Retail Performance & Excellence GM

Strategy Development and Implementation

• Develop and direct the implementation of the functional strategy ensuring alignment to organizational strategy and corporate objectives.
• Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the organization.
• Ensure the provision of subject matter expertise for the assigned domain and provide counsel to SPL leadership on all related areas to facilitate the achievement of SPL’s strategy and functional strategies.
• Lead and direct the continuous achievement of quality and customer experience standards in line with the overall business strategy.

Leadership

• Lead and direct the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing, and motivating team to maximize performance.
• Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the organization.

Budgeting and Financial Performance

• Oversee the consolidation and recommend the functional budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified and potential areas of cost reduction or performance improvement opportunities are capitalized upon.

Policies, Systems, Processes & Procedures

• Manage the development and the implementation of functional policies, systems, processes, procedures, and controls covering all areas of assigned functional so that all relevant procedural/regulatory requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Change Management

• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

Customer Service Excellence

• Plan and direct the conceptualization and development of customer experience management policies and processes enabling the establishment of a customer centric culture which enhances the customer journey with SPL.
• Direct the review and continuous improvement of customer experience policies and initiatives and assure compliance to defined quality standards to achieve customer service excellence.

Stakeholder Management

• Lead the development and nurturing of strong key business relationships with all relevant external/internal stakeholders with the highest standards of business ethics that maximize opportunities for SPL while ensuring alignment with the organization’s strategic direction and business requirement.

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet SPL requirements, policies, and quality standards.

Manages Complexity

Action Oriented

Develops Talent

Communicate Effectively

Being Resilient

Customer Focus

Collaborates

Instill Trust

Drives Results