Sr. Executive, HQ Operations (Retail)

About you

As a key member of our newly established operational taskforce, you will serve as a vital mobile resource to ensure seamless business continuity across our CARSOME Showrooms nationwide. You will step in to bridge manpower gaps during peak expansions and critical staffing shortages, providing on-the-ground support when and where it is needed most. Beyond day-to-day operations, you will drive frontline excellence by conducting hands-on staff training and executing site audit visits to continuously assess and elevate operational conditions across the network.

Your Day-to-day

1. Emergency On-Ground Deployment & Operations Support

• Mobile Operational Backup: Serve as an emergency on-site replacement (covering BSO, BSA, or BOAM functions) across CARSOME Showrooms (EC) and Inspection Centers (IC) nationwide during sudden resignations, manpower shortages, new store setups, or special project requirements.
• Full-Cycle Order & Inventory Management: Track customer orders from booking (online/offline) through to delivery, including monitoring loan applications, bank disbursements, and coordinating fleet inventory movements between centers.
• Financial & Administrative Execution: Handle petty cash management, vendor PR/PO preparations, terminal card settlements, and execute ownership transfers (E-Auto) when stepping into showroom administration roles.

2. Training, Enablement & Process Automation

• Frontline Development: Deliver hands-on, physical training to new hires or existing frontline staff on core operational tasks, standard operating procedures (SOPs), and new process rollouts.
• Performance & SLA Driving: Coach Branch Support Admins (BSA) and showroom teams to consistently meet target Turnaround Times (TAT) and Service Level Agreements (SLAs).
• Digital & Automation Advocacy: Enforce strict data accuracy within CMS and promote process efficiency by encouraging the use of bank e-portals, tracking vouchers, and applying CMS discounts properly.

3. Ground Audits, Governance & Issue Resolution

• Emergency Site Response: Conduct urgent, on-the-ground visitations to troubleshoot, re-align, and resolve critical "red-flag" issues flagged by ground teams.
• Nationwide Quality Audits: Perform regular site audits across EC and IC locations using standardized checklists to assess operational health, policy compliance, and retail SOP adherence.
• Reporting & Continuous Improvement: Consistently gather field findings, compile detailed audit reports, and recommend actionable improvement areas to regional stakeholders and management.
• Support any additional ad-hoc company initiatives or management assignments as required.

Your Know-How

• Bachelor’s Degree or Professional Qualification in Business Administration, Operations, Finance, Economics, or a related discipline.
• Minimum of 3 years of relevant working experience in retail operations, operational audit, or process support—experience in the automotive (used/new cars) or Hire-Purchase (HP) banking industry is highly advantageous.
• Retail & Administrative Operations: Strong understanding of end-to-end showroom operations, Hire-Purchase (HP) loan processes, bank submissions, and inventory/fleet workflows.
• Systems & Digital Tools: Proficient in Microsoft Excel and comfortable adapting to internal CMS, ATS, and banking e-portals.
• Mobile & High Flexibility: High willingness to travel nationwide on short notice to support emergency site deployments and carry out ground audits across various CARSOME Showrooms (EC) and Inspection Centers (IC).
• Analytical & Problem-Solving: Sharp attention to detail with strong analytical skills to troubleshoot operational issues and execute thorough compliance audits.
• Self-Motivated & Adaptable: Ability to work independently with minimal supervision, adapt quickly to changing store environments, and remain composed under pressure during emergency coverages.
• Communication & People Management: Excellent interpersonal and coaching skills, with a proven ability to deliver clear, physical training to frontline staff and liaise effectively with external bank officers and internal stakeholders.