Branch Support Department Supervisor

Job Description

The Branch Support Department (BSD) Supervisor is responsible for leading the execution of Transit Operations and Store Support functions to ensure the timely, accurate, and compliant processing of warehouse orders, system transactions, and store support activities that enable efficient warehouse operations and business continuity.

The role is accountable for maintaining operational readiness by validating critical transactions, monitoring process performance, identifying operational and system-related risks, and driving timely resolution through effective cross-functional coordination with Warehouse Operations, Purchasing, RTM Centre, Marketing, IT, and other stakeholders.

As the operational subject matter expert, the BSD Supervisor leads process compliance, continuous improvement, and people development while providing timely operational analysis, actionable recommendations, and practical solutions to support management decision-making. The role is expected to foster a high-performing team through coaching, capability development, accountability, and a culture of operational excellence.

Key Job Responsibilities

1. Transit Operations Management

• Lead and oversee the end-to-end warehouse order generation process, ensuring the timely, accurate, and compliant release of store orders in accordance with business requirements and operational priorities.
• Ensure the accuracy and integrity of warehouse order generation by validating reorder schedules, inventory allocation, promotional activities, and other system-generated transactions prior to operational execution.
• Collaborate with Purchasing and relevant stakeholders to ensure order quantity changes, promotional campaigns, product launches, and special business requirements are accurately reflected in warehouse order generation.
• Monitor critical BSD system transactions and operational milestones to ensure uninterrupted warehouse execution and adherence to operational timelines.
• Review and validate team outputs to ensure compliance with Standard Operating Procedures (SOPs), operational standards, and quality requirements.
• Identify operational risks, transaction discrepancies, and process gaps, implementing timely corrective actions and recommending preventive measures to minimize business impact and improve operational reliability.

2. Store Support Operations

• Lead the execution of Store Support operations by ensuring timely resolution of store concerns, operational inquiries, and system-related requests.
• Coordinate with RTM Centre, stores, and relevant stakeholders to ensure prompt follow-up, effective communication, and timely resolution of operational concerns until closure.
• Ensure operational records, transaction files, and supporting documentation are accurate, complete, organized, and maintained in accordance with company standards, audit requirements, and business continuity requirements.
• Monitor compliance with Store Support processes, operational policies, and service standards while identifying opportunities to improve operational efficiency, consistency, and customer experience.
• Analyze recurring store concerns, identify root causes, and implement corrective and preventive actions to improve service quality and reduce operational disruptions.
• Provide timely operational updates, recommendations, and issue summaries to support management decision-making and continuous process improvement.

3. Operational Monitoring, Analysis, and Resolution

• Continuously monitor BSD operations to identify operational risks, transaction errors, process deviations, and system-related issues before they impact warehouse execution.
• Conduct timely root cause analysis to determine the source, operational impact, and business risks of identified issues.
• Proactively coordinate with all relevant stakeholders to investigate concerns, validate findings, and implement corrective actions within agreed timelines.
• Develop practical, data-driven solutions to resolve operational issues and recommend preventive actions to minimize recurrence.
• Monitor the effectiveness of implemented solutions and validate that issues have been fully resolved.
• Ensure timely submission of operational updates, investigation findings, action plans, and progress reports within agreed response timelines.
• Escalate issues beyond BSD's authority only after completing the necessary investigation, stakeholder coordination, and solution assessment, providing management with comprehensive analysis, operational impact, actions taken, recommended solutions, and decisions required.
• Proactively communicate operational risks, system constraints, and potential business impacts to Warehouse Leadership, providing timely updates, recommended actions, and recovery plans to support informed decision-making.
• Drive a culture of ownership by ensuring issues are resolved rather than simply reported or endorsed to another department.

4. Cross Functional Collaboration and Stakeholder Management

• Build and maintain effective working relationships with Warehouse Leadership, including Inbound, Inventory, Outbound, and Quality Management, to ensure seamless operational execution.
• Collaborate with Purchasing to ensure order quantity revisions, promotional requirements, and product updates are accurately reflected in warehouse order generation.
• Partner with RTM Centre and store representatives to resolve operational concerns, ensure timely follow-up, and maintain service commitments.
• Coordinate with Marketing, IT, and other business functions to support operational initiatives, system enhancements, and business requirements impacting warehouse operations.
• Ensure timely communication of operational issues, business risks, process updates, and recovery plans to relevant stakeholders.
• Monitor cross-functional action plans and drive timely completion of agreed deliverables.

5. Process Improvement and System Expertise

• Serve as the subject matter expert for BSD systems, operational workflows, and warehouse support processes.
• Continuously evaluate operational processes and identify opportunities to improve efficiency, accuracy, service quality, and operational effectiveness.
• Recommend process improvements, automation initiatives, and system enhancements based on operational analysis and business requirements.
• Lead or support testing, validation, implementation, and deployment of new system functionalities, operational improvements, and digital initiatives.
• Review, develop, and update Standard Operating Procedures (SOPs), work instructions, and process documentation to ensure alignment with current business requirements.
• Promote a culture of continuous improvement by encouraging innovation, operational excellence, and best practices.

6. Team Leadership, Performance Management, and People Development

• Supervise daily operations and optimize workload distribution to ensure operational efficiency and business continuity.
• Coach, mentor, and develop team members to strengthen technical competency, system expertise, analytical capability, and problem-solving skills.
• Identify competency gaps and establish individual development plans to improve team capability and overall performance.
• Conduct regular coaching sessions, performance evaluations, and timely feedback to promote accountability, engagement, and continuous improvement.
• Facilitate onboarding, process training, refresher programs, and cross-training to strengthen operational readiness and workforce flexibility.
• Assess employee readiness and recommend development opportunities, succession planning, and career progression based on demonstrated competency and performance.
• Monitor team productivity, quality, attendance, compliance, and operational performance, implementing corrective actions and performance improvement plans where necessary.
• Foster a culture of accountability, ownership, collaboration, continuous learning, and operational excellence.
• Ensure effective knowledge management and documentation of critical processes to minimize operational dependency and support business continuity.

7. Reporting, Compliance, and Documentation

• Prepare, validate, and submit accurate operational reports within established timelines to support management decision-making.
• Analyze operational trends, performance metrics, and business risks, providing actionable recommendations to improve operational efficiency and service delivery.
• Maintain complete, organized, and accurate operational documentation to support audits, investigations, compliance, and business continuity.
• Ensure compliance with company policies, Standard Operating Procedures (SOPs), governance standards, and audit requirements.
• Report operational highlights, business risks, process gaps, improvement opportunities, and recommended action plans with supporting analysis and expected outcomes.

Technical Skills

Warehouse Operations

• Warehouse Order Generation
• Transit Management
• Store Support Operations
• Warehouse Process Coordination

Systems and Process Management

• System Troubleshooting
• Process Mapping
• SOP Development and Governance
• Business Process Improvement
• Process Automation

Data Analysis

• Microsoft Excel (Intermediate to Advanced)
• Google Sheets
• KPI Monitoring
• Operational Reporting
• Dashboard Development
• Root Cause Analysis
• Trend Analysis

Operational Coordination

• Cross Functional Stakeholder Management
• Incident and Issue Management
• Risk Assessment
• Business Continuity Planning
• Operational Planning and Execution

Soft Skills

Leadership

• Team Supervision
• Coaching and Mentoring
• Performance Management
• Talent Development
• Succession Planning
• Accountability

Problem Solving and Decision Making

• Strong Analytical Thinking
• Critical Thinking
• Root Cause Analysis
• Solution-Oriented Mindset
• Data-Driven Decision Making
• Sound Operational Judgment
• Ownership and Accountability

Communication and Stakeholder Management

• Excellent Written and Verbal Communication
• Cross Functional Collaboration
• Stakeholder Management
• Negotiation and Influencing
• Presentation Skills
• Active Listening
• Timely and Professional Communication

Professional Competencies

• Planning and Organization
• Time Management
• Prioritization
• Sense of Urgency
• Strong Follow Through
• Adaptability
• Customer Service Orientation
• Attention to Detail
• Continuous Improvement Mindset
• Resilience Under Pressure