Job Specification 

We are seeking an experienced Operations General Manager to join our team and support our continued growth. The ideal candidate will bring extensive experience in retail and software development operations, along with a proven track record in senior management. This role requires close collaboration with leadership teams to deliver on strategic and operational objectives. Exceptional communication, organizational, and leadership abilities are essential for success.

Key Responsibilities 

Key Roles & Responsibilities 

Strategy 

• Drive strategy by setting operational efficiency goals, establishing policies that align with company culture and vision, and defining and achieving annual and quarterly OKRs.

Manage daily operations 

• Responsible for managing senior and middle management, ensuring operational processes and client requirements are met.
• Oversee project delivery and business-as-usual activities in line with contracts and agreed standards.
• Key focus areas include capacity planning, sprint/release planning, estimations, velocity tracking, and reporting.
• Ensure team productivity, quality goals, and operational structures are in place.
• Drive efficiency and collaboration across departments while monitoring and analyzing key performance metrics for smooth day-to-day operations.

Customer Delivery 

• Ensure exceptional customer delivery by maintaining client satisfaction, handling escalations, implementing SLAs and agreed ways of working.
• Providing reporting and visibility and supporting new business opportunities through existing and new structures.

People Management 

• Oversee all aspects of people management, including collaborating with HR on recruitment, succession and career planning, staff wellbeing, performance management, and resource forecasting to ensure a strong, capable, and engaged workforce.

Financial Mangement 

• Responsible for financial management, including setting operational budgets, controlling costs and overheads, and overseeing financial and budgetary planning.

Compliance 

• Ensure full compliance by meeting health and safety standards, maintaining legal and regulatory adherence, enforcing company policies, and ensuring IT security requirements are upheld.

Core Skills/Competencies 

• Planning, coordination, and organisational skills
• Excellent communicator
• Working knowledge of various SDLC’s
• Financial management
• Exceptional leadership and team management skills
• Strong stakeholder management skills
• Building strong customer relationships
• Making good and timely decisions that keep the organization moving forward.
• Drives Engagement by creating a climate where people are motivated to do their best to help the organization achieve its objectives.

Minimum Requirements

• A minimum of 10+ Years’ retail related experience
• A minimum of 10+ Years IT and software development experience
• A minimum of 10+ Years managerial experience
• Experience as an Operations General Manager or a similar senior role.

Recruitment Process 

• Competency based interview to assess above requirements
• Applicable assessment
• Culture based interview
• Background checks