Manager - Operations - FMCG/Retail

Operations Manager

Key Responsibilities and Deliverables :

1. Achievement of project objectives :

- Provide input into planning for the business and develop plans and processes to ensure effective implementation

- Provide input into establishing which resources are needed by using the most efficient and cost effective method to achieve results that meet client objectives

- Continually benchmark and optimise processes against best practice

- Formulate a project plan to define and achieve project objectives

- Liaise with OI to monitor and check quality of work produced by field staff and take corrective action when necessary

- Provide regular feedback to MANCO (Management Committee)

2. Account management alignment :

- Ensure detailed target control

- Address and follow-up all customer queries and problems

- Demonstrate analytical planning and creativity for future client retention and development

- Stay abreast of the market and competitors

- Meet client / customer and company performance standards and ensure subordinates do likewise Job Profile - Operations Manager 2

3. Effective Administration :

- Develop effective and efficient administrative systems

- Submit reports to management

- Document and manage expenditures

- Ensure incentives & necessary salary information is submitted on-time

- Liaise with HR department regarding all problems and enquiries relating to the payment of field staff

- Manage and maintain all operations staff performance documents and scorecards accurately and within required deadlines

4. Effective budget monitoring :

- Build and manage operating expenses, e.g. salaries, travel costs etc

- Oversee BU budget by accounting for discrepancies

- Oversee specific project budgets and accounting thereof Operational excellence

- Develop, implement and maintain operational excellence, policies and procedures including standard operating procedures

- Develop and maintain relevant database of ICs

- Process project information and forward to field force

- Ensure accurate information is recorded and quality checked

- Take corrective action where necessary

- Create and analyse operational reports and provide feedback

- Keep abreast of new developments in the industry and communicate new developments to staff and management

- Implement and manage projects when required

- Agree on deliverables, scope and timelines with Account Manager & field managers

5. Effective People Management :

- Set, communicate and ensure goals and objectives are in line with company objectives and that agreed goals, objectives and deadlines are achieved

- Ensure subordinates achieve key outputs as per goals set and in accordance with their JEP's

- Ensure all appraisals are effectively completed

- Recruit staff as per company policy (as required)

- Ensure all employees comply with agreed policies and procedures

- Manage subordinates' performance, taking corrective action (in line with Code of Conduct) when staff's conduct or performance is not in line with company standards and provide feedback to management

- Manage performance and allocate work to teams

- Provide performance feedback

- Identify training needs and train subordinates

- Motivate, counsel and mentor subordinates, setting objectives, standards and time-lines

- Manage implementation and maintenance of the disciplinary code and grievance procedure

- Conduct monthly staff and team meetings

- Identify succession candidates and mentor them appropriately

- Implement development plans for succession candidates

- Continually provide feedback at all levels

- Call cycle management

6. Effective teamwork and self-management :

- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained

- Demonstrate consistent application of internal procedures

- Plan and prioritise, demonstrating abilities to manage competing demands

- Demonstrate ability to anticipate and manage change

- Demonstrate flexibility in balancing achievement of own objectives with ability to understand and respond to organisational needs

- Manage own career development by staying abreast of any technical and industry changes