Senior Operations Support Executive

1. Operational Coordination & Issue Resolution

• Own the coordination of day-to-day operational matters between the Operations Department, Area Managers, stores and relevant Head Office functions.
• Assess and prioritise operational issues, identify root causes, coordinate corrective actions and escalate material risks with clear recommendations.
• Maintain an action tracker for operational issues and initiatives, ensuring agreed owners and timelines are followed through to closure.
• Anticipate recurring operational gaps and propose practical preventive or process-improvement measures.

2. SOP, Policy & Documentation

• Draft, review and update Standard Operating Procedures (SOPs), guidelines, workflows, checklists and operational reference materials.
• Coordinate stakeholder review and approval of operational documents, ensuring requirements are clear, practical and aligned with company policies.
• Prepare accurate operational memos, circulars and store communications, including implementation requirements, responsibilities and effective dates.
• Maintain document version control and ensure current approved materials are readily accessible to relevant users.

3. Store & Area Management Support

• Serve as a primary Operations Support contact for stores and Area Managers on procedures, systems and operational initiatives.
• Provide timely guidance, consolidate field feedback and coordinate resolution with the appropriate subject-matter owners.
• Support the rollout of new processes, systems or campaigns by preparing implementation materials, tracking readiness and monitoring adoption.
• Identify common support needs and recommend briefing, training or communication interventions.

4. Reporting, Analysis & Management Updates

• Prepare accurate periodic and ad hoc operational reports, dashboards, presentations and management updates.
• Analyse operational data and trends to highlight exceptions, recurring issues, risks and improvement opportunities.
• Validate data completeness and accuracy before submission, and follow up with stakeholders on material variances.
• Prepare meeting materials and minutes, capture decisions and maintain follow-up actions until completion.

5. Cross-Functional Projects & Initiatives

• Coordinate assigned operational projects and improvement initiatives from planning through implementation and post-implementation review.
• Develop workplans, clarify deliverables, track milestones and dependencies, and provide timely progress and risk updates.
• Facilitate alignment among internal departments and operational stakeholders, resolving routine blockers independently and escalating when required.
• Evaluate implementation outcomes and document lessons learned and recommended next steps.

6. Compliance & Operational Controls

• Monitor adherence to approved SOPs, operational procedures and control requirements using reports, checklists and stakeholder feedback.
• Coordinate investigation and closure of non-compliance findings, including corrective and preventive actions with accountable owners and due dates.
• Maintain complete and audit-ready records of operational compliance activities, approvals and supporting evidence.
• Escalate significant or repeated non-compliance and recommend sustainable control improvements.

7. Team Contribution & General Responsibilities

• Provide guidance and quality checks to junior team members or temporary support staff when assigned, without direct people-management responsibility.
• Maintain organised and confidential operational records in accordance with document-retention requirements.
• Support business continuity, peak-period activities and other reasonable duties assigned by the immediate superior.

Education

• Bachelor's degree in Business Administration, Operations Management, Retail Management or a related discipline. A diploma may be considered with stronger relevant experience.

Experience

• At least 4 years of relevant experience in retail operations, operations support, process improvement or multi-site business operations.
• Demonstrated experience independently coordinating cross-functional activities, resolving operational issues and driving action items to closure.
• Hands-on experience drafting or improving SOPs, operational communications and management reports.
• Experience supporting retail stores, branches or other distributed operating locations is strongly preferred.
• Structured problem-solving and sound judgement, including knowing when to resolve independently and when to escalate.
• Clear written and verbal communication, with the confidence to coordinate and influence stakeholders across different levels and functions.
• Able to visit stores and travel locally when operationally required
• Retail industry experience are preferred