Job Description

takealot.com, a leading South African online retailer, is looking for a highly talented Franchise Compliance & Training Manager to join our Takealot Delivery Team in Cape Town, reporting to the Head of Franchise Network.

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

Your responsibilities will include:

• Monitor Compliance: to delivery performance standards within the Franchise Network by establishing and maintaining suitable performance measures, auditing, and procedural management practices in line with Service Level Agreements (SLA's) to:

xe2x97x8b Continuously improve processes through the development of necessary Standard Operating Procedures (SOP's) to support efficient Franchise Network operations

xe2x97x8b Develop new SOP's aligned with the required business and operational evolution

xe2x97x8b Revise and update existing SOP's according to the changing business and operational practices, maintaining version control practice and electronic filing

xe2x97x8b Ensure that all SOP's (new and revised) are clearly documented, communicated and successfully implemented throughout the Franchise Network

xe2x97x8b Monitor performance metrics to ensure compliance to SLA measures and track success of optimization changes

xe2x97x8b Collaborate with departmental managers to analyse data from various sources to determine trends and areas of optimization and SLA performance improvement

xe2x97x8b Establish a compliance culture within the Franchise Network through suitable auditing practices and ensuring that underperforming hubs are addressed and actively managed

xe2x97x8b Develop and maintain the necessary reporting practices such that (non)compliance can be clearly tracked, easily accessed, or communicated as required

xe2x97x8b Develop and maintain the required reporting channels to support the operational scale (e.g. new billing practices require end-user access to reporting, new procedures require end-user access to operational compliance scores or tracking)

• Training: Ensure that suitable training content and initiatives are launched and maintained to equip external stakeholders (Franchisees, hub staff and delivery drivers) are properly equipped to deliver on the Franchise Network goals and requirements:

xe2x97x8b Conduct best practice research of learning practices, learning technologies, learning architectures, policies, procedures, guidelines and legislation related to learning management

xe2x97x8b Manage the development of training content to support the operational needs of the business

xe2x97x8b Analyse and interpret operational strategy, strategic plans/objectives and other project related data in the development of enterprise learning solutions

xe2x97x8b Analyse, design, develop and implement comprehensive and supportive learning management structures, strategies, policies, plans, processes, procedures, tools (eg. dashboards), interventions and programmes to support the Franchise Network

xe2x97x8b Track and manage adherence and compliance to any developed training, new or existing

• Headcount Management: Optimally manage the sub-departments headcount to support the Franchise Networks operational execution and process compliance

xe2x97x8b Manage and oversee the Training Manager and execution of focused deliverables by the training team in support to the Franchise Network

xe2x97x8b Manage and oversee the Complaints Team Lead with regards to the coordination and (smooth) processing of internal/Franchise Network complaints, coupled with the necessary reporting requirements to support non-compliance and highlight areas of concern and focus for Franchise Network intervention

xe2x97x8b Able to forecast required headcount, based on volume demands and workload

• Financials: Sub-departmental cost management (budget vs actual) for the relevant cost center

Attributes Required:

• High energy, self-starter, and execution bias.
• Must be able to work in high pressured environments, willing to work when the business requires.
• Comfortable with change and an excellent team player.
• Low on ego, high on delivery and execution.
• Organized & sound communication will be key success factors.
• System and process orientated - attention to detail while still seeing the bigger picture.
• Understand convenience and basic customer service principles.
• Customer focused at all times - understanding their needs and keeping them in mind when taking actions or making decisions.
• Strong interpersonal skills and networking.
• Goal orientated - maintain focus on agreed objectives and deliverables.
• Project management skills with the ability to prioritize focus according to set deliverables is critical.
• Knowledge and experience in learning solution development and implementation.
• Understand how technology works for business - a strong understanding of and a passion for learning and e-learning technologies and how they can be used to add value and transform user learning.
• Comfortable using Zoom/meet/Teams for remote training where required.
• Experience in relationship management including the ability to identify business issues and potential risks for continuous change and execution improvement.
• Follow up and monitoring - checking progress against targets, reporting as necessary and taking action to resolve exceptions.
• Train-the-trainer approach will be required to be able to transfer knowledge to the extent that learners can teach others.
• Must be a good facilitator to be able to train people in a group setting.

The working environment:

• Takealot.com employees are entrepreneurial and dynamic, smart, customer centric, fun and have the shared ambition of the Takealot.com Group being the leading ecommerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers; it's all in the execution after all.
• We love what we do and what we are creating.

We seek to employ an Extra Ordinary Mind who:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input.
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above, you are an Extraordinary Mind so come and join us!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

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