Senior Operations Support Executive

eco-shop Malaysia; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

eco-shop Malaysia is seeking an Operations Coordinator to manage day-to-day coordination across stores, area managers and head office. You will assess operational issues, drive corrective actions and maintain an action tracker to closure.

The role requires drafting SOPs, supporting rollout of new processes and providing timely guidance to stores. Travel to stores will be required as needed.

Qualifications

• Bachelor’s degree in business or operations-related field.
• 4+ years in retail operations or multi-site coordination.
• Strong written and verbal communication; able to influence stakeholders.
• Experience drafting SOPs and operational memos is preferred.

Responsibilities

• Coordinate day-to-day operations between stores, area managers and head office.
• Assess issues, identify root causes and drive corrective actions to closure.
• Maintain an action tracker and ensure owners meet timelines.
• Draft and update SOPs, guidelines and reference materials.
• Provide guidance to stores and consolidate field feedback for improvements.
• Prepare reports, dashboards and management updates on operations.
• Lead cross-functional projects from planning through post-implementation review.

Skills

Cross-functional coordination

Process improvement

SOP drafting

Stakeholder communication

Travel readiness

Education

Bachelor's degree in Business Administration, Operations Management, Retail Management or related discipline

Job description

1. Operational Coordination & Issue Resolution

• Own the coordination of day-to-day operational matters between the Operations Department, Area Managers, stores and relevant Head Office functions.
• Assess and prioritise operational issues, identify root causes, coordinate corrective actions and escape material risks with clear recommendations.
• Maintain an action tracker for operational issues and initiatives, ensuring agreed owners and timelines are followed through to closure.
• Anticipate recurring operational gaps and propose practical preventive or process-improvement measures.

2. SOP, Policy & Documentation

• Draft, review and update Standard Operating Procedures (SOPs), guidelines, workflows, checklists and operational reference materials.
• Coordinate stakeholder review and approval of operational documents, ensuring requirements are clear, practical and aligned with company policies.
• Prepare accurate operational memos, circulars and store communications, including implementation requirements, responsibilities and effective dates.
• Maintain document version control and ensure current approved materials are readily accessible to relevant users.

3. Store & Area Management Support

• Serve as a primary Operations Support contact for stores and area managers on procedures, systems and operational initiatives.
• Provide timely guidance, consolidate field feedback and coordinate resolution with the appropriate subject-matter owners.
• Support the rollout of new processes, systems or campaigns by preparing implementation materials, tracking readiness and monitoring adoption.
• Identify common support needs and recommend briefing, training or communication interventions.

4. Reporting, Analysis & Management Updates

• Prepare accurate periodic and ad hoc operational reports, dashboards, presentations and management updates.
• Analyse operational data and trends to highlight exceptions, recurring issues, risks and improvement opportunities.
• Validate data completeness and accuracy before submission, and follow up with stakeholders on material variances.
• Prepare meeting materials and minutes, capture decisions and maintain follow-up actions until completion.

5. Cross-Functional Projects & Initiatives

• Coordinate assigned operational projects and improvement initiatives from planning through implementation and post-implementation review.
• Develop workplans, clarify deliverables, track milestones and dependencies, and provide timely progress and risk updates.
• Facilitate alignment among internal departments and operational stakeholders, resolving routine blockers independently and escalating when required.
• Evaluate implementation outcomes and document lessons learned and recommended next steps.

6. Compliance & Operational Controls

• Monitor adherence to approved SOPs, operational procedures and control requirements using reports, checklists and stakeholder feedback.
• Coordinate investigation and closure of non-compliance findings, including corrective and preventive actions with accountable owners and due dates.
• Maintain complete and audit-ready records of operational compliance activities, approvals and supporting evidence.
• Escalate significant or repeated non-compliance and recommend sustainable control improvements.

7. Team Contribution & General Responsibilities

• Provide guidance and quality checks to junior team members or temporary support staff when assigned, without direct people-management responsibility.
• Maintain organised and confidential operational records in accordance with document-retention requirements.
• Support business continuity, peak-period activities and other reasonable duties assigned by the immediate superior.

Education

• Bachelor's degree in Business Administration, Operations Management, Retail Management or a related discipline. A diploma may be considered with stronger relevant experience.

Experience

• At least 4 years of relevant experience in retail operations, operations support, process improvement or multi-site business operations.
• Demonstrated experience independently coordinating cross-functional activities, resolving operational issues and driving action items to closure.
• Hands-on experience drafting or improving SOPs, operational communications and management reports.
• Experience supporting retail stores, branches or other distributed operating locations is strongly preferred.
• Structured problem-solving and sound judgement, including knowing when to resolve independently and when to escape.
• Clear written and verbal communication, with the confidence to coordinate and influence stakeholders across different levels and functions.
• Able to visit stores and travel locally when operationally required
• Retail industry experience are preferred