Primary Objectives of Position
Own full responsibility of Customer Satisfaction action plan about of the brand.
Coach the Operation team under direction and method of senior leader to increase productivity functionally and effectively as standard operations.
Communicate to the Team about company policy, operating standards in professional manner
Essential Functions
Discuss and align with senior leader about the SOP and execution plan.
Follow up the action plan on recovery of service and make sure the status is done completely
Manage the operating standards, keep consistent quality of service among stores.
Maintain the communication to the team and ensure the value of the brand is cascaded properly under the leadership of senior leader.
In depth comprehension of new SOP to guide and correct the team when implementing new behaviors.
Ensure enough workforce in the store with high productivity
Report routine in active manner to senior leader about new implementation to ensure the proper system coaching will be executed.
Handle serious customer complaints (over authority of Store manager) occurred in store
Support senior leader in term of company procedures to make new SOP to be recognized officially in the system.
Visit Store daily to evaluate the operations, talents and customers experience.
People Management
To actively engage in the recruitment and selection process with a focus on attracting, appointing and retaining good candidates.
To proactively manage and review the performance and progress of managers, set objectives and targets and liaise with the HR Department to develop individual training plans for the team. Liaise with HR when appropriate on performance matters.
To motivate and empower staff teams and volunteers to develop and achieve sales and contribution.
To report into and work closely with the Director of Operation on management progress.
Strategy and Communication
Is responsible for updating manpower status every quarter and to pass on the information to the HR Manager.
The manager will maintain good contact with Marketing Manager, including suggesting improvements of the promotion for the stores.
Is responsible for reporting weekly and monthly income figures and completing quarterly reports for the Director of Operationon a quarterly basis.
Corporate Behaviours
He / She will be expected to:
Demonstrate respect for others and value diversity Act responsibly in regards to the health and safety of the staffs and others Focus on the service user and customer, both internally and externally, at all times Make an active contribution to developing the service
Learn from, and share experience and knowledge Keep others informed of issues of importance and relevance
Consciously review mistakes and successes to improve performance Act as an ambassador for the Brand and maintain the highest professional standards at all times Use discretion and sensitivity and be aware of issues requiring total customer confidentiality Demonstrate a flexible approach to their work.
Work with the company’s aims and objectives, upholding its vision and mission.
In addition, the managers and supervisors will commit to:
Provide support, feedback and guidance to all team members.
Value and recognise ideas and the contribution of all team members.
Coach individuals and teams to perform to the best of their ability Delegate work to develop individuals in their roles and realise their potential performance.
Encourage their team to achieve work/personal life balance.
