Operation & Performance Tracking Sr. Specialist

A. PROFILE

Role Title: Operation & Performance Tracking Sr. Specialist

Reporting to: Alternate Channel & Retail Business Head

Division: Sales & Distribution

Department / Section: Sales & Distribution

B. CONTEXT

Purpose:

The Process Senior Specialist is responsible for planning and tracking channel-wide store performance against targets for incentive compensation purposes. This position works closely with U9 retail stores nationwide (COCOs and FOFOs) to promote overall operational compliance and support projects and programs to drive revenue generation in retail stores.

Context:

The Commercial Department is responsible for executing and implementing consumer business strategy and building brand affinity and connect in order to achieve growth in customer market share and revenue market share; through focus on the various business and distribution channels and customer experience.

This position supports the Retail Service team which drives our retail business through own stores, franchise partner stores and village kiosk partners, creating brand awareness in urban and rural areas while generating sales through various touch points across the country.

C. ROLE ACCOUNTABILITIES

Retail Store Operational Support

• Manage and develop a team for compliance the internal process and meet service delivery demands, expectations
• To ensure that suitable processes and procedures are in place to ensure all administrative and planning responsibilities
• To ensure procedures are in place that ensures that completed work is monitored and the service area is delivering a quality product
• Facilitate new store set-up logistics in coordination with IT and Procurement to provide retail stores with necessary technology, equipment and assets such as laptops, printers, counting machines
• Review and evaluate existing retail store processes to proactively identify process improvement opportunities to increase efficiency and effectiveness
• Participate in periodic retail store visits/audits to monitor operations and ensure compliance with policies and procedures in collaboration with Asset team
• Monitor daily service and operational KPIs (store targets, products, manpower) and prepare monthly achievement report to management (SIP), notify staff who are consistently missing targets
  
  
  

Sales and Performance Analytics

• To support the management of all business areas by providing analysis and reporting information to ensure financial and contractual targets are met
• Supervise the reporting executive with reporting accuracy and effectiveness align with the business KPI's are maintain accurately and effectively all necessary files/records
• Monitor performance of channel-wide stores, liaise with cross functional peers to extract data for analysis
• Prepare and circulate performance reports to relevant stakeholders standardized reporting formats and dashboards
• Track and manage the operating expenditure (OPEX) of OM stores and collect raw data from own stores for P&L report preparation on a monthly, quarterly and annual basis
• Provide troubleshoot support regarding CRM issues across the retail channel stores (own stores and franchise partner stores)
• Assist in monitoring, validating and processing internal incentives programs
  
  
  

Retail commissioning management

• Channel payouts are releasing with accuracy and on an expected timescale
• Commission/SIP KPI's analysis or simulation sharing with the retail manager, store team.
  
  
  

Stocks Inventory Control

• Monitoring the stock and e-top up orders from stores through raising various system requests (e.g. STOs, PRs, POs)
• Collaborate with cross-functional teams to analyze stock usage and variance in order to optimize inventory levels gap for SIMs, Vouchers and Devices between physical and various system (CRM and SAP)
  
  
  

D. KEY PERFORMANCE INDICATORS

• Achievement of set Operational productivity KPIs
• Channel commissioning timeline and accuracy
• Analysis/simulation business KPI's
• Assist effective implementation and compliance of operating procedures
• Facilitate new stores setup & logistics arrangement for store equipment
• Operational Inventory Control
• Asset Recollection
  
  
  

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:

Internal: Finance, HR (Payroll), Office IT, Procurement, BI

External: Vendors (Huawei), Franchise Partner stores and other channel partners

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• 3 – 5 years' work experience with at least 3 years in a retail operations role
• Demonstrated experience supporting retail sales operations and logistics for setting up new stores
• Experience analyzing sales data from diverse sets of data to assess overall performance of store
• Working knowledge of CRM systems and account management practices
• Proficiency in Microsoft Office suite, with intermediate level skills in Excel and PowerPoint
• Prior work experience in telecoms industry is preferred but not mandatory
  
  
  

Minimum Entry Qualifications

Bachelor degree in business administration, marketing or related field from a recognized university