National Operations Manager at OneCart

Job Description

• OneCart is looking to hire a National Operations Manager to lead staff across a sub-business unit, responsible for effective and high levels of orderfulfilment, aligned to agreed SLAs and customer expectations.
• Empower teams to assist store operations teams in achieving SLA performance targets while applying data analysis and insights to continuously improve performance.

Operations Management

• Managing organisational sales by developing a business plan that covers sales, revenue and expense controls
• Own and lead sub-business units and drive centres of excellence across operations
• Provide relevant operational reporting including, but not limited to, all agreed business KPIs
• Drive continuous improvement directly or indirectly through internal and external stakeholders
• Oversee and be accountable for operational planning. This, but it is not exhaustive, includes forecasting, store and area expansion and process development
• Directly drive promotional activities
• Play an active role in developing and implementing the business strategy
• Establish product requirements and prioritise these in collaboration with the merchandise partners
• Own the P&L and oversee the activities for the on-demand division of the business
• Hire, onboard staff and provide the necessary training for new associates
• Coordinate and agree on outputs with business partners
• Manage several team members directly while managing others indirectly.
• Provide guidance on customer contact centre KPIs

Operational Efficiencies

• Leads the coordination, planning, and scheduling of multiple simultaneous projects and company/business-related research
• Conduct field operations to ensure execution of all KPIs across all levels of management
• Provide input and enforce SLA internally and externally
• Update IT on any developments to improve efficiencies across all operations
• Identifying and coordinating specific technology needs; scheduling and coordinating market events
• Collaborate with all function areas to ensure that resource capability is adequately outlined for future projects
• Define parameters to foster a seamless communication transition between the contact centre and customers
• Identify efficiency and improvement mechanisms to improve the effectiveness of operations
• Effectively carry out tasks that drive KPIs with field operations teams across all levels.
• Compile daily/weekly/monthly, and yearly reporting that is in line with performance.

Risk, Governance and Financial Management

• Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, customers, and other business partners;
• Analysing and applying information from multiple sources, monitoring progress and results, and identifying and addressing improvement opportunities.
• Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity
• Assisting management with correcting ethical and compliance issues and problems

Knowledge Management

• Leads and participates in teams by using and sharing resources, information, and tools;
• Determining customer needs and business priorities;
• Coordinating and executing work assignments;
• Providing advice, feedback, and support to ensure timelines and work quality are achieved
• Modelling and helping others with how to adapt to change or new challenges

Employee Management

• Hire and grow the Field Operations of Onecart line with business goals and KPIs
• Facilitate the creation of accountable customer-centric teams who understand and strive to meet the needs of all stakeholders
• Role model behaviour and motivate team members in line with the OneCart values
• Take full responsibility for the performance of all direct reports, motivating and managing them about quality standards and agreed on benchmarks and objectives,

Focusing on all aspects of sound people management practices in relation to:

• Recruitment
• Development
• Remuneration and Reward
• Performance Management
• Career Development
• On-the-job training, coaching and mentoring

Effective teamwork and Self –Management

• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Operations team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience Require

• Bachelor’s degree in Business or equivalent
• 5 Years of Operations management experience
• Strong people management and strong communication internally and externally
• Field operations experience
• Strong self-starter
• Extensive project management and change management experience
• Exposure to efficient WMS (logistics) processes

Working conditions

• A balance of Hybrid and Office work model
• You may be required to work overtime work from time to time to meet agreed deadlines.
• You may be required to travel to various Onecart store locations within South Africa.