Job Description

Who You Are:

• Have a sound knowledge of project management methodologies and best practices, planning, co-ordinating and operations.
• 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.
• Have a good understanding of supporting improved organisational efficiency, specifically in administrative, programmatic and Retail operations.
• Demonstrate attention to detail and an eye for continuous improvement.
• Able to utilize strong analytical skills to provide efficient and effective solutions.
• Able to solve problems and make decisions.
• Demonstrate the ability to be action and execution oriented.
• Able to collaborate with department heads and other team members.
• Able to confidently present recommendations to the leadership team and successfully convince them to follow the recommended plans of action.
• Able to work effectively in a team environment.
• 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 occasionally for meetings/training.

What you'll have done before:Baseline:

• NQF Level 7 (Degree in Business/ Information Systems/ Data Analytics)
• 8 years' experience in business analysis, business operations or related field
• Project Management experience
• Understanding of IT systems including SAP

Advantageous:

• 5 years in Oil & Gas
• 2 years in Petroleum Retail
• Experience in implementing standard processes and compliance to Retail standards.

Exciting Challenges you might face in the role

• In this role you get to provide key project management support to the Operations Support Manager and the Retail frontline business.
• You get to use your project 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 doingBUSINESS PROCESSES

• Project manage the implementation of retail sales and operations support initiatives, bringing solutions to the business.
• Provide business decision support to the Retail Business

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:
• Manage 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.
• Prepare plan and drive 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
• Drive the preparation of 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.
• Drive 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.
• Drive Weekly Governance and Check-Ins and the preparation of 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
• Manage Checks and Balances to ensure sustained progress, applying a Command Centre approach to key frontline compliance processes and cultivate Sales ownership
• Drive compliance with the process of performance improvement plans for poor performing sites

ANALYSIS

• Analyse 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.

TRAINING MANAGEMENT

• Oversee the One Way Training Module, ensuring content remains relevant and training is executed according to plan.

STAKEHOLDER ENGAGEMENT

• Establish and maintain positive relationships with stakeholders to foster trust and collaboration.
• Execute strategies to engage stakeholders effectively through communication and constantly keeping stakeholders informed and involved through regular updates, meetings, and feedback mechanisms.

LOCATION

• Cape Town

SALARY GRADE

• EM

Job Advert Closing Date: All job adverts close five days after date postedEngen's approved Employment Equity plans and targets will be considered as part of the recruitment process.We welcome applications from people with disabilities. Let us know how we can accommodate you to participate in the recruitment process.Important Information: * The appointment will be made in line with Engen's Employment Equity Strategy.

• All applications must be submitted to the contact person/ numbers provided & in the manner requested.
• If not submitted by the closing date, your application will automatically not be considered.
• Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.
• Engen reserves the right not to make an appointment.

Engen Petroleum