Job Description

JOB PURPOSEWe are searching for a detail-oriented and proactive Operations Manager to manage 4 x Ticketpro outlets that predominantly services Putco Passengers. The Operations manager will be responsible for managing all aspects of the 4 outlets which includes Financial Reconciliation, Process and Staff management as well as driving sales targets.RESPONSIBILITIESPeople Management

• Oversee recruitment and ensure that full staff levels are always maintained
• Establishment of organizational structure within the business unit, delegation of tasks and accountabilities
• Establish work schedules
• Supervise staff
• Monitor and evaluate performance reviews
• Ensure competency of staff and be sure to follow up on disciplinary matters
• Make sure staff are motivated and working satisfactorily
• Firmly establish Health, Safety and welfare of all staff at all times
• Health and Safety committee meetings are held, minuets taken, and tasks assigned to appropriate staff members
• Maintain time and attendance records of staff
• Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance
• Facilitate coordination and communication between support functions

Project Management

• ID objectives, Determine the scope, Planning and scheduling, Roll out, Analysis, Revenue. Improving operational management systems, processes and best practices that guarantee organizational well-being
• Best Practices - Improve processes and policies in support of organizational goals
• Formulate and implement departmental and organizational policies and procedures to maximize output
• Monitor adherence to rules, regulations and procedures

Operations Efficiency

• Human resources, Operating resources, Cost and budgeting, Periodic analysis and reporting, Training (sales reps/Customers), Definition and mapping of processes
• Ensuring that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements
• Contribute towards the achievement of companys strategic and operational objectives
• Strategic Input - Assist in the development of strategic plans for operational activity
• Implement and manage operational plans
• Perform quality controls and monitor production KPIs Cater to clients or personnels concerns

Analysis and Reporting

• Data collection (aggregation), Data analysis, Reporting, Input into strategy development, Installations (implementation) (miner projects)
• Ensure understanding of continuous improvement of data analysis
• Examine financial data/statements/Site Reports/Recons and use them to improve profitability and to ensure processes have been followed accordingly
• Marketing - Coordinating and facilitating of weekly Promotions

Customer Service

• Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
• To embody the customer is king philosophy
• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Handle, and resolve customer complaints
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process

QUALIFICATION

• Matric
• Additional Qualification or Certifications or training is a plus

EXPERIENCE

• Proven experience in retail management will be required
• Strong understanding of financial and reconciliation principles
• Ability to work independently with minimal supervision and as part of a team in a fast-paced environment
• Flexibility to work outside of regular business hours and travel to different sites as needed
• Customer service-oriented mindset with a commitment to delivering high-quality solutions and support
• 3 years Proven working experience in a retail supervisory or sales environment

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