Retail Supervisor Back Office

Role Purpose:

To supervise all the activities and tasks of the Retail back-office team, interact with the different stakeholders to guarantee that Customer queries are resolved/closed within the agreed time. Create/revise SLAs with the different support areas ensure that we provide our Customers with the best experience. Manage the team through continuous process simplification/automation and efficient resources management. Manage Retail Projects.

Key accountabilities and decision ownership:

• Guarantee that the Retail Back Office team achieves the expected results within the agreed SLAs;
• Creation/revision of processes & procedure;
• Ensure alignment on processes across retail stores;
• Management of the team’s performance;
• Analysis of queries impact and its statistics for suggestions of process improvement/simplification; 
• Drive Retail Projects.

Key performance indicators:

• 85% of received query, solved on same Day/ Month;
• 80% of 3^rd line support resolved on Same Month;
• 100% Customer queries closed within 6 working days;
• Project Implementation according to agreed timelines