Operations Manager

Position Responsibilities

Leadership & Change Management

• Provides direction and strategy to all District Managers to drive growth in the respective area.
• Set goals, monitors work, and evaluates results to ensure that objectives and operating requirements are met, and customer requirements are met or exceeded.
• Effectively provides leadership, communication, direction and talent development to the team and encourages the development of all staff to drive overall company success.
• Systematically cultivates and maintains long-term, collaborative relationship with key stakeholders and work closely with other Departments to achieve mutual goals.
• Keeps abreast with current issues affecting Branches and develops strategies to address these issues.
  

Outlet Operations

• Leadership and direction to the Department by assisting the VP of Operations with the development of long range and annual plan, including forecasting and budgeting preparation.
• Direct and oversee operations activities and personal by guiding employees in achieving the goals and objective of the Company. Monitor performance of retail operation, implement improvement plan when necessary.
• Review existing and establish new policies and procedures to streamline activities and standards to meet operational needs and requirements.
• Provide necessary training to staff to enhance skills and performance.
• Collaborate with other departments to enhance business systems or processes, such as customer service, logistic / supply chain and academy
• Plan, propose, adopt and implement physical presence strategies.
• Carry out periodic analysis / study on outlets that covers cost effectiveness, COGS, Wastages, Labour Cost, Utilities, Sales / Product Mix, Service Time, Productivity and etc.
• Ensure to review processes periodically & take measures for fraud prevention, tighten security and safety.
  

Human Capital Planning

• Provide scope for advancement and development of employees through training programme and development.
• Evaluating employee performance and providing feedback, coaching, counselling, motivating & discipline. Setting objectives and identifying employee training needs.
• Recognizing employee achievements and encouraging excellence in the work environment.
  

Customer Service

• Resolving customer issues as needed
• Conduct periodic customer satisfaction survey to further improve service delivery.
• Review customer needs & explore innovative means to meet/exceed their expectations in services.
  

Lean Management

• Ensure all outlets practise this by optimizing resources to reduce redundancy, improve productivities and to achieve cost effectiveness (Labour Cost, Wastages & Utilities).
• Set goals, develop, and drive strategic and operational plans based on trend analysis and local market knowledge to ensure effective execution.