Senior Manager - Retail Operations

Role Objective

To deliver business results through effective and efficient management of team members. The Individual will be required to review & improve team performance through continuous improvement. Support the overall company objectives & deliver to revenue targets

Role Description

- Drive Performance and deliver/review agreed service levels

- Meet monthly billing targets

- Implement the capacity plan & manage resourcing accordingly

- Identify process gaps & drive quality projects to improve the process

- Review & feedback on client escalations

- Identify opportunities to maximize efficiency through cross skilling & effective resource utilization

- Communicate with on-shore/clients regarding new projects/IT issues

- Develop direct reports through coaching & feedback

- Oversee action plans/PIP in place for bottom performers

- Engage Team Members through regular 1-0-1s and team meetings

- Liaise with on-shore counterpart to discuss performance

- Managing absenteeism, sickness and holidays for self and others

Key Result Areas

Billing Targets / Quality / Performance Metrics / Client Communication / Reporting