Operations Support Manager needed at Engen

Who You Are:

• Have a sound knowledge of Retail fuels and convenience, to help you understand the specific operational challenges and opportunities facing Retail and enable you to develop effective solutions.
• Be passionate about customer experience and service.
• Have good understanding of processes, compliance and operational standards.
• Have experience in planning and implementing processes to improve quality, productivity, and performance of business operations.  Able to suggest process and business operations improvements and implement them.
• Have experience in leading and motivating teams.
• Demonstrate the ability to be action and execution oriented.
• Able to collaborate with department heads and other team members.
• Able to communicate effectively and be adaptable.
• Have good presentation and report writing skills.
• Have excellent planning, organizing and interpersonal skills.
• Able to prioritise and manage in a high-pressure environment.
• Able to travel occasional for meetings/training.

What you’ll have done before:

Baseline:

• NQF Level 7 (Degree in Marketing, Sales, Finance, Business or related) 
• 8 years’ experience in related field, including people management.
• Experience in managing a diverse team.
• Experience in project management.

Advantageous:

• Degree in Commerce or Engineering
• Project Management certification
• 5 years’ experience in Oil & Gas or Retail
• Experience in implementing standard processes and compliance to Retail standards.
• Knowledge of relevant IT systems & SAP

Exciting Challenges you might face in the role

• In this role, you get to take on a key role in ensuring the smooth and efficient operation of the retail frontline business.  
• You get to use your management, administration, and problem-solving skills to make a positive impact on the operational performance and outcomes.
• Additionally, you get to work with a variety of people and functions, learn new skills and knowledge.  
• You may also have to handle complex and diverse operational issues and risks, manage conflicting expectations from different stakeholders and adapt to changing operational environments and requirements.

What you’ll be doing

SALES & OPS:  CUSTOMER SUPPORT & FINANCIAL PERFORMANCE 

• Provide effective stakeholder management and build relationships to ensure seamless partnership with frontline sales teams and dealers
• Monitor the KPI’s for Area Managers and RSOM’s

SALES & OPS:  BUSINESS PROCESSES

• Drive operational excellence, service improvement and process refinement through to realisation, Drive effective operating models to maximise revenue and performance.
• Oversee the Call Planning Cycle – act as the focal point ensuring all Call Planning activities for Area Managers are scheduled, and follow up to ensure all returns (Business Meeting Records, TMSR) are completed on time.
• Co-ordinate and support the Area Managers in timely completion of Stock Out Notifications and Retailer Competency Assessments.  
• Provide support on wet stock management, by ensuring Engen Retailers capture daily dips in ASR SIAM, or where applicable in the daily stock capturing tool.  Follow up on non-compliant sites.  
• Coordinate all activities relating to issuing and renewing Company Owned agreements (Ops Leases for CORO sites) including management of necessary licenses, rentals etc.

SALES & OPS:  MANAGE SYSTEMS AND TOOLS

• Manage the Vivo Retail Performance Tool (VRPT) master data (up to date site list, sales area managers).  Manage the upload of monthly volume targets and actuals into the tool and communication of the league tables.
• Manage first line support on the Business Meeting Records tool.
• Manage the maintenance of accurate master list of facilities on site to enable correct facility assessments in the Basic Guest Experience (BGE) / Mystery Shopper Programme.
• Ensure the necessary Site Operations tools are on site including the Site Staff Effectiveness Poster, shift activity roster, daily Ready For Customer (RFC) are implemented on site.
• Manage the Dealer News communication between Engen and our Retailers and Site Supervisors, by reviewing all communications for quality and timing (weekly vs emergency issuance).  

MANAGE RETAIL STANDARDS COMPLIANCE

• Manage update to the OneWay Playbook to ensure document reflects best practices on the frontline to address all major issues across the 8 customer touchpoints (Entrance & Exit, At the Pump, Convenience Offering, Look & Feel, Services, Staff at your Service, Payment & Loyalty, Proactive Dealer)
• Manage One Way Tools and Approach to assess areas of maximum impact for the customer experience, address and escalate issues:
• Ownership of Site / Dealer Dashboard:  Visualise station performance for fuel & non-fuel, to allow dealer to hone in on underperforming areas, and assist the AM’s to build action plans to drive improved site performance.
• Manage plan and completion of annual 360 Degree Assessment conducted by Area Managers, to provide a detailed view of the station to inform the initiative tracker and refresh the Full Potential Plan
• Manage the Full Potential Plan (Annually) to provide a consolidated view of the issues prioritized form the 360 RSD and initiative tracker, so as to provide the AM with a structured approach to deal with basic and structural improvements and game changing opportunities
• Manage the Initiative Tracker completed by Sales, to monitor and track initiatives highlighted by the 360 RSD, so that the issues are translated into actionable items which are prioritised and allocated target dates and responsible parties.  Track progress.
• Co-ordinate Weekly Governance and Check-Ins
• Manage plan and completion of 6-weekly SPOT RSDs (aligned with Dealer Check-ins),  to enable dealers and AMs to identify areas to improve the customer experience
• Co-ordinate Customer NPS & Mystery Shop (Voice of Customer) to assist AM’s in understanding the customer experience on site to inform improvement areas and areas that should be leveraged
• Manage Checks and Balances to ensure sustained progress 
• Applying a Command Centre approach to key frontline compliance processes
• Manage plan and completion of quarterly Dealer RSDs (23,25,26,30) to allow dealers to identify and improve on all performance Gaps
• Manage Site Staff Triggers, incentives and consequences
• Manage Dealer Triggers, Incentives and consequences
• Manage Sales Trigger Incentives and consequences
• Cultivate Sales ownership
• Manage compliance to the process of performance improvement plans for poor performing sites, provide central view of warning letters issued and management site reviews conducted.

TRAINING SUPPORT

• Manage the training of Retailers on the data capture and reporting processes within the VRPT tool

CAPABILITY MANAGEMENT

• Drive compliance to HR processes and procedures by ensuring the following for the department
• Manage resourcing requirements by working with the allocated HR Business partner in the implementation of recruitment / job profiling / job evaluation;
• Actively engage in talent management by developing Individual Development Plans (IDP’s) for the allocated team in order to enable career plans;
• Manage staff performance through performance contract and conduct 6 monthly performance reviews and talent management discussions;
• Manage team delivery and effectiveness through the facilitation of knowledge and skills transfer within the team;
• Foster team building by coaching and mentoring the allocated sales team.

COMPLIANCE & STANDARDS MANAGEMENT

• Ensure that all sales activities comply with company policies and industry regulations.
• Maintain high standards of quality and professionalism in all sales operations