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Job no: 528192
Work type: Full time
Location: Quarry Bay 鰂魚涌
Job posting date:

Dairy Farm is a leading pan-Asian retailer operating over 6,500 outlets, and employing over 180,000 people across 11 countries. Dairy Farm’s total annual sales exceeded US$17 billion and has a customer base of over 1 billion consumers across its highly diversified businesses. The Group operates supermarkets, health and beauty stores, convenience stores, home furnishings stores and restaurants under well known brands ranging from Wellcome and Mannings, to 7-Eleven, and IKEA. With such a broad offering and wide geographic reach, we welcome applications from candidates with a passion for retail, and a pioneering spirit to join our expanding team.

Operations Manager

The Job:

The key responsibilities of the Operations Manager are as follows:

  • Managing outsourced suppliers which includes the contact centre to provide a multi-channel contact solution, providing best in class quality, together with our rewards suppliers.  This will include management of contracts, stock and measurement of agreed SLA’s
  • Managing operational efficiency through robust planning, forecasting, budgeting, organizational and change control. Reducing costs and improving process wherever possible
  • Ensuring the contact centre has the appropriate tools, which are robust and fit for purpose, owning these from an programme perspective ensuring they are developed appropriately and access is tightly controlled
  • Develop and maintain a professional relationship with clients/suppliers & partners on a daily basis acting as the focal point of contact
  • You’ll focus on achieving operational efficiency and quality with the commercials contractually agreed with the clients
  • Aligning KPI’s and development objectives based on agreed strategic goals. Reporting on performance against these objectives and providing commentary on trends/ performance to key stakeholders
  • Day to day management, escalations, campaign briefing, new partner set up etc. as well as the management of the operational budget Ensure absolute accuracy of monthly financial reconciliation and client SLA reporting summary
  • Management of the Fraud process and the reporting/escalation of Fraud


The People:

  • Flexible and collaborative approach, with an ability to thrive in ambiguity and enjoy a fast-paced and dynamic environment
  • A proven track record in management of client relationships
  • Loyalty and partner management experience across different customer bases, ideally across different verticals
  • Proven confidence in client interaction and management
  • Ability to build successful solutions and challenge the status quo
  • Understanding of training and coaching techniques to apply as needed
  • Strong numeracy and analytical skills, understanding financial drivers
  • Strong operational management skills & experience
  • Experience of managing and improving operations through process, IT and people-based change
  • Strong negotiation, influencing and communication skills
  • Industry awareness: Customer Call Centre Service, CRM, loyalty, retail
  • Computer literate – excellent presentation skills; knowledge of Microsoft Office
  • A passionate attitude about long term customer relationships with a strong customer centric focus
  • Strong verbal and written communication skills and excellent interpersonal and relationship building skills
  • A well-organised, process orientated and positive approach combined with Innovative thinking and a passion for solving problems
  • An interest in getting involved and making things happen.
  • An ability to focus on both the immediate challenges and the bigger picture.
  • Deliver against client and team decisions and solutions

To find out more about Our Businesses and Our People, please visit our website

We are an equal opportunity employer. Personal data collected will be kept and handled confidentially by authorised personnel for recruitment purposes only. We will retain the applications of candidates not selected for a period of no more than 24 months. A copy of our Privacy Policy can be accessed by visiting our Company website.

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