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Team Lead, Operations Support - DFS1161245 in Honolulu, HI at DFS

Date Posted: 2/15/2019

Job Snapshot

Job Description

The role of Team Lead, Operations Support is an important member of the Operations team, assisting to manage the many and varied components that are essential behind the scenes to keep the operation going. This enables the rest of the location team to each concentrate on their own part in supporting our common vision of exceptional people delivering exceptional product. The Team Lead Operations Support inspires, leads and develops their team to deliver efficient and cost effective support in the non-selling functions, leading processes and procedures that will yield the highest level of productivity while updating the team regularly on progress and updates for continuous improvement. Responsibilities of the Operations Support team include managing the physical plant maintenance and housekeeping, utilities, general supplies, cash management offices (where relevant in the location) and fulfilling the after sales service components of claims, damages, repairs and complaints. As these responsibilities are varied, the Team Leader Operations Support 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 assist to positively 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, complaints and repairs.

Key Responsibilities:

• Assist to manage contracted services within store, maintaining compliance with lease terms, local regulations and internal policies and budgets
• Under guidance of the Operations Support Manager, assess need for contracted services, liaising with Assistant General Manager (AGM) Operations on efficiency or savings proposals and recommendations
• Under guidance of the Operations Support Manager, help prepare to negotiate, review and monitor 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
• Responsible for the accounts payable process for the location
• Assist to source and manage location office related supplies in a cost effective way that meets operational needs.
• Assist to manage supplies of location equipment, services and resources from external parties such as staff lockers, furniture, staff badges, carparks, etc.
• Work with the Operations Support Managers on procurement needs to identify practical cost management measures and supply opportunities that meets 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 your line Manager 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, 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 have 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 line manager to identify future potential Team Lead, Operations Support and ensure development plans are in place for this talent.
• Take corrective action to improve unsatisfactory performance in your team, in consultation with your Line manager 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.

Key Requirements:
Education: High School Degree or equivalent experience preferred. Critical Skills: Fluency in English and other languages as required by location Ability to read, write and effectively communicate with others. Work Experience: 1 – 2 years team leadership experience in retail / service industry required. Exposure to budgets and expense management preferred. Tools/Resources: Proficiency in MS Microsoft computer applications (Excel, Word, Powerpoint, Access) and email is essential.