National Franchise Compliance Manager at takealot.com

Your responsibilities will include:

• Monitor Compliance: to delivery performance standards within the Franchise Network by establishing and maintaining suitable performance measures, auditing, and procedural management practices in line with Service Level Agreements (SLA’s) to: 
• Continuously improve processes through the development of necessary Standard Operating Procedures (SOP’s) to support efficient Franchise Network operations Develop new SOP’s aligned with the required business and operational evolution Revise and update existing SOP’s according to the changing business and operational practices, maintaining version control practice and electronic filing 
• Ensure that all SOP’s (new and revised) are clearly documented, communicated and successfully implemented throughout the Franchise Network 
• Monitor performance metrics to ensure compliance to SLA measures and track success of optimization changes 
• Collaborate with departmental managers to analyse data from various sources to determine trends and areas of optimization and SLA performance improvement Establish a compliance culture within the Franchise Network through suitable auditing practices and ensuring that underperforming hubs are addressed and actively managed Develop and maintain the necessary reporting practices such that (non)compliance can be clearly tracked, easily accessed, or communicated as required 
• Develop and maintain the required reporting channels to support the operational scale (e.g. new billing practices require end-user access to reporting, new procedures require end-user access to operational compliance scores or tracking)
• Training: Ensure that suitable training content and initiatives are launched and maintained to equip external stakeholders (Franchisees, hub staff and delivery drivers) are properly equipped to deliver on the Franchise Network goals and requirements:
• Conduct best practice research of learning practices, learning technologies, learning architectures, policies, procedures, guidelines and legislation related to learning management 
• Manage the development of training content to support the operational needs of the business 
• Analyse and interpret operational strategy, strategic plans/objectives and other project related data in the development of enterprise learning solutions 
• Analyse, design, develop and implement comprehensive and supportive learning management structures, strategies, policies, plans, processes, procedures, tools (eg. dashboards), interventions and programmes to support the Franchise Network 
• Track and manage adherence and compliance to any developed training, new or existing 
• Headcount Management: Optimally manage the sub-departments headcount to support the Franchise Networks operational execution and process compliance 
• Manage and oversee the Training Manager and execution of focused deliverables by the training team in support to the Franchise Network 
• Manage and oversee the Complaints Team Lead with regards to the coordination and (smooth) processing of internal/Franchise Network complaints, coupled with the necessary reporting requirements to support non-compliance and highlight areas of concern and focus for Franchise Network intervention 
• Able to forecast required headcount, based on volume demands and workload
• Financials: Sub-departmental cost management (budget vs actual) for the relevant cost center

Attributes required:

• System and process orientated
• Understand convenience and basic customer service principles
• Customer focused, understanding their needs to make informed decisions
• Displays good leadership and promotes team development
• Excellent people management and communication skills: has the ability to tailor technical information clearly and concisely to a variety of audiences, including technical and non-technical individuals
• Strong at building and maintaining relationships
• Organized and professional at all times, focused on attention to detail
• Goal orientated: able to determine and maintain focus on strategic objectives and deliverables and execute to a plan
• Can work in high pressure environments, putting in additional effort should the business require
• Conceptual and analytical thinker, having the ability to identify trends in data to make informed decisions
• Strong problem evaluation and solution solving abilities
• Strong statistical knowledge
• High degree of personal motivation, driven, self-disciplined and resilient
• Proactively takes initiative and adaptable to change
• Can prioritise effectively when presented with numerous deliverables and working under pressure
• Dynamic and energetic
• IT or Tech savvy: understand how technology works for business with a passion for learning tools (e-learning technologies, advantageous) and how they can be used to add value and transform remote user learning
• Knowledge and experience in instructional design
• Knowledge and experience in learning solution development and implementation
• Knowledge and experience of learning technologies, learning architecture, learning modes and modalities

Minimum qualification and experience requirements:

• Post Matric/Grade 12 Qualification
• Bachelor's Degree (preferably in Statistics, Logistics, Business Management, Project Management) would be ideal
• 3 years management experience within a Compliance and Analytical role with training as a component
• Sound operational and execution delivery background
• Proficient in Microsoft Office (Excel, Word and PowerPoint) or the Google equivalents
• Proven track record of success in delivering against SLA targets and project implementation initiatives
• Change management experience
• Experience in managing customers and business owners, within a diverse corporate / franchising environment advantageous
• Experience in developing subordinate managers advantageous
• Logistics supply chain experience advantageous
• Zendesk experience advantageous