Operations Support Manager - DFS3613321 in Macau at DFS

Date Posted: 6/24/2019

Job Snapshot

Job Description

Reporting to Assistant General Manager, Operations

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.
• Work with other Operations Support Managers on procurement needs to identify practical cost management measures and supply opportunities that meet needs of your location. Support Function Management – including Cashiering , After Sales Support (as/where applicable)
• 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.
• Establish and/or maintain centralized systems and procedure reference manuals for key support role tasks in the location 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.
• 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.
• Prepare and deliver performance a

Key Requirements:

• Bachelor’s Degree in Management, Business or equivalent preferred.
• 3+years’ in retail environment required. Team leadership experience with merchandising and financial accountability highly desired. Merchandising and logistics experience 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/financial acumen
• Accuracy and attention to detail.
• Able to work under stringent deadlines and high pressure and be able to prioritize a heavy workload with multiple deadlines.
• 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 and outside of regular office hours, if required.