They key role of the Operation Services Dept. is to serve as a bridge between Operations & the various support function departments including Management. As the Head of Department, the Operations Services Manager is expected to manage the dept.’s functions to ensure all executional responsibilities are carried out effectively.
Summary of essential job functions
· handle all internal and external customer service related support relating but not limited to – issuing of memos for new marketing promotions, store activities and liaising with external customers regarding complaints and/or compensation
· formulate project plans and assess strengths and weakness upon completion and apply learning points to new initiatives
· perform workflow analysis and recommend improvements where required
· in-store IT development, troubleshooting and support
· enforce store operations compliance towards queue system, point-of-sales system, production contact system
· identify issues related to business processes including risk assessment and develop plans to resolve
· work with various internal stakeholders for POS creation
· implement audit and control policies and procedures
· data analysis & internal coordination to identify, investigate & resolve lapses in existing operational workflow
· initiate corrective actions on any internal store related audit findings
· work with Marketing team on customers engagement initiatives and membership promotions
· implement customer value proposition programme for monitoring customers service and product quality satisfaction e.g. Mystery Shopper Program
· partner with Information Technology team to provide up-to-date data for system migration and development.
Minimum requirements
· degree/diploma
· at least 10 years of relevant working experience in the service industry (experience in food and beverage, catering and/or hospitality industry will be an added advantage)
· proficient in MS office applications
· effectively bilingual in English and Mandarin (to liaise with Mandarin speaking associates)
· customer-centric with excellent communication skills
· resourceful and organised
· ability to work in a fast-paced environment
