Mr D - Franchise Compliance Coordinator (E-Commerce) at takealot.com

Your responsibilities will include:

• Act as hands on support to branches/hubs to resolve operational issues
• Monitor and report on franchise and driver performance and operational compliance in the field
• Gain contextual understanding of the operational levers involved in driving performance, both regionally and branch-specific. Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate
• Maintain service levels of franchises according Service Level Agreements and able to implement corrective measures operationally within service hubs, as related to further business strategies aligned with the Head Office and operational teams
• Monitor and report on branch adherence to franchise agreements and key performance indicators (KPI’s)
• Manage and work to improve weekly KPI’s at franchise level
• Conduct regular audits to assess & measure performance and compliance. Communicate branch/hub audit findings and ensure resolution thereof
• Travel locally in and around an allocated region, as well as to allocated regional branches as required as part of your weekly deliverables
• Conduct regular branch/hub visits to drive performance and ensure processes and procedures are followed and to communicate these inefficiencies with Regional Teams
•  Address key branch tracking metrics in regional performance management with the franchise management teams and compiling weekly reports to feedback and address
•  Conduct branch/hub operational audits to ensure compliance and identify operational inefficiencies GAP / SWOT analysis
•  Attend branch/hub openings and support with the execution of the entire operational process
•  Coordinate the distribution of marketing material for new branch/hub openings
•  Effectively apply branch/hub scorecards to identify gaps or deviations and engage appropriately to resolve issues

Driver Network Growth and Compliance

Your responsibilities will include:

•   Address key branch tracking metrics in regional driver growth with the franchise management teams and compiling weekly reports to feedback and address
•   Address key branch tracking metrics in regional complaints and branch-customer satisfaction with the franchise management teams and compiling weekly reports to feedback and address
•   Conduct uniform audits with drivers in the field to ensure agreed upon checks are conducted
•   Ensure drivers obtain and maintain a good public image
•   Investigate driver complaints / discipline issues and resolve to completion
•   Ensure handover processes are adhered to
•   Enforce driver discipline and compliance within operational standards

Training and Development

Your responsibilities will include:

•   Train and inform SOP’s at a franchise level (Branch Managers, Staff and Drivers), and identify non-compliance as necessary to senior management
•   Assist in the continued improvement of SOP’s across the delivery network
•   Conduct needs analysis to understand training and development needs
•   Execute / facilitate training of new or existing processes
•   Train and inform on operational process flows, and standard operational procedures as required

Attributes required:

•   High energy, self-starter, self-motivated, proactive, high level of initiative, creative and adaptable
•   Project management and ability to prioritise focus according to set deliverables is critical
•   Auditing SOP compliance
•   Execution oriented and operationally pragmatic
•   Understand how technology works for business
•   Hands-on field and operational experience
•   System and process-orientated
•   Attention to detail while still seeing the bigger picture
•   Understand convenience and customer service
•   Comfortable with change and able to engage with colleagues to assess and refine approach
•   Low on ego, high on delivery and execution; but able to network effectively and garner cooperation and collective buy-in from key clients and business owners
•   Organization & sound communication will be key success factors of a Compliance supervisor (Franchise)
•   Comfortable working under pressure and successfully engage in multiple initiatives simultaneously
•   Plan, manage and be responsible for own time management according to tasks priorities 
•   Possess a high attention to detail
•   Concerned with maintaining standards of accuracy and quality

Qualifications & Experience:

•   3 yrs experience in a client-facing role in an operational environment or similar required
•   A degree or equivalent work experience in process analysis and client management 
•   Ability to analyse data and create reports
•   Proficient in Microsoft Office (word, excel & powerpoint) required
•   Proven track record in operational delivery and execution
•   Operational experience managing an outlet, hub or a restaurant will be advantageous
•   Previous franchise working experience will be advantageous
•   Training experience in an operational setting will be advantageous
•   IT or tech savvy will be advantageous
•   Good knowledge of Power BI, SAP IBP/BI/BO or Tableau advantageous
•   Good knowledge of MS PowerPoint, Excel and Word
•   At ease with high volume of numbers and works well with large sets of data
•   Field-based work experience
•   Previous experience in the logistics industry is not required
•   Excellent communication and interpersonal skills
•   Keen attention to detail
•   Able to coordinate across functional teams to promote efficient operations
•   Analyze and report on eCommerce performance metrics to identify areas for improvement and growth opportunities

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, it's all in the execution after all.
• We love what we do and what we are creating.