Partnership Operations Manager

ShopriteX; Wes-Kaap; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

ShopriteX is seeking a Partnership Operations Manager to drive efficiency with strategic partners and support customer escalations, partner operations, and internal stakeholders. You will execute operational processes, analyze issues, and lead improvements across the partner network.

The role requires a degree in Business or Retail Management and at least four years of experience in operations, with strong Excel and MS Office 365 skills.

Qualifications

• Degree in Business, Retail Management or related – essential.
• +4 years’ experience managing initiatives in an operations environment – essential.
• Experience in stakeholder management and communication to senior stakeholders – essential.
• Strong proficiency in MS Office 365 including strong Excel skills – essential.

Responsibilities

• Communicate all operational processes and procedures and ensure these are fully understood by all stakeholders including area managers, branch and store teams.
• Identify issues in the designed solution or process and engage with relevant stakeholders to find an appropriate and timeous solution.
• Act as back-office escalation support for Help Centre to resolve operational issues and queries regarding service delivery.
• Conduct needs analysis to understand training and development needs and co-ordinate training implementation.
• On-going review of the customer journey and product checks with an aim to maximize the customer experience.
• Support the execution of strategic projects.
• Identify root cause for repeat issues and customer complaints.
• Proactively work across partner and internal delivery teams to investigate and rectify any problem areas in orders.
• Provide fast, efficient, and comprehensive support to stakeholders, while remaining positive and professional.
• Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate.
• Build relationships with stakeholders and perform audits of relevant operations.
• Conduct analysis and provide regular feedback to Management teams to address and resolve any operational and partner related issues.

Skills

Stakeholder management

MS Office 365

Excel

Analytical thinking

Education

Degree in Business or Retail Management

Tools

MS Office 365

Job description

Partnership Operations Manager

About the job

The purpose of the Operations Manager role is to drive operational efficiency with strategic partners with the aim of delivering on the operational goals and objectives of the Strategic Partnerships. The role will carry the day to day responsibility for supporting customer escalations, partners operations and internal stakeholders through the execution of operational effectiveness and processes. The role actively supports partners and proactively investigates inefficiencies together with partners and internal teams. The role is all about ensuring the partnership is fulfilling its promises within agreed service level standards.

What you’ll do

Communicate all operational processes and procedures and ensure these are fully understood by all stakeholders including where necessary, area managers, branch and store teams.

Identify issues in the designed solution or process and engage with relevant stakeholders to find an appropriate and timeous solution.

Act as back-office escalation support for Help Centre to resolve operational issues and queries regarding service delivery.

Conduct needs analysis to understand training and development needs and co-ordinate training implementation.

On-going review of the customer journey and product checks with an aim to maximize the customer experience.

Support the execution of strategic projects.

Identify root cause for repeat issues and customer complaints.

Proactively work across partner and internal delivery teams to investigate and rectify any problem areas in orders.

Provide fast, efficient, and comprehensive support to stakeholders, while remaining positive and professional.

Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate.

Build relationships with stakeholders and perform audits of relevant operations.

Conduct analysis and provide regular feedback to Management teams to address and resolve any operational and partner related issues.

What you bring

• Degree or Business, Retail Management or related – (essential).
• +4 years’ experience managing initiatives in an operations environment - (essential).
  Strong background in operations or projects or new ventures– (essential).
• Experience in stakeholder management and communication to senior stakeholders– (essential).
• Strong proficiency in MS Office 365 including strong Excel skills – (essential).

Key competencies and work ethic:

• Strong business or project background – remains up to speed with local and international trends and developments in the field.
• Strong customer-first thinking – Understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.
• Organised with a strong drive for operational execution and efficiency - Ensures processes, targets and performance measurements are continuously met or exceeded.
• People management skills - Ability to build a dynamic culture of collaboration, high performance and excellence.
• Analytical thinker - Grasps new information to generate insights while integrating multiple sources of data and proactively investigating courses of action to identify feasible solutions.
• Business acumen – Understands retail standards and operational best practices to improve and drive performance.
• Communication and reporting skills – Able to the convey information and data clearly, accurately, and succinctly in a meaningful way.
• Collaborative partnering – Good interpersonal skills with the ability to build meaningful, sound
• relationships both internally and externally.
• Ability to work under pressure and manage multiple and competing demands, while still maintaining attention to detail.
• Self-starter – Able to analyse and solve problems independently, takes initiative.

Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.