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Operations Manager

  • Department: Personal Shopping
  • Location: Knightsbridge
  • Job type: Full Time
  • Contract Type: Fixed Term
  • Job reference: JRS44

The Operations Manager is responsible for managing resources to deliver the Senior Commercial and Operation Managers service strategy, through the smooth running of all Transaction processes, the delivery of all key performance indicators (KPI’s), controlling department procedures, operating standards, and maintaining paperwork for audit purposes.

To be successful in this role you will be required to provide day to day management of all Transaction Assistants activities, acting as the first escalation point for Client & store queries, liaising professionally with all relevant departments, supporting our Clients and building relationships.

You will provide the team with clear direction, development opportunities and coaching to ensure excellent service for the team’s internal and external customers. You will set appropriate standards of behaviour and manage performance issues in a firm and timely manner.

You must ensure that high value cash or card or high-risk transactions are processed in a timely manner and that any legal obligations are complied with.

Service

  • Satisfy the internal and external customer, through instilling a culture of exceptional customer service.
  • Communicate the service expectations and ensure all direct reports understand their role in delivering them.
  • Monitor all transactional activity including Refunds and exchanges, Rejected/Failed transactions, dispatch charges, VAT charges/Export transactions, Price overrides and Invalids, By Appt deposit article, Rewards 10% discount code to ensure standards are maintained and handled appropriately to agreed KPIs and SLA’s.
  • Ensure follow up of each transaction is completed including alterations, closing restaurant bills, preparation of CITIES and Certificate of Origin paperwork for export purpose, track deposit transactions to point of delivery, Internal department transfers
  • Manage Failure to remove and Sunday due diligence compliance reports addressing breaches in line with store policy
  • Communication of reports to key stakeholders including Dynamic Currency Conversion, stock loss/damage
  • Ensure compliance to Management controls including Special pass docket process, stock tracker, stock on approval,
  • Review KPI & SLA performance with the Senior Commercial and Operations Manager periodically.

Leadership, Training, Employee Development

  • Provide outstanding leadership for the team, setting clear direction and providing regular feedback, utilising the Company’s reward structures and employee recognition schemes to encourage and recognise outstanding performance.
  • Recruit high calibre team members, to ensure delivery of the competencies required of the roles, project the right image and can deliver Harrods high level of customer service.
  • Ensure that each Transaction Assistant has objectives, a development plan, and an annual performance review. Follow up monthly through 1-1s, an up to date Talent Matrix and a succession plan.
  • Actively coach the team to maximise service opportunities and provide challenging and stretching tasks to develop high potential Transaction Services Associates.
  • Enable the delivery of all retail Learning and Development programmes, whilst maintaining internal training around systems and process, including the maintenance, and updating of the Private Shopping Operating Procedures manual
  • Set stretching but achievable goals/tasks for all Transaction Assistants, monitoring results and delivering appropriate action to maximise performance.

Commercial

  • Plan and manage staff rotas, overtime, and holidays to ensure that the department is effectively resourced.
  • Manage scheduling and sign off utilising company time management system
  • Ensure the KPI’s and SLA’s are met or exceeded by scheduling permanent and temporary staff to work in relation to trading needs.
  • Manage sickness absence and turnover to ensure total division targets are met.
  • Use the appropriate tools to analyse service, review and take corrective action where necessary.

Operation

  • Management and allocation of daily team duties including Receipt of stock and items to be charged, gift card sales, High value and complex transactions, customer not present orders, stock return.
  • Ensure SLA’s are maintained at all times. Feedback service or process concerns or improvements, customer comments to the Senior Commercial and Operations Manager.
  • Maintain accurate reconciliation records so all financial movements can be accounted for, ensuring that all documentation produced is accurate, filed appropriately and current.
  • Understand and properly execute all systems, POS procedures, departmental operating procedures and agreed audit and security processes
  • Build strong working relationships with key stakeholders including Audit, Security and HR to ensure compliance with store instructions and policies specific to these areas.
  • Communicate all dress code and office standards to ensure that all staff within the team understand and meet these standards and are managed accordingly.
  • Act as a role model for the team at all times particularly with regards to punctuality and conduct in the office.

Other

  • Excellent PC skills, fully adept with Microsoft packages, especially Excel, Word and Outlook.
  • Excellent interpersonal and communication skills, both written and verbal and the ability to communicate ‘up’.
  • The jobholder must be able to work weekends, late nights and Public Holidays.
  • Other ad hoc duties as required.

Key Performance Indicators (KPI’s)

  • Dispatch chargebacks
  • Failure to remove security tags
  • Departmental stock loss
  • Negatives (no more than 1% to be tolerated)

Harrods Values

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, As brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, We are One, We are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

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