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RCS Administration & Regional SP Operations Manager


Posted on July 17, 2019

3 - 5 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

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The RCS Administration & Regional SP Operations Manager has as main mission:
• Managing Platform s external relationships for repairs and spare parts
• B2B contacts (internal and external Boutiques, authorized and non auth. Retailers)
• Richemont Customer Relationship Center (CRC)
• Central Brands
• Local Brands representatives
• Managing back office administrative operations and ensuring continuous flow at every step
• Managing the repairs logistics within the zone
• Managing the Regional spare parts stock
• Being the key contact between Brands and Markets in order to reinforce an integrated supply chain
KEY RESPONSIBILITY 1/ Operational Management:
• Ensure Group and Brands policies are applied
• Co-ordinate the internal operations of the back office administration, customer contact and logistics.
• Lead Platform daily Morning meetings
• Ensure the overall leadtime performance, quality and Customer satisfaction
• Optimize internal flows
• Lead continuous improvement and business transformation projects
• Be responsible for proposing and controlling CS admin budget, according to the group strategy
• Ensure spare parts availability and replenishment for the CS Platforms, Boutiques and authorized Wholesalers/Repairers of the region
• Follow-up all flows (including returns)
• Follow-up logistic execution performance
• Manage and/or control upstream and downstream regional flows
• Ensure timely spare parts deliveries from RID/Manufactures to regional warehouse, and from regional warehouse to all repair locations
• Follow-up shortages and take necessary actions
• Monitor reverse logistic from local markets to RID/Manufactures
• Provide supplying dates for all spare parts requested to enable End-Clients proper communication
• Control and release manual orders
• Monitor regional stock
• Contribute to stock assortment proposed by the Maisons
• Follow-up stock value evolution (destocking )
• Follow-up on Performance
• Supply chain execution : warehouse inbound and outbound indicators
• Straps & accessories supply for repairs
• Monitor reverse logistic from local workshops to regional warehouse
• Ensure kit-boxes implementation across the Region
• Contribute to all Group projects (Gemini, reporting, integrations )
• Coordinate external supplies
• Define the list of regional Suppliers for local supplies (all materials out of spare parts scope)
• Negotiate prices
• Control purchases
KEY RESPONSIBILITY 3/ Audits and Inventories
• Organize and perform yearly inventories
• Organize and perform rotating inventories
• Share with the team results of the inventories and share responsibilities
• Perform audits on client communications such as estimates sent or emails
KEY RESPONSIBILITY 4/ Projects and Continuous Improvement
• Initiate Transversal/Department projects
• Implement STREAM model & Procedures
• Assess the needs for improvement of the department
• Present new projects to the manager and follow up (action plan)
KEY RESPONSIBILITY 5/ Resources Management & Staffing
• Apply the Group and Brands template organization for RCS Customer Contact & Back Office
• Lead daily Morning meetings and back-up
• Allocation of the workload between Operators, manage priorities, prevent from any backlog in operations
• Conduct performance appraisals, monitors and authorizes day-off, vacation & Sick Leaves
• Act as a trainer/coach for the team and individuals
• Update any changes (job descriptions), proposes replacements and participates in the hiring steps
• Develop & manage the team careers. Identify and develop talents
• Maintain a 5S work environment for Customer Contact & Back Office
KEY INDICATORS (Group indicators):
• Lead-time service level
• Registration leadtime
• Estimate leadtime
• Invoicing leadtime
• Data monitoring / Quality of repairs estimation and invoicing (e.g.: accuracy and limited use of generics) / Productivity
• Booster : % of on-line estimate answers and % of on-line spare parts orders
• Boutiques : % of pre-approved estimates
• Delivery times
• Productivity (STO)
• General service level agreement
Educational Background
Senior sale associate with back office experience
Technical/Work-based Skills or specific knowledge (Must Have)
- Advanced computer knowledge / excel, word, pdf
- English fluent speaking and reading
- Good communication and commercial skills
- Master several languages is a plus
- Management skills
3-5 years job activity as a senior sale associate
Personal Skills/Attributes
General characteristics required to do the job effectively
• Communication & people management skills
• Good interpersonal skills with a sound awareness of various cultures and work ethic
• Ability to work under pressure and demonstrate
• high standards of Customer Service with a view of
• Customer satisfaction
• Team player Work well individually or as a part of a multi skilled team
• Strong in Integrity & Trustworthy
• Technical team
• Supply and Matching team
• Warehouse logistics team
• Boutique CS associates
• External partners and suppliers
• Brands CS
Level of Autonomy
• Defines recommendations and proposes optimization solutions in a less structured environment. Subject to broad practices and procedures covered by functional policies, achievement of a circumscribed operational activity, and to managerial direction. Freedom in the use of the means to achieve 3-6 months projects
Key Recommendations/Decisions you will be expected to make:
• Intervention: priority setting / work load distribution
• Environment / Organization: administration working presence planning / 5S application

Gold / Gems & Jewellery



Customer service Back office Supply chain Customer relationship Office administration Spare parts Staffing Outbound Accessories Continuous improvement


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