Senior Operations Manager

Job Purpose

Lead and oversee end-to-end operations across sales operations, agency management, event sales, territory execution, and Smart Shop operations to ensure operational excellence, con-sistent execution standards, strong governance, and achievement of business performance tar-gets.

Direct responsibility for developing operational strategy, improving processes, managing re-sources and budgets, monitoring KPIs, and driving delivery of yearly RGB, market share growth, churn initiatives, Dealer experiences, and retail shop performance from initial planning through implementation and post-performance review.

Job Responsibilities

Operations Leadership and Governance:

• Initiate new dealer program to increase sales and revenue as well as maintain the per-formance of the report pre and post program.
• To ensure timely support direct sales team of their daily trouble shoot regarding system and dealer complain
• Work with direct sales team to collect feedback from dealers and competitors and es-tablish program for dealers to grow Smart distribution.
• To create an attractive dealer incentive program for all dealers to earn more revenue and generate Smart subscribers.
• To ensure vender/supplier installed Smart branding according to the requirement and on time to support related peers.
• To ensure all dealer monthly signage subsidized fee are paid and on time.
• To ensure the stock on hand accuracy of each team by performing timely stock count.
• To ensure the accuracy of cash clearance of each team by monitoring sales report and cash in report.
• To ensure that dealer gifts and dealer benefits are delivered to dealer according to the approved dealer program.
• To coach the team with high motivation to achieve maximum output.
• Develop and implement operational policies, standards, procedures, and governance routines to improve efficiency, compliance, cost control, and service quality across all operations functions.
• Lead cross-functional alignment with Commercial, Finance, Network, Technology, HR, Marketing, Procurement, and external partners to ensure smooth delivery of strategic and operational initiatives.

Smart @home Performance Management:

• Develop and evaluate the performance report and provide necessary guidance and feedback to direct sales team to improve performance.
• Ensure that smart @home sales via direct sales team is executed according to KPIs.
• Ensure diligent management of product inventory, accuracy of cash collection and stock reconcile.
• Ensure that Smart @home features are well executed and proper training to each and everyone in the team.
• Identify key sales potential areas and generate sales ideas.

Smart Shop Operation Management:

• Oversee daily Smart Shop operations to ensure consistent service standards, customer experience, sales execution, stock availability, cash handling, and compliance with com-pany policies.
• Monitor Smart Shop KPIs, including sales performance, customer service quality, shop productivity, inventory accuracy, cash reconciliation, and operational readiness.
• Coordinate with internal teams and vendors to maintain Smart Shop branding, facilities, POSM, devices, systems, and operational tools required for effective shop performance.
• Identify operational gaps at Smart Shops and implement improvement plans covering process, staff capability, customer flow, reporting, and issue resolution.

Agency Management:

• Manage KPIs for distributors / partner and direct reports; and track ongoing results to ensure that objectives in terms of subs, revenue, sales growth, availability and visibility are achieved within each agency territory.
• Manage the implementation of brand, trade and sales programs based on consumer and trade segment requirements in the agency territory.
• Provide ongoing market intelligence reports to inform management decisions and planning.
• Manage TSO education of ePOS DMS and Dealer App whenever new features are implemented, and when new TSO is recruited to ensure the smooth sales operation for frontliners
• Manage Agencies/Distributor performance
• Building the right agency organization structure and agency territory development
• Complete all other activities assigned by the manager as per management decision.