Service Station Manager (Lead)

JOB PURPOSE:

Plan and manage all aspects of the day to day operations of the assigned very large and large service stations to ensure that sales, staff, stock, and resources are managed to achieve optimal utilization of resources, aligned with the defined quality standards whilst providing optimum client experience and achieve the defined revenue targets.

Ensure that the highest standard of customer services are delivered consistently at all times, in a safe and environmental friendly atmosphere

KEY ACCOUNTABILITIES:

Job Specific Accountabilities
Operations Management

• Plan and ensure timely availability of trained staff and resources to support around the clock operations of the assigned station, in line with the defined quality standards to achieve operational efficiencies, revenue targets and optimum client satisfaction standards.
• Organize and coordinate shift schedules for station employees including ensuring the completion of check-lists, registers and log books by shift personnel, and checking and endorsing timesheets and equipment check-lists in line with defined protocols. Ensure shift handover is properly done following retail procedures prior to shift turnover. Assign the location for each shift based on the business requirements.
• Ensure that all stock are maintained at optimum level in line with the procedure for ordering, receiving and stocking of fuel, lube, LPG, Accessories and consumables, stationery, car wash shampoo, oil change tools, employee uniform and PPEs and mosque and accommodation requirements.
• Supervise the deliveries and update the records.
• Analyze and evaluate fuel inventory reports and notify any abnormal variances to Senior Area Manager & Maintenance workshop.
• Ensure the maintenance of all station’s equipment and instruments in efficient operational order and make certain that all related issues are logged and communicated and addressed and all repairs to equipment and building are conducted promptly without interference to the flow of operations.

• Conduct regular supervision, inspection or tours of the field to review operational standards, monitor quality of customer service, observe the standards and provide feedback to respective managers to support achievement of quality standards in line with the ADNOC brand guidelines.
• Supervise and follow up on all incident and accidents reports to ensure that incidents such as property damage, unauthorized access to premises or property, thefts, dishonesty or other undesirable contact by employees or contractors are properly reported, investigated and recorded.
• Analyse and evaluate various reports and records, such as daily statement of stocks and sales, record books and reconciliations to review performance and take corrective action to support alignment with defined operational excellence standards.
• Conduct random audits of stock and cash against records, investigating reasons behind differences in amounts, preparing justifications and reporting to management.
• Ensure effective implementation of all inventory management policies and procedures to support achievement of operational efficiencies and cost optimizations.
• Checks shift reconciliation reports for 3 shifts and ensure that the day sales summary is processed in the system on time and the shift cash to be deposited in SCDM within 2hrs of shift closing. Investigate the BDS variance reports and take corrective actions.
• Ensure the products are displayed as per planogram, monthly offer newsletter is displayed, Fridge/Freezer are set at the right temperature in C-Store.
• Ensure F&B SOP’s are followed and any wastages are tracked properly, all equipment’s in F&B section are fully functional upto the level and the ingredients are rightly stocked.
• Ensure Fuel Attendants and C-Store Runners offers customers the Carside Service of the C-Store products using ordering application at the Forecourt. Carside Service complies with HSE guidelines and use necessary Protective Equipment while taking and delivering orders to the forecourt.

Station Targets

• Continuously follow profitability and revenue targets for assigned station including but not limited to Fuel, Conversion and C-Store, F&B, Lube, Carwash, LPG, Car Side Deliver, etc. to ensure alignment with business plans for retail section; ensure the achievement of budgeted service station sales, gross margin and operational cost targets in line with the annual KPIs and manage inventory shrinkage, cash reporting targets and balancing of daily banking transactions to achieve efficient financial management. Provide financial reports to management in terms of P&L achievement.

Station’s Layout

• Ensure the standardizations of the station’s layout and the ‘look and feel’ in alignment with the standard design of retail outlets. Overtime management
• Ensure overtime is administered in compliance with company policy and direction with proper controls and check.

HSSE

• Ensures strict compliance with ADNOC HSE rules and regulations regarding fire, safety and environment, Municipality and Health Authority rules and regulations regarding food hygiene and all staff is aware of it.
• Enforce hygiene and cleanliness of all services and facilities and take corrective action in conjunction with cleaning service provider.
• Report and record all incidents on time. Ensure the dress code is being followed as mandated by Retail Management.

Standard Operating Procedures

• Comply with all provided SOPs included by not limited to temperature checking, food safety, expiry checking, planograms, food, and beverage, HSE.
• Ensure obtaining all authorization levels and protocols as defined in the procedures.

• Ensure full cooperation and immediate follow up based on F&B QA/QC visits and execution gaps vs SOP.
• Oversee cash handling process to ensure complete compliance in line with defined protocols.
• Comply and ensure the team is complying with company uniform and protective equipment requirements at all times.

Customer Service

• Ensures to provide best quality service and customer care by all staff consistently as per the standard.
• Ensures that all staff knows how to greet and manage traffic, offer assistance, collect payments communicate reward scheme and bid farewell to customers.

Team Management

• Continuously evaluate all service station staff to ensure that they’re meeting the technical requirements to ensure smooth flow of operations at all times.
• Monitor the training programs provided for the staff either internally, through external training agencies or e-learning platform to equip employees with the required skills sets and thus enhance employee performance.
• Train and develop the assigned staff on relevant skills to enable them to become proficient in on the job and deliver the respective business objectives.
• Create an inspiring team environment with an open communication culture. Set clear team goals. Delegate tasks and set deadlines. Oversee day-to-day operation. Monitor team performance and report on metrics. Motivate the team to achieve organizational goals. Listen to team members’ feedback and resolve any issues or conflicts. Suggest and organize team building activities.
• Report on any HSE, Code of Conduct or Dress Code violation by staff in the service staff. Plan and implement corrective actions to mitigate such risk in future.

Promotions and Advertising

• Implement the promotional activities for the station in conjunction with the marketing plan for organizing sales and service promotion activities across the stations.

Relationship Management

• Manage the development and maintenance of effective key business relationships with all relevant external/internal entities and all sections with the highest standards of business ethics, whilst promptly attending to all critical issues in-order to ensure the services required by the organisation are delivered in the most effective manner.

QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:

Minimum Qualification

• Bachelor’s degree in Business Administration or equivalent

Minimum Experience & Knowledge & Skills

• 9 years’ experience in Service station operations, convenience retail, and/or retail service businesses such as auto garages, vehicle service centres, car rental companies, etc. with at least 4 years in a supervisory capacity.
• Strong business acumen and commercial mindset
• Understanding of financial indicators such as revenue, costs, profits and margins and ability to drive improvement in these areas to achieve assigned targets
• Experience in implementing processes, driving change management, and ensuring quality assurance
• Demonstrated use of computer systems and business software such as Excel and MS Word
• Ability to communicate in English – both verbal and written
• Ability and willingness to be hands-on and lead from the front
• Proactive, collaborative, focused and goal oriented
• Process oriented mindset
• Customer service orientation
• Demonstrated leadership, motivational, coaching and mentoring skills
• Strong Communication and influencing skills.