Operations Process Administrator - TFG Sports Division - (3 Month Contract) at TFG (The Foschini Group)

Key Responsibilities:

• Publish KPI reporting information where it is not automatically delivered
• Coordinate along with other team members the capturing, assignment and monitoring of resolutions and closures of customer complaints using the CSM system
• Analyse and report on information obtained from the company’s Customer Experience program
• Together with other team members, coordinate the maintenance of branch & Field information across various stakeholders & systems e.g. BCMS; Key holders; contact details;
• Facilitate non-merchandise administration order/payment processes for Gift Cards; Rentokil etc - those not covered by Group services
• Together with other team members, coordinate the ordering for New Store Opening/Enlargement (stationery, hangers, EAS)
• Support incident reporting process; initiate response activities with correct stakeholders; submit insurance claim details.
• Compile, Vet, publish & or disseminate communication and instructions to Field & Stores as   required, inclusive of follow up / reporting on instructions given to stores and Field
• Maintain structure data base on the company’s communication platform (Yoobic) (User profile creation, password resets, etc.).  This will include weekly coms calls with the service provider to improve / maintain service levels / discuss new ideas that could benefit the Division or Group   
• Communication device (Tablets) support to stores - liaison with store support regarding replacements, new stores devices, additional data requirements, insurance claims for lost /stolen tablets
• Compile, design and communicate Campaigns / internal competitions. This will include reporting on progress as well as the collating of the information for the payment of the prizes / Incentives
• With other team members, coordinate the maintenance of the Group Store Development report for the Sports division
• Maintain records & Follow up on investigations - Assist in obtaining additional information required by the Field Manager for the investigations

Qualifications and Experience:

• Ideally the individual will have a relevant tertiary commercial qualification
• The successful incumbent will have 5+ years’ experience in retail operations

Skills:

• The candidate must have aptitude for digital technology
• a strong understanding of operational risk.
• A strong reporting background, with at least 5+ years’ experience as an advanced Excel user.

Behaviours: 

• Adhering to Standards - Ensures quality and compliance in the delivery of their work
• Continual Improvement - Actively seeks opportunities to continually improve processes 
• Decision Making - Analyses complex situations to ensure effective and timely choices 
• Driving & Persevering 
• Leading Others - Inspires and guides others to achieve collective goals 
• Meeting Customer Expectations - Consistently delivers exceptional customer service 
• Planning & Organising - Uses a structured approach to effectively manage tasks 
• Relating & Networking