OPERATION SUPPORT & PROCESS IMPROVEMENT MANAGER

JOB SUMMARY

The Operation Support & Process Improvement Manager is responsible for providing operational support to all retail branches and driving continuous improvement across EVEANDBOY’s store network. This role serves as a key liaison between Head Office and retail branches, ensuring effective communication, timely resolution of operational issues, and consistent implementation of company policies, procedures, and initiatives.

The position also leads the development and optimization of standardized operating procedures, workflows, tools, and systems to improve operational efficiency, productivity, cost effectiveness, and service quality. Working closely with cross-functional teams, the role ensures alignment between store operations and business objectives while promoting operational excellence and continuous improvement.

KEY RESPONSIBILITIES

 1. Operation Support & Communication

·      Coordinate and communicate operational announcements, company policies, procedures, promotions, and campaign guidelines from Head Office to all retail branches in a timely and effective manner.

·      Ensure branch acknowledgment, understanding, and implementation of operational instructions and key initiatives.

·      Serve as the primary point of contact for operational inquiries, issues, and challenges raised by retail branches.

·      Coordinate with relevant departments, including IT, HR, Marketing, Supply Chain, Merchandising, Finance, and Store Operations, to resolve operational issues efficiently.

·      Monitor, follow up, and maintain records of branch issues, corrective actions, and resolution status.

·      Collect feedback from store teams and communicate recurring issues and improvement opportunities to relevant stakeholders.

2. Process Improvement & Standardization

·      Analyze and map existing store operational processes to identify inefficiencies, bottlenecks, redundancies, and opportunities for improvement.

·      Develop, review, and standardize SOPs, workflows, checklists, and operational guidelines across retail branches to ensure consistency and compliance.

·      Identify and implement process improvements to enhance productivity, operational accuracy, turnaround time, and customer service quality.

·      Review store routines, inventory handling, replenishment, manpower utilization, and back-of-house processes to improve efficiency and minimize operational losses.

·      Collaborate with relevant departments to improve systems integration, automate workflows, and simplify operational procedures.

·      Develop operational tools, templates, and reporting formats to support effective store management and execution.

3. Project Management & Implementation

·      Lead and coordinate operational improvement projects, including the implementation of new systems, tools, processes, and workflows across the store network.

·      Work closely with Store Operations, HR, Training, IT, Marketing, Visual Merchandising, Supply Chain, and other relevant departments to ensure successful project execution.

·      Support new store openings, renovations, and operational changes by developing implementation plans, readiness checklists, and follow-up procedures.

·      Monitor project timelines, milestones, deliverables, and implementation progress to ensure completion within agreed targets.

·      Develop training materials and coordinate training or communication sessions to facilitate the effective adoption of new processes and systems.

·      Follow up on store execution and ensure that new processes, operational standards, and initiatives are consistently implemented.

4. Performance Monitoring & Continuous Improvement

·      Establish and monitor operational KPIs, productivity benchmarks, and service standards to evaluate store performance and process effectiveness.

·      Analyze operational data, reports, and feedback to identify trends, recurring problems, and opportunities for improvement.

·      Prepare regular reports on operational issues, project progress, improvement initiatives, and business impact for management review.

·      Identify opportunities to reduce operating costs and improve resource utilization without compromising customer experience, operational standards, or compliance.

·      Coordinate with Internal Audit and relevant departments to address operational gaps, implement corrective actions, and strengthen internal controls.

·      Evaluate the effectiveness and business impact of implemented improvements and recommend further enhancements to support continuous improvement.

QUALIFICATIONS

·      Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field.

·      Minimum 5 years of experience in retail operations, operational support, process improvement, or project management.

·      Strong understanding of retail store operations, customer service, inventory control, merchandising, and POS systems.

·      Proven experience in process improvement, SOP development, project coordination, and cross-functional collaboration.

·      Strong analytical, problem-solving, planning, and project management skills.

·      Proficiency in Microsoft Office, particularly Excel and PowerPoint; experience with Power BI, Visio, or other process mapping and data analysis tools is an advantage.

·      Excellent communication, coordination, stakeholder management, and change management skills.

·      Service-oriented, proactive, detail-oriented, and results-driven, with the ability to manage multiple priorities and work effectively under pressure