Operations Manager - (USA Retail)
Overview
The Operations Manager provides strong operational governance, monitors performance dashboards, and identifies trends, risks, and root causes impacting results. They collaborate closely with Team Leaders, Quality, Training, and technical support to drive continuous improvement, maintain regulatory compliance, and uphold an excellent customer experience.
Requirements
- Experience in managing teams in US Retail space (Minimum of 6 months)
- 2-3 years experience operating at Team Leader level or upwards
- Minimum qualification: Matric/NQF 4
- Clean HR record within the last 12 months (No active warnings)
- Intermediate Excel and Reporting skills
- Ability to interpret KPI’s, dashboards and performance reports
- Identify root causes of performance issues and propose corrective actions
- Strong understanding of quality frameworks and compliance standards
- Problem solving mindset with ability to prioritize
- Ability to work independently
- Proven track record of delivering targets and KPI’s
- Good attendance record along with a track record of excellent timekeeping and meeting deadlines.
Responsibilities
- Managing performance and achievement of Team Leader KPIs
- Ensure daily huddles are prepared and held
- Leave/Absence Management ensuring required resourcing is available as per SLA
- Attend to disciplinary & HR-related matters in line with company policy
- Create and drive team motivation
- Encourage cross-functional collaboration
- Drive a high-performance environment, ensuring client objectives are consistently achieved
- Foster the HW culture aligned to a people-centric approach
- Conduct monthly 1-1s with Team Leaders to review team performance and personal development
- Define operational objectives and deliver key operational metrics
- Monitor performance and adapt activities accordingly
- Implement quality control mechanisms
- Support the Client Director in maintaining strong client interactions
- Manage internal delivery on client requirements
- Identify departmental change initiatives and drive change initiatives to successful outcomes
- Collaborate with BI team to build operational reporting and insights
How to apply
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