The Deputy Operations Manager is responsible for supporting the day-to-day operations of WHSmith stores while ensuring smooth operational performance, high service standards, and effective staff management. The role plays a key part in managing workforce-related matters and maintaining a productive and professional work environment.
Key Duties:
Staff Management & Employee Relations (Primary Responsibility)
- Handle and manage staff-related issues across stores, ensuring timely and fair resolution.
- Address employee concerns, grievances, conflicts, and workplace disputes professionally and confidentially.
- Conduct counselling, coaching, and disciplinary discussions where required.
- Work closely with HR and management on disciplinary matters, performance concerns, and staff misconduct cases.
- Support investigations relating to staff complaints, attendance issues, misconduct, or workplace incidents.
- Foster positive employee relations and maintain a healthy and respectful work culture.
- Guide and support Store Executives and Supervisors in managing staff matters consistently and professionally.
- Monitor staff morale and identify areas requiring intervention or support.
- Ensure compliance with company policies, SOPs, and workplace standards.
Store Operations Management
- Support and oversee daily store operations to ensure smooth and efficient business activities.
- Monitor operational standards, store presentation, stock availability, and customer service levels.
- Conduct regular store visits and operational audits to ensure compliance with company standards.
- Ensure operational procedures and policies are properly implemented and adhered to across stores.
- Coordinate with store teams to resolve operational challenges and improve workflow efficiency.
- Assist in manpower planning and deployment to ensure adequate staffing levels.
Performance Management & Staff Development
- Monitor employee performance and provide guidance for improvement where necessary.
- Support probation reviews, performance evaluations, and staff development discussions.
- Identify training needs and work with management to improve team capability and performance.
- Mentor and coach store teams to strengthen leadership and operational competencies.
- Undertake additional responsibilities as required to support business and operational needs.
This role requires a hands-on leader with strong interpersonal, conflict resolution, and operational management skills, with a strong focus on employee relations and maintaining operational excellence.
Requirements
Education & Experience
- Diploma in Business, Operations Management, Retail Management or related field preferred.
- Minimum 3-5 years of experience in retail operations, store management.
- Prior experience in handling staff-related matters, employee relations, and team supervision is required.
- Experience managing teams within a fast-paced retail or customer service environment is preferred.
- Professional, approachable, and fair in handling employee matters.
- High level of integrity and ability to maintain confidentiality.
- Hands-on and proactive with a strong sense of accountability.
- Resilient and able to work under pressure in a fast-paced environment.
- Positive attitude and strong team collaboration skills.
