Job Description
1. Role Purpose
The Senior Manager (Process) is responsible for leading a team to drive projects and systems that aim to transform and improve store processes for our frontliners, making their everyday life a bit better.
He/She will lead a team and support on two key pillars of retail operations:
- Digital Operations: Supporting in-store systems, mobile platforms, and handheld devices.
- Process Improvements: Translating and maintaining process improvement training guides and SOP documentations.
2. Key Result Areas (KRA) & Major Activities / Outcomes
Operational Planning & Execution
- Project Roadmap Delivery: Lead and oversee the execution of store digital process roll-outs, mobile platform transitions, and reporting tools, ensuring alignment with overall retail operations timelines.
- Resource & Capacity Planning: Optimize team assignments and allocate the resource pool effectively to manage project delivery schedules, support workflows, and resolve operational bottlenecks.
Initiative Management & Leadership Development
- Program Execution: Manage the delivery of multiple concurrent store-level technologies and process improvement initiatives, taking accountability for milestones, quality control, and successful store adoption.
- Talent Development & Capability Drive: Actively mentor, coach, and upskill the team. Set clear growth paths and performance expectations, elevating the team's analytical, technical, and process-mapping capabilities to prepare them for future growth roles.
Stakeholder Management & Change Enablement
- Cross-Functional Alignment: Manage operational relationships and alignment between Store Operations, Business Leads, IT Departments, and external vendors to facilitate smooth testing, piloting, and scaled deployments.
- Process Standardization: Oversee the translation of technical systems and process modifications into simplified, standardized operating procedures (SOPs) and training frameworks that minimize friction for frontliners.
Process Optimization & SOP Documentation
- SOP Design & Upkeep: Oversee the end-to-end design, translation, and regular upkeep of highly clear, frontline-friendly standard operating procedures (SOPs), process manuals, and digital user guides.
- Continuous Improvement Training: Partner with field teams to identify operational bottlenecks and maintain up-to-date, practical process improvement training frameworks that ensure swift store adoption of new workflows.
Job Requirements
- Education: Bachelor's degree in Business Administration, Operations Management, Information Technology, Engineering, or a related field.
- Professional Experience: Minimum of 6-8 years of experience in Retail Operations or Project Management, with at least 2+ years of experience supervising teams, mentoring junior staff, or leading project delivery.
- Methodology & Tooling: Good understanding of project management principles and retail systems. Experience working with store-level ERP systems such as SAP, PDA apps, and dashboards is highly desirable.
- Leadership & Influence: Strong leadership and coaching skills, with a proven track record of mentoring team members, building a supportive learning environment, and motivating a small team of executives while fostering positive relationships with store staff.
- Communication: Strong verbal and written communication skills, with the ability to confidently engage both store teams as well as senior management.
- Adaptability: Well-organized, detail-oriented, analytical, and adept at operating in a fast-paced, ambiguous environment undergoing significant digital transformation.
