Service Process Controller

• Ensure the Operations Manager has a solid understanding of retail sales principles and familiarity with retail devices (POS systems, tills, cash handling, printers, and peripherals).
• Oversee timely completion of daily health checks, ensuring findings are resolved before store opening and business impact is minimized.
• Identify areas for improvement and drive initiatives to enhance sales, customer satisfaction, and operational efficiency.
• Collaborate with SD managers and the BRM team to address customer feedback and monitor SD performance for smooth business operations.
• Maintain regular communication with the Account team to ensure alignment and provide timely updates.
• Manage operational schedules and assist with resource planning.
• Continuously monitor and optimize processes for efficiency, scalability, and effectiveness.
• Serve as the primary contact for escalated process issues and implement prompt resolutions.
• Investigate operational issues, implementing corrective actions to resolve inefficiencies.
• Ensure timely completion of all security-related tasks.
• Ensure timely resolution and updates of tickets assigned to the team.
• Manage change processes to balance business needs, minimize disruption, and mitigate risks.
• Provide leadership and guidance to the team for process execution.
• Analyze workflows to identify and recommend process improvements based on data and stakeholder feedback.
• Prepare and deliver daily and weekly status reports outlining operational performance and project updates.
• Submit monthly status reports and audit documentation to the client and other stakeholders.
• Ensure SOPs are maintained and aligned with current practices.
• Monitor Knowledge Management processes within the team.
• Apply ITIL principles and best practices in operations.
• Utilize TFS now/ServiceNow for effective service management.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) is required.
• Strong verbal and written communication skills are essential.