Ensure Operational Excellence: Oversee compliance with company policies, procedures, and operational standards while continuously identifying opportunities to improve processes, productivity, and overall store performance.
Customer & Market Focus: Champion a customer-centric approach across all retail operations while keeping up to date with market trends, competitor activities, customer behaviours, and emerging retail opportunities.
Budget & Financial Management: Partner with the operations team throughout the annual budgeting process, monitor financial performance, and provide realistic sales and operational inputs to support the achievement of budget and profitability targets.
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Work in shifts may be required to meet evolving business needs and operational schedules.
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Coach team leads and senior analysts on case decision quality, investigative rigour and escalation judgment. Build a bench of leaders within the team, not just individual contributors.
Set individual and team performance goals, conduct regular performance reviews, and manage underperformance directly and fairly.
Define and own the KPI framework for the function, covering case turnaround times, alert to resolution SLAs, QA pass rates, STR/SAR filing timeliness and backlog ageing. Review these regularly with the team, not only at leadership reporting time.
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Prepare and review technical reports for various needs including client requests, warranty claims, and insurance claims.
Track and ensure warranty claims are completed; follow up with vendors or suppliers and propose improvements based on the outcomes of approved or rejected claims.
Manage, maintain, and sustain adequate inventory of spare parts, tools, and equipment for the assigned team.
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Manage trainer productivity and training schedules across classroom, on-the-job, and online learning formats to achieve monthly trainee output targets.
Develop Store Field Trainers and strengthen OJT capability to improve new-joiner onboarding effectiveness at store level.
Ensure training effectiveness, compliance, and certification through assessments, Food Handler Training, HRDC claims, and proper documentation.
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Coach team leads and senior analysts on case decision quality, investigative rigour and escalation judgment. Build a bench of leaders within the team, not just individual contributors.
Set individual and team performance goals, conduct regular performance reviews, and manage underperformance directly and fairly.
Define and own the KPI framework for the function, covering case turnaround times, alert to resolution SLAs, QA pass rates, STR/SAR filing timeliness and backlog ageing. Review these regularly with the team, not only at leadership reporting time
...
Want to help shape how hardware gets sold and delivered? Working with us at Metasigma, you will join a small tech-hardware team building dependable devices and systems that help customers operate more smoothly.
As a builder on our Commercial & Operations team, you will set up practical sales and operations routines that scale as we grow, and help turn early ideas into repeatable workflows you can point to.