Commercial Operations Manager
at Pedros
Newlands, KwaZulu-Natal, South Africa -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 10 Oct, 2024 | Not Specified | 11 Jul, 2024 | N/A | Crm,Continuous Improvement,Financial Analysis,Service Providers,Powerpoint,Teams,Interpersonal Skills,Operations Management,Analytical Skills | No | No |
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Description:
REQUIREMENTS:
- Higher certificate or diploma in Business Administration, Operations Management, or a related field
- Minimum of 3 years’ experience in operations management, preferably in the QSR industry- Advantageous
- Minimum of 2 years’ experience in external relationship management or client relations
- Must be experienced in dealing with and resolving issues with irate customers
- Strong analytical skills and proficiency in financial analysis
- Strong understanding of the QSR franchising business model
- Excellent leadership, communication, and interpersonal skills
- Proven ability to manage multiple projects and meet deadlines
- Ability to work collaboratively with internal teams and external service providers
- Problem-solving mindset with a focus on continuous improvement
- Highly proficient in MS Excel, PowerPoint and Teams
- Experience with CRM and call centre management
- Own vehicle, with ability to travel to various store locations
- Willingness to work long hours aligned to business trading hours, and be available on weekends to attend to emergencies, and support the team during peak trading hours
Responsibilities:
- The Operations Manager will be responsible for the seamless management and coordination of day-to-day operations for the Call Centre, Own Delivery, and 3rd Party Delivery services. This role requires a strategic thinker with strong analytical skills and an in-depth understanding of the QSR franchising business model
- The successful candidate will ensure efficient and effective operations while maintaining close relationships with strategic service providers and partners to optimise the operational performance across the brand
- Call Centre Operations:
- Oversee the daily operations of the call centre
- Ensure customer inquiries and orders are handled efficiently
- Implement strategies to improve customer service and call centre efficiency
- Manage and train call centre staff
- Own Delivery Operations:
- Manage the company’s delivery fleet and operations
- Develop and implement delivery schedules to optimize efficiency
- Ensure timely and accurate delivery of orders
- Monitor and improve delivery performance metrics
- 3rd Party Delivery Operations:
- Coordinate with third-party delivery service providers
- Monitor and evaluate the performance of third-party services
- Ensure compliance with company standards and policies
- Resolve any issues related to third-party deliveries
- Collaboration with Service Providers:
- Maintain strong working relationships with service providers such as Yumbi, Data Smith, Mr. D, Uber, and Lularides
- Negotiate contracts and agreements with service providers
- Coordinate integration of service provider platforms with the company’s systems
- Financial Analysis and Reporting:
- Analyze labour costs and prepare financial reports
- Submit income statements and operating cost reports for the call centre
- Develop and manage budgets for call centre and delivery operations
- Identify cost-saving opportunities and implement cost control measures
- Strategic Planning and Execution:
- Develop and implement operational strategies to enhance service delivery
- Monitor industry trends and adapt strategies accordingly
- Lead projects to improve operational efficiency and customer satisfaction
- Compliance and Quality Assurance:
- Ensure compliance with all relevant laws, regulations, and company policies
- Implement quality assurance processes to maintain high standards of service
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Financial Services
IT Software - Other
Accounts Management
Diploma
Higher certificate or diploma in business administration operations management or a related field
Proficient
1
Newlands, KwaZulu-Natal, South Africa