Operations Manager: Fulfilment- Homechoice

**Purpose of the role**

Responsible to direct the management, improvement, implementation and monitoring of administrative, operational and system
- orientated processes in a customer service focused logistics operation to improve overall communication, delivery, efficiencies and returns. Manage the service providers against clear KPA's and service level agreements.

**Key Performance Areas**

**Efficient administrative and general management**
- Develop, monitor and refine operational and administrative processes to improve overall efficiencies and to meet business and productivity standards and timelines
- Ensure all cost efficiencies are aligned with budgets and forecasts.
- Frequently liaise with service providers to ensure and manage best practice, operational reviews on service offering and agreed service level agreements
- Conceptualize, implement, and manage all service level agreements within the various relevant HomeChoice functional units and deliver accordingly
- Standardise, document, implement and manage the key performance indicators across the whole operation to improve system and process efficiencies.
- Continuously liaise with delivery support operations and administrative areas with regard to distribution operations, customer feedback and to action and implement accordingly

**Auditing**
- Responsible to ensure that the relevant policies, procedures, and processes are in place and are continuously monitored for the effective management for fulfilment portfolios

**TMS engagement and integration**
- Ensure the successful implementation of the TMS and related system in the operational areas to ensure appropriate functionality, business benefit and optimum use of the system.
- Work with the support teams to implement process, data, and integration models to ensure efficient system flow throughout the network.
- Manage the testing and deployment phase to ensure the correct implementation of functional system changes
- Continuously question and identify opportunities and manage the implementation of enhancements and configuration changes while staying well within budget and timelines
- Develop all process documentation and processes mapping to support the implementation, maintenance, and management of the TMS system

**Systems and processes**
- Ensure and drive operational planning and business management processes to maximise operational efficiencies - delivery days, returns by service providers
- Reassess current systems and processes and propose enhancements for optimisation in the area
- Effectively monitor the use and efficiency of all analysis on a continuous basis to ensure best operational practices.
- Continuously test and monitor systems and processes within the fulfilment environment
- Manage, document and report on the time
- Identify, track, resolve and mitigate operational risks.

**Analysis and reporting**
- Compile and issue standard daily, weekly, and monthly reports according to business need and requirements timeously.
- Generate and issue ad hoc reports through data mining analysis to provide management with key statistics and trends identified and provide recommendations to act accordingly
- Continuously analyse trends related to despatched and returned items across various despatch methods. Work closely with GR forums to reduce the impact on GR’s to NSV targets
- Ensure a stable working solution and / or service that meets the customers delivery requirements by implementing necessary quality control processes
- Monitor and report on the delivery timing performance for local and over boarder home delivery service providers.

**Project Management**
- Ensure that projects are executed according the HomeChoice project methodology.
- Research, investigate and implement all ad hoc projects to improve the overall system, processes, costs, and timeline efficiencies as required by the business

**Customer Service**
- Daily management of customer queries generated from returns, delivery and/or dispatch areas and action and communicate to relevant parties to action and close queries in a timeous manner through the delivery support and CS teams
- Daily management of customer queries generated from returns, delivery and/or dispatch areas and action and communicate to relevant parties to action and close queries in a timeous manner through the delivery support and CS teams
- Ensure that all processes operate within agreed standards and timelines
- Improve the customer experience through speeding up the distribution processes
- Continuously investigate and test ways to improve delivery and packaging efficiencies

**Quality Management**
- Ensure that the impact of business processes and / or information system changes on the organisation are identified and that the necessary communication and training strategies, organisational structures, job designs, and performance measures are implemented to successfully bring about the desired change.

**Change Management**
- Ensure that the nece