Manager, Account Services - Lottery (Lakeland, FL)

IGT Global is seeking a Manager of Account Services for our IGT Instant Ticket operations. This is a leadership role working as part of a larger lottery ticket printing team. The Manager of Account Services is responsible for the leadership of the IGT Instants client account representative team. This role will contribute to the development and performance of team members, the processes used by them, and holds team members accountable for their work.

IGT employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):

• Medical benefits day one of being an IGT employee
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short term disability and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

• Performs a sweep of workflow on an as needed basis to ensure that all instant ticket processes are managed in a timely manner.
• Writes detailed procedures and processing instructions for the IGT Instants team.
• Answers questions or finds requested information for issues in the IGT Instants customer account management process.
• Establishes team and individual goals for department.
• Fosters performance of team members and the processes used by them; holds the Account Representatives responsible for their work.
• Works with the internal Instant Ticket operations leadership to implement, improve, or develop new and effective procedures and processes for IGT Instants.
• Regular communication with Account Representatives to ensure operational excellence.
• Manages the Game Specialists and Account Representatives within department including, but not limited to, hiring, training, and developing team members, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions.
• Conducts one-on-one and team meetings with team members on a regular basis to discuss new procedures, problems, and issues.
• Mentors team members through instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used.
• Support the success of existing and new Account Services staff by conducting new hire training, overseeing new account transitions, and training or improving on use of internal systems (WebCenter, GMS, etal).
• Aligns team members with company values and goals.
• Plans and delegates the work of others.
• Motivates and inspires others.
• Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures.
• Participate in process improvement such as cross functional teams/projects, maintenance of internal systems (WebCenter, GMS, etal.), and assist with ISO documentation/audits.
• Troubleshoots issues utilizing creative and critical thinking skills.
• Effectively uses resources such as time and information in conjunction with team members.
• Participates in solving problems and making decisions.
• Presents and expresses ideas and information, written and oral, clearly, and concisely.
• Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
• Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
• Establishes and develops effective working relationships with team members and clientele during both favorable and unfavorable situations.
• Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.

IGT Global Requirements

• Follow all policies such as Code of Conduct, Confidentiality, Information Security, Environmental Compliance, etc

Education Required

• Bachelor's Degree in related field of study or equivalent experience

Experience Required

• 5+ years experience in customer account management or customer facing roles
• 3+ years of management and leadership experience
• Experience working within the lottery instants industry or related field

Skills Required

• Multitasking, analytical, and organizational skills.
• Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
• Demonstrates personal integrity, responsibility, and accountability.
• Comprehensive understanding of IGT Instant Ticket life cycle and processes
• Experience from or understanding of business-critical products for finished goods and consumables. 
• In-depth knowledge of marketing and sales operations and processes 
• Hands on experience with analyzing big data and making forecasts 
• Analytical and critical thinker
• Excellent communication, presentation, and interpersonal skills