Business Support General Manager

To support the business in driving the strategic objectives through the delivery of innovation, process compliance, improved productivity and the improvement of customer experience across store operations. *Job Objectives:* * To reduce customer complaints by developing a correctly empowered Operations management team to resolve complaints. * To reduce process, procedure and administration in stores without increasing risk to the business. * To continuously improve operational loss prevention actions with the input of all relevant stakeholders. * To continuously improve effectiveness of communication to stores. Manageable volumes, standard formats and better understanding and execution in stores. * Develop sound relationships with all sector of the business to ensure effective operational delivery and execution of new business projects. * To monitor and report on customer service drivers with the aim of identifying trends and identifying opportunities * To continuously drive and implement initiatives that improve customer experience in stores * To achieve agreed financial objectives (budget, benchmarks) * To lead projects around business innovation, capacity expansion, acquisitions and any other business diversifications required to sustain the business cycle. * To evaluate the successful delivery of strategic or tactical business initiatives by performing pre and post project evaluations in accordance with the project objectives and feasibilities. * To partner with stakeholders to drive the strategic objectives of the Business within Store Operations * To provide operational input across various business departments that enhances productivity, efficiency and drives an improved customer experience in stores * To provide support to the Head of Store Operations in preparing and providing input to strategic documents, business reports and other business related requirements * To develop and lead the Business Process Team to deliver on the departments objectives  *Qualifications and Experience:* * 3 year relevant qualification in Business Management (Essential) * 10 years management experience in implementing cross functional projects in a retail operations environment (Essential) * Successful track record in business process re-eingeering * Successful track record in change management *Skills, Abilities and Job Related Knowledge:* * Knowledge of all relevant Clicks business processes, policies and procedures * Retail and business acumen * Business info systems * Financial management * Supply chain management understanding * People management * Change management * Analytical skills * Planning/organising skills * Leadership skills * Interpersonal and influencing skills * Management reporting skills * Design, development and re-engineering of business processes skills * Financial management skills *Competencies:* * Creating and innovating * Formulating strategies and concepts * Adapting and responding to change * Entrepreneurial and commercial