Fresh Jobs at OneCart

Job purpose

• To effectively coach and lead their team in achieving the agreed goals by developing the necessary skills of each team member in achieving the required results.
• Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic

Duties and responsibilities

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on Logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI’s, specifically related to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve motivation and communication
• Ensure that all staff report to work on time at all times.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs initiate suitable training to better staff knowledge in their environment

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries
• Investigate and respond to shopper queries.
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own Branch to solve problems

Report

• To provide weekly feedback on staff performance levels.
• To provide reporting and associated performance insights on a daily, weekly and monthly basis
• Ensures accuracy of reporting
• Ensures real-time reporting is always available and visible
• Reports are accurate and timeously submitted to relevant parties
• Advise and check weekly reports for complaints, downtime reports, store productivity

Qualifications requirements

The following requirements are necessary:

• Be eligible to work in South Africa.
• A valid South African driver's license or a valid South African Professional driving permit (PrDP)
• Clean driving record.
• Must have your own vehicle or motorbike (registration documents to be verified)
• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• 2-3 years Team Leader experience

Competencies and Skills

• Attention to detail
• Time management skills
• Conflict management skills
• Negotiation skills
• Professional verbal and written communication skills
• Responsive
• Effective planning and organising
• Self-directed and motivated
• Interpersonal skills
• Ability to build and maintain relationships
• Resilience
• Decisive and action-orientated
• Assertiveness
• Ability to work independently and under pressure
• High emotional intelligence

Working conditions

• Working conditions cover various circumstances from regular evening and weekend work, public holidays shift work, working outdoors and working with challenging clients.
• Dress Code, the company prides itself in presenting a professional and respectable image to our clients
• As ambassadors of the company, employees are required to be dressed appropriately and presentable and ensure a professional appearance.

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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.