Key Responsibilities
Process Analysis & Design
Map and document As-Is and To-Be workflows for core store functions, including:
Sales and Customer Service
Goods Receiving and GRN
Stock Control
Deliveries and Logistics
Cash Management and Administrative Procedures
Store Maintenance and Compliance
Identify operational inefficiencies, redundant activities, and non-standard practices across stores.
Design optimised "To-Be" processes that promote standardisation, simplicity, and efficiency.
Ensure all process models align with TBCo's enterprise architecture, technology systems, and CIO strategy.
Maintain updated store process documentation in the central process repository.
Process Optimisation & Continuous Improvement
Apply Lean and Six Sigma methodologies to eliminate waste, reduce transaction time, and improve throughput.
Collaborate with Store Managers and Regional Operations teams to implement best practices.
Develop Standard Operating Procedures (SOPs) and store execution checklists.
Monitor operational KPIs such as customer wait time, order fulfilment accuracy, inventory management and delivery turnaround.
Establish continuous improvement loops to embed learning and drive operational maturity.
Digital & Automation Enablement
Partner with IT, Architecture, and ERP teams to automate manual workflows (e.g., GRN capture, delivery confirmations, sales order tracking).
Support rollout and training on digital tools and mobility solutions.
Identify and document opportunities for RPA and workflow automation at store level.
Support system testing, UAT, and change adoption for new digital initiatives.
Ensure alignment of store processes with ERP, CRM, and e-commerce integrations.
Governance, Compliance & Risk
Ensure store operations comply with King IV governance, POPIA, Health & Safety, and internal policies.
Conduct operational compliance checks and audits of key store processes.
Identify risks related to inventory handling, cash control, and data privacy, and recommend mitigations.
Support standardisation of Delegation of Authority and store-level approval processes.
Ensure full documentation and audit readiness of all store workflows.
Business Process Auditing
Perform scheduled process audits across stores to ensure compliance with approved SOPs and standards.
Develop and maintain operational audit templates and process risk registers.
Analyse recurring issues and process deviations, recommending corrective and preventive measures.
Partner with Operations, Finance, and Compliance to address findings and verify closure of audit actions.
Report audit outcomes and improvement opportunities to the Risk Committee and CIO.
Collaboration & Stakeholder Engagement
Work closely with Store Managers, Regional Managers, Shared Services, and Merchandise to ensure end-to-end process alignment.
Facilitate process improvement workshops and training at store level.
Capture on-the-ground insights to inform process design and future system enhancements.
Support communication and change management initiatives for process rollouts.
Act as the liaison between stores and head office to ensure operational feedback is incorporated into strategic planning.
Requirements
Bachelor's Degree or Diploma in Operations Management, Industrial Engineering, Business Administration, or related field.
3 - 5 years' experience in retail operations, process improvement, or business analysis.
Experience mapping and optimising operational processes using BPMN or similar tools.
Lean Six Sigma Yellow or Green Belt (preferred).
Working knowledge of ERP, POS, inventory, and logistics systems (e.g., Syspro, SAP, Klipboard, Babbage).