Operations Support Manager - DFS2231908 in Hong Kong at DFS

Date Posted: 8/7/2019

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. With a member of the management team focused on providing exceptional and cost effective service in these areas, the rest of the location team are able to concentrate on their own part in supporting our common vision of exceptional people delivering exceptional product. Responsibilities of the Operations Support Manager include managing the physical plant maintenance and housekeeping, utilities, general supplies, overseeing cash management offices (where relevant in the location) and the after sales service components of claims, damages, repairs and complaints. As these responsibilities are varied, the Operations Support Manager is someone who enjoys multi-tasking, 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
• Under guidance of the AGM Operations, negotiate, formulate, review, monitor and terminate service level agreements / contracts in line with business need and demand, ensuring cost effectiveness, minimized financial liabilities etc.
• Liaise with building management to ensure standard leasing agreements are maintained as necessary
• Manage accounts payable process for the location
• Source and manage location office related supplies in a cost effective way that meets operational needs.
• Manage Purchasing Orders (PO’s) for location equipment, services, store supplies and resources from internal and external parties such as packaging, staff uniform orders and supplies, staff lockers, furniture, staff badges, carparks, etc.
• 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. Implement and share approved ideas to assist the business in line with company objectives and profitability targets. 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. Review trends and opportunities to improve
• Track customer returns, repairs, defectives, customer complaints and associates costs. Provide reports and feedback to relevant internal parties as required. Monitor trends and identify and implement improvement opportunities to enhance the customer experience and outcomes 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. Responsible for Operations Support team retention, staff development and job satisfaction levels. Provide effective team leadership through open communication, training, coaching and active encouragement of direct reports with a view to meet or exceed location sales and profitability targets, and role modeling desired behaviors
• Work with your AGM Operations to identify future potential Operations Support Managers ensure development plans are in place for this talent
• Take corrective action to improve unsatisfactory performance in your team, in consultation with your AGM Operations and Talent Management, adhering to local TM requirements General
• Complete internal reports and participate in various projects as/when required
• Communicate with your General Manager, Assistant General Manager Operations, Talent Management, Merchandising, Marketing and Global CSC teams on relevant store issues
• Actively participate in corporate charity initiatives, local community and government activities to demonstrate DFS’ commitment to the local community in both business and social senses
• Actively promote the DFS brand and a strong positive professional image at all times
• Perform any other duties as requested in a diligent and conscientious manner

Key Requirements:

• Bachelor’s Degree in Management, Business or equivalent preferred.
• 3+years in retail environment required. Team leadership experience with operational and financial accountability / expense management experience highly desired.
• Must have strong interpersonal skills and be able to work well with personnel at various levels
• Must have strong communication skills, both oral and written
• Function as a resourceful and proactive team member
• Must be able to have a flexible schedule
• Able to work independently with minimal supervision
• Must be accurate
• Strong organizational skills
• Very good analytical skills
• Able to make sound decisions with relevant facts at hand and communicate the perspective clearly.
• Good problem solving skills
• Ability to work independently and on weekends /outside of regular office hours, if required