• Ensure daily newsflashes provide a high-level overview of operations for the day
• Manage branch stock control to ensure sufficient supply without over or under-stocking
• Conduct weekly stock taking and account for stock shortages
• Notify the Branch Manager, Senior Team Leader, and Cash Management Department via email of any stock shortages

Security Management

• Be aware of surroundings when opening and closing the branch
• Ensure all security factors are adhered to when conducting banking
• Know the placement of all panic buttons within the branch
• Ensure all cameras inside and outside the branch are in working order
• Manage all security aspects in the branch
• Conduct the cashing-up process with branch doors closed and security monitoring the area

Branch Appearance

• Ensure the branch is always neat and tidy according to Hollywoodbets standards
• Ensure facilities are well maintained and in good working condition
• Comply with all procedures to prevent losses to the organisation and promptly advise branch or senior team leaders of any problems or malfunctions with terminals, equipment, or resources

Compliance

• Ensure compliance and adherence to the company's internal control policy
• Ensure compliance with company, legislative, and legal requirements, specifically Gambling Board requirements
• Comply with the code of ethics and escalate fraudulent activities
• Ensure a registered FICA officer is on site at all times during operating hours and compliance posters are displayed
• Ensure a manager with a license is always on duty before a shift begins to provide service to guests
• Ensure all team members are dressed in correct Hollywoodbets uniform when on duty
• Enforce policies prohibiting credit bets, personal bets by team members on duty, off-duty team members behind terminal counters, and team members on duty using the Limited payout machine

Communication

• Ensure all operational communication within the branch is circulated to all team members
• Ensure team members are aware of key business campaigns, business updates, and marketing campaigns
• Follow correct lines of communication at all times and provide timeous feedback to support office when information is requested

People Management

• Manage team member rosters and schedules to ensure the branch is adequately staffed, taking into account busy periods, events, and operational requirements
• Manage staff attendance and behaviour with guidance from Branch Manager or Senior Team Leader
• Ensure all new hire recruitment documentation is submitted timeously to the Human Resources department

Guest Service

• Provide good guest service by being friendly, helpful, polite, and courteous at all times
• Proactively address guest complaints and ensure guest feedback is positive
• Build strong relationships with regular guests
• Create a guest-centric culture within the branch and drive the philosophy of