Job Description

1. Role Purpose

The Manager/ Senior Manager (Process) is responsible for leading a team to drive projects and systems that aim to transform and improve store processes for our frontliners, making their everyday life a bit better.

He/She will lead a team and support on two key pillars of retail operations:

Digital Operations: Supporting in-store systems, mobile platforms, and handheld devices.
Process Improvements: Translating and maintaining process improvement training guides and SOP documentations.

2. Key Result Areas (KRA) & Major Activities / Outcomes

Operational Planning & Execution

Project Roadmap Delivery: Lead and oversee the execution of store digital process roll-outs, mobile platform transitions, and reporting tools, ensuring alignment with overall retail operations timelines.
Resource & Capacity Planning: Optimize team assignments and allocate the resource pool effectively to manage project delivery schedules, support workflows, and resolve operational bottlenecks.

Initiative Management & Leadership Development

Program Execution: Manage the delivery of multiple concurrent store-level technologies and process improvement initiatives, taking accountability for milestones, quality control, and successful store adoption.
Talent Development & Capability Drive: Actively mentor, coach, and upskill the team. Set clear growth paths and performance expectations, elevating the team's analytical, technical, and process-mapping capabilities to prepare them for future growth roles.

Stakeholder Management & Change Enablement

Cross-Functional Alignment: Manage operational relationships and alignment between Store Operations, Business Leads, IT Departments, and external vendors to facilitate smooth testing, piloting, and scaled deployments.
Process Standardization: Oversee the translation of technical systems and process modifications into simplified, standardized operating procedures (SOPs) and training frameworks that minimize friction for frontliners.

Process Optimization & SOP Documentation

SOP Design & Upkeep: Oversee the end-to-end design, translation, and regular upkeep of highly clear, frontline-friendly standard operating procedures (SOPs), process manuals, and digital user guides.
Continuous Improvement Training: Partner with field teams to identify operational bottlenecks and maintain up-to-date, practical process improvement training frameworks that ensure swift store adoption of new workflows.

Job Requirements

Education: Bachelor's degree in Business Administration, Operations Management, Information Technology, Engineering, or a related field.
Professional Experience: Minimum of 6-8 years of experience in Retail Operations or Project Management, with at least 2+ years of experience supervising teams, mentoring junior staff, or leading project delivery.
Methodology & Tooling: Good understanding of project management principles and retail systems. Experience working with store-level ERP systems such as SAP, PDA apps, and dashboards is highly desirable.
Leadership & Influence: Strong leadership and coaching skills, with a proven track record of mentoring team members, building a supportive learning environment, and motivating a small team of executives while fostering positive relationships with store staff.
Communication: Strong verbal and written communication skills, with the ability to confidently engage both store teams as well as senior management.
Adaptability: Well-organized, detail-oriented, analytical, and adept at operating in a fast-paced, ambiguous environment undergoing significant digital transformation.

Manager/ Senior Manager (Retail Process)