Service Station Manager (Lead)

JOB PURPOSE:

Plan and manage all aspects of the day to day operations of the assigned very large and large servicestations to ensure that sales, staff, stock, and resources are managed to achieve optimal utilization ofresources, aligned with the defined quality standards whilst providing optimum client experience and achievethe defined revenue targets.

Ensure that the highest standard of customer services are delivered consistently at all times, in a safe andenvironmental friendly atmosphere

KEY ACCOUNTABILITIES:

Job Specific Accountabilities
Operations Management

u2022 Plan and ensure timely availability of trained staff and resources to support around the clockoperations of the assigned station, in line with the defined quality standards to achieve operationalefficiencies, revenue targets and optimum client satisfaction standards.
u2022 Organize and coordinate shift schedules for station employees including ensuring the completion of check-lists, registers and log books by shift personnel, and checking and endorsing timesheets and equipment check-lists in line with defined protocols. Ensure shift handover is properly done following retail procedures prior to shift turnover. Assign the location for each shift based on the business requirements.
u2022 Ensure that all stock are maintained at optimum level in line with the procedure for ordering, receiving and stocking of fuel, lube, LPG, Accessories and consumables, stationery, car wash shampoo, oil change tools, employee uniform and PPEs and mosque and accommodation requirements.
u2022 Supervise the deliveries and update the records.
u2022 Analyze and evaluate fuel inventory reports and notify any abnormal variances to Senior AreaManager & Maintenance workshop.
u2022 Ensure the maintenance of all stationu2019s equipment and instruments in efficient operational order and make certain that all related issues are logged and communicated and addressed and all repairs toequipment and building are conducted promptly without interference to the flow of operations.

u2022 Conduct regular supervision, inspection or tours of the field to review operational standards, monitor quality of customer service, observe the standards and provide feedback to respective managers tosupport achievement of quality standards in line with the ADNOC brand guidelines.
u2022 Supervise and follow up on all incident and accidents reports to ensure that incidents such as property damage, unauthorized access to premises or property, thefts, dishonesty or other undesirable contactby employees or contractors are properly reported, investigated and recorded.
u2022 Analyse and evaluate various reports and records, such as daily statement of stocks and sales, record books and reconciliations to review performance and take corrective action to supportalignment with defined operational excellence standards.
u2022 Conduct random audits of stock and cash against records, investigating reasons behind differences inamounts, preparing justifications and reporting to management.
u2022 Ensure effective implementation of all inventory management policies and procedures to supportachievement of operational efficiencies and cost optimizations.
u2022 Checks shift reconciliation reports for 3 shifts and ensure that the day sales summary is processed inthe system on time and the shift cash to be deposited in SCDM within 2hrs of shift closing. Investigatethe BDS variance reports and take corrective actions.
u2022 Ensure the products are displayed as per planogram, monthly offer newsletter is displayed,Fridge/Freezer are set at the right temperature in C-Store.
u2022 Ensure F&B SOPu2019s are followed and any wastages are tracked properly, all equipmentu2019s in F&Bsection are fully functional upto the level and the ingredients are rightly stocked.
u2022 Ensure Fuel Attendants and C-Store Runners offers customers the Carside Service of the C-Storeproducts using ordering application at the Forecourt. Carside Service complies with HSE guidelinesand use necessary Protective Equipment while taking and delivering orders to the forecourt.

Station Targets

u2022 Continuously follow profitability and revenue targets for assigned station including but not limited to Fuel, Conversion and C-Store, F&B, Lube, Carwash, LPG, Car Side Deliver, etc. to ensure alignmentwith business plans for retail section ensure the achievement of budgeted service station sales, gross margin and operational cost targets in line with the annual KPIs and manage inventory shrinkage,cash reporting targets and balancing of daily banking transactions to achieve efficient financialmanagement. Provide financial reports to management in terms of P&L achievement.

Stationu2019s Layout

u2022 Ensure the standardizations of the stationu2019s layout and the u2018look and feelu2019 in alignment with thestandard design of retail outlets.Overtime management
u2022 Ensure overtime is administered in compliance with company policy and direction with proper controlsand check.

HSSE

u2022 Ensures strict compliance with ADNOC HSE rules and regulations regarding fire, safety andenvironment, Municipality and Health Authority rules and regulations regarding food hygiene and allstaff is aware of it.
u2022 Enforce hygiene and cleanliness of all services and facilities and take corrective action in conjunctionwith cleaning service provider.
u2022 Report and record all incidents on time. Ensure the dress code is being followed as mandated byRetail Management.

Standard Operating Procedures

u2022 Comply with all provided SOPs included by not limited to temperature checking, food safety, expirychecking, planograms, food, and beverage, HSE.
u2022 Ensure obtaining all authorization levels and protocols as defined in the procedures.

u2022 Ensure full cooperation and immediate follow up based on F&B QA/QC visits and execution gaps vsSOP.
u2022 Oversee cash handling process to ensure complete compliance in line with defined protocols.
u2022 Comply and ensure the team is complying with company uniform and protective equipmentrequirements at all times.

Customer Service

u2022 Ensures to provide best quality service and customer care by all staff consistently as per the standard.
u2022 Ensures that all staff knows how to greet and manage traffic, offer assistance, collect paymentscommunicate reward scheme and bid farewell to customers.

Team Management

u2022 Continuously evaluate all service station staff to ensure that theyu2019re meeting the technicalrequirements to ensure smooth flow of operations at all times.
u2022 Monitor the training programs provided for the staff either internally, through external training agenciesor e-learning platform to equip employees with the required skills sets and thus enhance employeeperformance.
u2022 Train and develop the assigned staff on relevant skills to enable them to become proficient in on thejob and deliver the respective business objectives.
u2022 Create an inspiring team environment with an open communication culture. Set clear team goals. Delegate tasks and set deadlines. Oversee day-to-day operation. Monitor team performance and report on metrics. Motivate the team to achieve organizational goals. Listen to team membersu2019 feedback and resolve any issues or conflicts. Suggest and organize team building activities.
u2022 Report on any HSE, Code of Conduct or Dress Code violation by staff in the service staff. Plan andimplement corrective actions to mitigate such risk in future.

Promotions and Advertising

u2022 Implement the promotional activities for the station in conjunction with the marketing plan fororganizing sales and service promotion activities across the stations.

Relationship Management

u2022 Manage the development and maintenance of effective key business relationships with all relevant external/internal entities and all sections with the highest standards of business ethics, whilst promptly attending to all critical issues in-order to ensure the services required by the organisation are delivered in the most effective manner.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

u2022 Bacheloru2019s degree in Business Administration or equivalent

Minimum Experience & Knowledge & Skills

u2022 9 yearsu2019 experience in Service station operations, convenience retail, and/or retail service businessessuch as auto garages, vehicle service centres, car rental companies, etc. with at least 4 years in asupervisory capacity.
u2022 Strong business acumen and commercial mindset
u2022 Understanding of financial indicators such as revenue, costs, profits and margins and ability to driveimprovement in these areas to achieve assigned targets
u2022 Experience in implementing processes, driving change management, and ensuring quality assurance
u2022 Demonstrated use of computer systems and business software such as Excel and MS Word
u2022 Ability to communicate in English u2013 both verbal and written
u2022 Ability and willingness to be hands-on and lead from the front
u2022 Proactive, collaborative, focused and goal oriented
u2022 Process oriented mindset
u2022 Customer service orientation
u2022 Demonstrated leadership, motivational, coaching and mentoring skills
u2022 Strong Communication and influencing skills.