Operations Support Manager - DFS22311407 in Hong Kong at DFS

Date Posted: 11/15/2021

Job Snapshot

Job Description

The Operations Support Manager is a key member of the Operations team, responsible for taking care of the many and varied components that are essential behind the scenes to keep the operation going. The Operations Support Manager is someone who enjoys multi-tasking, ability to lead and manage contractors, has very strong organization and communication skills and is great at problem solving in a variety of circumstances. They directly impact the profitability of the location through effective expense management practices and leave a lasting impression on our customer based on how they manage the after sales service complains and repairs.

Key Responsibilities:
Contract & Supplies Management
• Manage contracted services within store, maintaining compliance with lease terms, local regulations and internal policies and budgets
• Assess need for contracted services, liaising with Assistant General Manager (AGM) Operations on efficiency or savings proposals and recommendations
• Liaise with building management to ensure standard leasing agreements are maintained as necessary
• Source and manage location office related supplies in a cost-effective way that meets operational needs
• Manage Procurement for location equipment, services, store supplies and resources from internal and external parties
• Lead and implement Payment system to cope with the company requirement, liaise with supplier and service contractor in complying the prerequisite to improve operation efficiency Facilities Management
• Responsible for maintaining the highest standards of housekeeping and facility maintenance in order to maximize customer experience and ensure comfort and safety for all.
• Monitor the performance of contractors in provision of satisfactory facilities management services, including cleaning and maintenance service contractors Support Function Management
• Manage the support team to deliver a high standard of internal and external customer service in a timely and efficient manner and with accuracy.
• Develop and seek process improvement opportunities to assist cost management and productivity.
• Liaise with AGM Operations on recommendations for continuous improvement and seek approval to implement where necessary.
• Ensure the level of customer complaints are responded to upon receipt and resolved promptly to reinforce and recover a seamless customer experience.
• Establish and/or maintain centralized systems and procedure reference manuals for key support role tasks in the location SOP, Compliance & Internal Control Management
• Overall implementation, management and continuous improvement of the company’s SOP, including drafting/editing of policies, giving training, and raising the awareness level of compliance across the stores
• Improve the overall level of internal control at the Division by providing cohesion and support across the stores, identify internal control deficiencies and undertake corrective actions.
• Effectively communicate LVMH and DFS compliance requirements, establish and maintain compliance systems and procedure reference manuals for frontline teams ensuring full compliance with LVMH and DFS standards
• Liaise with appropriate parties in executing and driving the efficiency of compliance reports, review and fine tune compliance reports, provide clarification and required training making sure the team is fully aware of the abidance Team & Service Management
• Effectively communicate overall company objectives and how the Operations Support team is critical to driving the achievement of company vision, store sales targets and strategies for those objectives. Ensure Operations Support team has objectives which remain focused on delivering productivity and profitability targets. Reviewing performance on a regular basis
• Create and promote a positive work and industrial relations environment in line with DFS values, employee related policies and practices and local environment considerations.
• Lead, coach and train your team to ensure they are consistently growing in skills, confidence and effectiveness in their roles. In addition to internal customer service levels this role effectiveness includes continual improvement and refinement of staff productivity, internal processes and communication effectiveness and product knowledge
• Lead different initiatives across HK stores in reviewing, refining and streamlining roles and responsibilities of Operation Support team, such as Cashier, Operators and Store Service Assistants in supporting the changing requirements besides the routine responsibilities

Key Requirements:

• University Degree in Facilities Management, Property Management or equivalent preferred but not essential
• 5+ years in facilitates management / property management / retail / service industry environment required
• Team leadership experience with operational and financial accountability / expense management experience highly desired; experience with e-commerce would be a plus.
• Able to effectively communicate and operate in a culturally diverse environment with astuteness and sensitivity
• Must have high degree of integrity and confidentiality with a keen sense of business and financial acumen
• Accuracy and attention to detail
• Able to effectively operate in a fast paced and multi-culturally diverse environment.
• Excellent communication, presentation, and facilitation skills.
• Confident, do not shy away from conflict and is comfortable working in teams.
• Ability to work with all levels of personnel, drive best practices where multiple stakeholders are involved and interact with Senior Management.
• Able to work under deadlines and be able to prioritize a heavy workload with multiple deadlines
• Function as a resourceful and proactive team member
• Strong organizational skills
• Primarily work in an office and retail environment
• Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business
• Able to work additional hours, as needed