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