Manager - cial Operations SA

Description

Mission/ Core purpose of the Job

To lead the end-to-end process of building, refurbishing, and optimizing MTN retail stores, ensuring strategic alignment with brand, market trends, and customer experience standards.

• The role drives innovation in store design, oversees construction and fit-out, and ensures every MTN store is welcoming, aesthetically pleasing, and delivers an exceptional customer experience.

• To define, coordinate, align and ensure implementation of all store build

• functions within the Retail Channels

• To ensure best practice in store build within the channels in alignment with organisational strategy and industry standards

• To manage the process of building stores and maintain and manage significant relationships with suppliers

• To ensure that all construction work complies with ISO 9000

• To Execute store build schedule program to align with strategic intent

Job Outcomes / Results

• Improved relations with stakeholders

• Improved collaboration with cross functional teams

• Improved compliance with ISO 9000

• Enhanced delivery of built stores on time and in accordance with specifications

• Optimized property portfolio and management Thereof.

Responsibilities

Key Activities & Responsibilities

Strategic Input and Implementation

• Provide input into Experience Centres & Franchises and based on strategy set, and implement Storebuild plans, objectives and goals

•Develop and implement retail store build strategies aligned with MTN's brand, market trends, and customer experience goals.

•Guide store design optimization, ensuring layouts and aesthetics enhance sales and customer satisfaction.

•Monitor industry trends and incorporate best practices in store construction and experience

Operational Implementation: Store Build and Real Estate

• Monitor and manage all contractual obligations

• Liaise with Marketing and other internal departments to ensure alignment of activities

• Co-ordinate the dissemination of communication to all regions

• Make inputs with regard to the long term implications of action plans from a broad perspective (strategy of Retail Channel )

• Identify and explore innovative ways to enhance Channel performance and marketing mix

• Ensure compliance of strategy to Consumer Channels and implement remedial action for non-compliance

• Maintain and adhere to health and safety standards in accordance with Consumer Channels

• Implement and conduct a Quality Assessment Process

• Ensure balanced workload of resources

• Ensure communication of status of build schedule

• Ensure integration with owned and non – owned structure

• Address and resolve all issues related to SLAs ( late payments, non- performance according to contractor and any non contractual

obligation fulfilment)

• Oversee the motivation for and approval of vendors and their loading for payment

Project & Construction Management

Oversee all phases of store construction, refurbishment, and fit-out, ensuring compliance with MTN standards and ISO 9000.Lead and coordinate TKC contractors, architects, shopfitters, and construction professionals.Manage project schedules, budgets, and resource allocation for timely and cost-effective delivery.

Stakeholder Management

• Build and maintain good relationships with all contractors and suppliers including inspectors at city councils and other appropriate

stakeholders in store construction.

• Respond to queries. Escalate where appropriate - follow up on and respond to all queries within the agreed response times

• Maintain good communication and relationships with Consumer Channels

• Maintain regular contact with role players in the Property sector such as Developers, landlords and Managing agents in order to

maintain market intelligence

i.e. vacancy rates, market rentals, new property development

• Conduct regular site visits and attend project and lease and related meetings liaising with clients/landlords/tenants as required and

addressing any queries.

• Lead, motivate, and develop a multidisciplinary team, fostering collaboration and high performance.

• Build and maintain strong relationships with suppliers, vendors, contractors, and internal stakeholders.

• Communicate project status, challenges, and successes to senior management and cross-functional teams.

Governance, Policies, Procedures and Reporting

• Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures

• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery. This includes unresolved dealer issues, escalating when necessary, and providing prompt feedback as well as mediation of account queries

• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity

• Work consistently according to standards of accuracy, deadlines and formats

• Analyse regional performance and compile reports in relation to store building activities

• Generate and submit monthly reports on building plans, infrastructure and store build administration

• Manage and ensure an efficient document management system is maintained and kept up to date

Customer Experience & Brand Standards

• Ensure every store delivers a welcoming, high-quality customer experience and reflects MTN's brand values.

• Collaborate with marketing and internal teams to align store environments with brand campaigns and customer expectations.

• Implement quality assessment processes and remedial actions for non-compliance.

• Establish and build relationships with all relevant stakeholders

• Align service delivery to changing market segments

• Understand customer needs and develop and fine-tune systems accordingly

• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures

• Put contingency plans in place to prevent delays and enhance the customer experience

• Adopt a proactive approach to prevent problems from arising in the future.

Continuous Improvement

• Drive the adoption of best practice and innovation at process and procedure level

• Evaluate existing processes and procedures with the objective of improving service delivery

• Seek feedback from clients/ stakeholders regarding how to improve on quality and customer service standards

• Identify ways to fine tune policies, processes and systems in line with changing work practices

• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness

• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance

• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry

• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity

• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

• Operational Excellence

• Ensure health and safety standards are maintained across all projects.

• Optimize property portfolio and manage store assets for sustainability and efficiency.

• Drive continuous improvement and innovation in store build processes.

Budget Management/ Cost Control

• Submit inputs for the compilation of budgets and provide variance explanations

• Manage and optimise the budget, ensuring that expenditure remains within budget parameters

• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios

• Attend to financial reports and provisions, rental escalations and/or terminations, in consultation with the Finance Department

• Identify areas where money is lost and seek ways to reduce expenditure

• Maintain regular contact with role players in the Property sector such as Developers, landlords and Managing agents in order to

maintain market intelligence

i.e. vacancy rates, market rentals, new property development

• Identify opportunities to generate additional revenue

• Report on achievement of monthly cost control targets and initiate

People & Culture Management

• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment

• Create and implement personal development plans

• Define the divisional KPAs and KPIs that will be cascaded down to each area

• Manage performance and identify training needs. Coach and guide subordinates

• Enable and model healthy employee relations and collaborative teamwork

• Manage diversity, develop, and embed an Employment Equity plan for the business area

• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management

• Act as an ambassador for the Channels team by living the Brand values and vital behaviours and changing and influencing employees' behaviour

• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company's brand to be the employer of first choice

Job Competency Card

Core Competencies Level

Project Management: Expert

Leadership: Expert

Stakeholder Management: Intermediate

Portfolio Management: Expert

Negotiation Skills: Intermediate

Contract Management: Intermediate

Communication & Presentation: Intermediate

Customer Centricity: Expert

Collaboration and Influence

Consumer functions/ Direct Sales sub-division/ Product Development Board: High

GM: Experience Centres and Franchises: High

Internal Channels Teams (e.g. Channel Expansion: Low

External stakeholders (suppliers, vendors, contractors etc.): High

Supporting Competencies Level

Judgement: Intermediate

Critical Thinking & Problem Solving: Intermediate

Co-ordination & Planning: Expert

Collaboration: Expert

Business Acumen: Intermediate

Job Portfolio Focus Degree

Strategy: Medium

Operations & Implementation: High

Team/ People Management: Medium

Qualifications

Education, Skills and Experience

Education

• Bachelor's degree in Construction Management, Architecture, Business, or related field (preferred)

Experience

5+ years' experience in retail construction, store design, or project management.Proven track record of leading multidisciplinary teams and delivering complex retail projectsStrong background in property development and refurbishment

• Good Understanding of retail construction and shop fitting industry.

Skills

• Excellent communication skills

• Business Acumen

• Analytics and Interpretation

• Strategic Thinking

• Organisational Agility

• Dealing with ambiguity and complexity

• Customer centricity

• Ability to manage multiple Projects

• Knowledge of ISO 9000, health and safety, and regulatory compliance

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