Front and Back End Manager - GAME -West Street KZN

Massmart; Durban; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading retail company in Durban is seeking a Cash Office Manager to ensure exceptional customer service and accurate cash management. You will lead frontline teams, manage daily operations, and coach associates to enhance the shopping experience. The ideal candidate will have retail experience and managerial skills. This role offers a chance to develop leadership capabilities in a high-energy environment.

Qualifications

• Approx. 2 years of checkout/cash office experience in retail.
• Management experience would be advantageous.

Responsibilities

• Ensure customers are served promptly and efficiently.
• Enhance customer experience by resolving complaints.
• Manage daily cash office operations and policies.
• Coach and develop associates to meet store standards.
• Ensure compliance with company risk protocols.

Skills

Customer / member centered

Judgment

Execution and Results

Planning and improvement

Influence and communication

Adaptability

Talent

Numeracy skills

Attention to detail

Ethics and compliance

Change management

Education

Matric

Job description

Summary

To ensure that the ultimate shopping experience is maintained by efficient and accurate management and coordination of the cash office, the frontline teams and the applicable administrative functions.

Functions / Responsibilities

Customer Experience

• To ensure that all customers are served promptly, efficiently and in a courteous manner (Greet, Thank, Help).
• To enhance a customer experience by recognizing and resolving conflict promptly, i.e. customer queries or complaints.
• To embrace and enforce the “sunset rule” today’s work today.
• To ensure that teams understand and execute the various customer experience initiatives as per company requirement.
• To ensure optimum service levels in areas of responsibility, e.g. scheduling according to peaks and valleys.
• To develop and implement the action plans derived from the customer experience reports.
• To ensure that all associates are attired as per company standards.
• To ensure associates within his/her control have the required skills and product knowledge to provide excellent levels of customer service.
• To ensure all associates are actively promoting additional services and VAS products in accordance with company policies and procedures.

Administration

• To ensure that floats and change controls are prepared daily prior to store opening.
• To ensure that cashier change floats are controlled throughout the day.
• To ensure that all cash office and checkout policies and procedures are adhered to.
• To ensure that the safe control log report and cashier drawer bags are balanced to the main float on a daily basis.
• To extract and validate daily reports pertaining to all point of sales transactions, e.g. Void Receipts, Lotto Reports.
• To control and maintain all necessary registers and files in the cash office, i.e., Unders and Overs, Cashier Spot Checks, Seal Registers and Money In Transit Registers, etc.

• To ensure that the exchanges for redeemable Gift Certificates and Non-Redeemable Gift Certificates are processed as per Company policy.
• To maintain housekeeping standards in the cash office and checkout.
• To ensure that the archiving and Metro File Procedure is adhered to monthly.
• To ensure the completion of two departmental self-audits in a financial month.
• To ensure that the main safe is counted and handed over before days off and leave.

Risk Management

• To effectively communicate with G4S, ABSA and Deposita as per company requirement.
• To ensure that all risk protocols are maintained and adhered to as per company policy and procedure.
• To conduct and follow up on investigations pertaining to Cashier unders/overs and any banking differences.
• To ensure all card transactions (Gift, credit, RCS, etc.) are carried out in accordance with company policy and procedure.

Leadership

• To continuously enhance existing capabilities and develop new skills.
• To coach and develop associates in order to achieve the required store standards in relevant areas.
• To ensure that the IDTP process is completed within his/her team and regular follow ups are conducted.
• To ensure that the performance improvement process (PIP) is adhered to.
• To ensure all new associates are onboarded as per company requirements.
• To have a thorough understanding of the Industrial Relations procedures, to be able to conduct disciplinary investigations and hearings as required.
• To be involved in the recruitment and selection process of team.
• To act in line with the dominant values of the organization, i.e. act with integrity, service to our customers, strive for excellence and respect for the individual.
• To achieve a win-win outcome when there are conflicting interests and limited resources.

General

• To ensure that optimal staffing levels are in place through accurate scheduling.
• To facilitate collaboration between the various departments within the store.
• To ensure that area of responsibility is neat & tidy by the end of the day and ready for trade the next day, maintaining housekeeping as per company standards.
• To be aware of security hazards and evacuation procedures with regard to fires/bombs.
• To acknowledge and action the Store Operations communication.

Requirements

Minimum Academic, Professional Qualifications & Experience

• Matric. +/- 2 years checkout/cash office experience in retail.
• Management experience would be advantageous.

Competencies

• Customer / member centered
• Judgment
• Execution and Results
• Planning and improvement
• Influence and communication
• Adaptability
• Talent
• Numeracy skills
• Attention to detail
• Ethics and compliance
• Change management

Employment Equity Policy Requirements may be applicable

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies (Massmart), to process your personal information in order for Massmart to consider your application for this position.