Senior General Manager - Operations

Position Summary:

The Senior General Manager - Operations is responsible for overseeing the day-to-day operations of the organization. The role ensures operational activities are aligned with strategic business objectives while driving operational efficiency, productivity, quality, and business performance. The position collaborates with senior leadership to implement operational strategies and achieve organizational goals.

Key Responsibilities:

Operational Strategy & Execution:

- Develop and implement operational strategies aligned with business objectives.

- Lead long-term operational planning.

- Allocate resources effectively to achieve strategic goals.

- Monitor industry trends and adopt best practices.

Operations Management:

- Oversee daily operational activities across multiple functions.

- Ensure operational efficiency and optimal resource utilization.

- Monitor and improve Key Performance Indicators (KPIs).

- Drive operational excellence and continuous improvement.

Budget & Financial Management:

- Prepare and manage operational budgets.

- Monitor expenditures and ensure cost efficiency.

- Implement cost-saving initiatives without compromising quality.

Compliance & Risk Management:

- Ensure compliance with applicable regulations and operational standards.

- Identify operational risks and implement mitigation strategies.

- Lead crisis management and business continuity initiatives when required.

Team Leadership & Development:

- Lead, mentor, and develop high-performing teams.

- Conduct performance reviews and identify training needs.

- Oversee recruitment, onboarding, and performance management.

- Foster a culture of accountability, collaboration, and continuous learning.

Cross-Functional Collaboration:

- Work closely with Finance, HR, IT, and other business functions.

- Ensure seamless coordination across departments.

- Support organization-wide initiatives through effective collaboration.

Customer Focus:

- Ensure high standards of service delivery.

- Address operational issues impacting customer experience.

- Build and maintain strong customer relationships.

Technology & Process Improvement:

- Implement technology solutions to improve operational efficiency.

- Review existing SOPs and workflows to identify improvement opportunities.

- Introduce Lean Management principles and process optimization initiatives.

- Drive productivity improvements and operational innovation.

Reporting & Analytics:

- Prepare operational performance reports for senior management.

- Analyze business data to support informed decision-making.

- Track performance metrics and recommend improvement initiatives.

Key Skills & Competencies:

Functional Skills:

- Operations Management

- Strategic Planning

- Process Improvement

- Lean Management

- Financial & Budget Management

- Team Leadership

- Stakeholder Management

- Customer Relationship Management

- Analytical & Problem-Solving Skills

- Excellent Communication Skills

Technical Skills:

- Project Management

- Change Management

- Quality Management Systems

- Regulatory Compliance

- Risk Management

- Performance Analytics

- Microsoft Office Suite

- Data-Driven Decision Making

- Operational Reporting

- Performance Indicators

- Operational Efficiency

- Process Optimization

- Resource Utilization

- Cost Reduction

- Budget Adherence

- Continuous Improvement

- Quality Assurance

- Customer Satisfaction

- Regulatory Compliance

- Risk Mitigation

- Team Performance

- Training & Development

- Technology Adoption

- Innovation

- Strategic Execution

- Stakeholder Management

- Crisis Management

Experience:

- 10-15 years of experience in operations, preferably within the retail sector.

- Proven experience in an operational leadership role.

- Experience managing large teams and complex projects.

- Strong track record of driving operational excellence and business performance.

Educational Qualification:

- MBA or an equivalent postgraduate qualification preferred.