Operation Supervisor

JOB SUMMARY
The Operation Supervisor directly reports to the Operations Manager of the day-to-day operations of the assigned car park's functions and duties. The Operations Supervisor carries out responsibilities in all of the following functional areas;
- Operational Functions
- Sales and Marketing Support Functions
- Business Development Support Functions
- Managing Report Functions
- Customer Service Management
- Staff Management
- Process Improvement/Policy Development
- Auditing Procedure on Cash Handling, Parking access, Revenue Control Systems & Regulatory Compliance

SPECIFICATIONS OF RESPONSIBILITIES OPERATIONAL FUNCTIONS
- Manage and lead all car park employees under assigned carpark
- Ensure employee compliance and adherence to all company policies and procedures.
- Review and revise policies if needed and seek management approval
- Conduct site visits regularly and accomplish the checklist. (4-5 carpark site per week)
- Prepare monthly report analysis & recommendations for site visits.
- Secure operational support during working hours, holidays, and weekends.
- Maintain open communication with all employees handled, close collaboration with the departments & partner clients with direct concern with operations
- Operate car park profitability by maximizing sales & minimizing cost
- Comply with internal sales cost & profitability targets
- Address conflicts & issues then develop initiatives to improve processes & performance result

SALES AND MARKETING SUPPORT FUNCTIONS
- Responsible for managing carpark sales and revenue performance
- Identify strategies that will boost sales.
- Tie up with Marketing in identifying and implementing promotional activities
- Monitor activities, and pricing strategies that increase yield & revenues
- Monitor sales performance: Growth and Trend (incline and decline)
- Identify factors that affect the performance & create counteractions immediately
- Ensure achievement of Sales (Daily & Monthly) Targets set by the management.

- Strictly monitor financial/cash transaction compliance of all site employees.
- Monitor Sales updates and Sales Reports and ensure daily deposit of all cash collection
- Identify loss incurring sites. Counteract & turn around it into an income-generating site w/in the month.

BUSINESS DEVELOPMENT SUPPORT FUNCTIONS
- Assist and analyze new business development while maintaining existing marketing tools.
- Contributing to the development of strategic plans & preparations of tender documentation and other proposals for the future expansions of car parking operations.
- Implement the projection from Business Development and if targets are not met suggest possible adjustments and solutions to be able to hit the target.

MANAGEMENT REPORTS FUNCTIONS
- Maintain an updated list of Monthly Parkers
- Maintain an updated list of all car parks per OS with updated status
- Prepare reliable, concrete, and complete reports then submit them on a timely basis.
- Weekly comparison of Sales Report (every Monday)/Daily Sales Report
- Monthly and Yearly Comparison (1st week of the Month)
- Card Inventory (Daily)
- Parking Maintenance Report (weekly)/Cash Handling & Regulatory Compliance
- Status Report of all parking sites and Audit Report
- KRA of Lead Cashier, Parking Cashier, Lead Valet, Valet Driver & House Keeping
- Monthly Management Report (every 7th of the Month)
- Cost Saving Activities
- Revenue Generating Activities
- Audit Control/Compliance
- Prepare Variance reports (forecast vs actual per site- first 6 mos. to 1 yr)
- Staffing Issues & Resolutions
- Detail Checking of site reports (HAS, HAR & Deposit Slips)
- Report on Completion of Sales documentation
- Report on timelines of sales deposit (HAS/HAR and attachment)
- Yield Management Report & Implementation Status Report
- Common Problems and Preventive Solutions

CUSTOMER SERVICE FUNCTIONS
- Build and maintain good rapport with lessors, parkers, and potential clients.
- Manage all customer service, inquiries, complaints & incident reports, and claims in an efficient and timely manner.
- Monitor employee compliance with standard customer service and handling.

STAFF MANAGEMENT FUNCTIONS
- Demonstrate leadership and set directions with clear goals and expectations at each site by developing and/or revising local operating procedures & monitoring performance through hard reports from subordinates to be signed by him
- Promote harmonious working relationships within the organization and participate in the team briefing process, promoting stability & staff morale.
- Plan, implement & monitor staff development
- Regular Performance Coaching and Work Mentoring
- Performance Feedbacking and Appraisal
- Regular implementation of Rewards and Recognition
- Validate new hire training exposure & recommend for deployment
- Check and maintain standard grooming and self-presentation of site employees
- Ensure complete manpower and staff productivity of all car park sites.
- Supervise & evaluate staff including recruitment, performance management & issues resolutions.
- Meet & attend monthly operations meetings of your respective carparks to know the needs of the employees
- Refer to HR for Training and Development for upskilling/reskilling or to qualify for a higher position through promotion.

OTHERS FUNCTIONS
- Prepare and recommend quarterly plans for cost reduction initiatives in the car parks

- Contributing to the preparations of annual budgets of respective car parking operations.
- Maintain standard compliance of carpark presentation and design. Coordinate closely to Facilities and Design for any repair and construction needed.
- Coordinate with various departments for all the needs of the carpark sites. (Supplies, Assistance & Reports)
- Other tasks that may be assigned from time to time

COMPETENCIES AND SKILLS FOR THE ROLE SKILLS
- Advance in MS Word, Excel, PowerPoint and Outlook
- Well-developed in written, verbal, and interpersonal communication skills
- Strong presentation skills
- Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making skills
- Social perceptiveness- Being aware of others' reactions and understanding why they react as they do.
- Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Decision Making - Identify a conclusion or solution for the betterment of both parties.
- Provide effective leadership and people management and development
- Ability to persuade, negotiate, and resolve conflict.

REQUIREMENTS
- Must keep confidentiality
- Team-player
- Trustworthy and Honest
- Integrity
- Attention to detail
- Orientation towards quality

QUALIFICATION

- Bachelor's Degree holder preferably Business Studies/Administration/Management or any business-related courses
- At least 3-5 years of extensive retail industry experience is required in this position
- Preferably Supervisor/5 yrs and up experienced employee

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