Assistant Manager – Operations Support (Performance Improvement)

RoleResponsibilities
To lead and strengthen Operation Support functions for nationwide store operations by driving data-led performance monitoring, process improvement, system implementation, compliance follow-up and cross-functional coordination. The role ensures stores, Area Managers and Regional Managers receive timely operational support, clear communication, actionable insights and practical solutions to improve business performance, productivity, service execution and operational excellence

  • Lead day-to-day Operation Support activities and ensure timely support for stores, Area Managers and Regional Managers on operational matters, escalations and follow-up actions.
  • Monitor key operational KPIs such as ADS, ATV, ATC, manpower/headcount fulfillment, MPR compliance, store productivity, complaints, shrinkage, cycle count and cost-control indicators.
  • Prepare, analyze and present operational reports, dashboards and summaries that highlight trends, gaps, root causes, risks and recommended actions for management decision-making.
  • Drive process improvement initiatives to simplify store execution, reduce manual tasks, improve compliance and enhance operational consistency across regions.
  • Work closely with cross-functional departments including Operations, HR, IT, Finance, Supply Chain, Marketing and Training to resolve store issues and ensure smooth project rollout.
  • Develop and communicate memos, SOP updates, guidelines, trackers and follow-up templates to ensure clear understanding and consistent execution by store teams.
  • Coach, guide and support Operation Support team members to improve reporting quality, follow-up discipline, stakeholder communication and overall service level to operation

Job Requirements

  • Minimum 8-10 years of experience in related field
  • Bachelor's degree in a relevant field, such as Business Analytics, Statistics, Mathematics, Economics, or Computer Science.
  • Strong analytical and problem-solving skills with the ability to convert complex data into meaningful insights.
  • Excellent communication and presentation skills, with the ability to effectively communicate findings and recommendations to both technical and non-technical departments.
  • Detail-oriented mindset with a focus on data accuracy and quality.
  • Ability to work collaboratively in cross-functional teams and adapt to a fast-paced, dynamic retail environment.