Division Customer Experience & Financial Product Manager

Ensure implementation and execution of Front-end customer service best practices and operational initiatives. Partner with corporate Front-end team, Asset Protection, corporate Risk & AML Compliance, corporate KPF, division Human Resources and division KTM to achieve Front-end goals. Coordinate division rollout and training for all Front-end solutions, including credit card acquisition, prepaid services, money services, kiosks and lottery. Work collaboratively and communicate with corporate, regional, and division departments by providing feedback on the effectiveness of the enterprise operational plans/programs and developing action plans to address opportunities. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

Responsibilities

- Partner with corporate Front-end team to deliver on company initiatives and goals on labor optimization, friendly, best practices, and accounting
- Serve as the division subject matter expert for Front-end, KPF and AML applications and solutions
- Ensure store compliance with federal, state and local laws, and with policy and adherence to standards for the Front-end departments (i.e., alcohol, tobacco, WIC, SNAP, etc.)
- Monitor Front-end metrics related to cash over and short, friendly, average wait time, queueing, SCO utilization and items per minute
- Monitor KPF metrics such as profit, sales and customer targets for all products/services, including in-store credit applications, prepaid products, kiosks, money services and lottery
- Drive KPF corporate strategic plan by partnering with division executives, district managers, store leaders and store level associates to align division goals with KPF goals and lead new initiatives; ensure execution and develop best practices
- Assume division compliance officer responsibilities, including AML responsibilities related to money orders, money transfers, check cashing and prepaid access; responsible for training, compliance, reporting and record retention, audits, and follow-up
- Conduct weekly store visits, focusing on total store customer service, best practices, identifying opportunities and defining processes for improvement in all areas, including KPF products and services
- Partner with division Asset Protection manager to achieve shrink glide path through training, coaching and best practices; assist district AP managers on a daily/weekly basis with Sales & Cash opportunities
- Partner with RASC and GO Cash Specialist on a weekly/period basis for Sales & Cash opportunities
- Identify training talent and stores within the division as well as evaluating Front-end department team strengths and opportunities
- Provide feedback to district managers, and store leaders on the strengths and developmental opportunities of associates in the Front-end departments and ensure training and transition as required of new department managers
- Partner with division Human Resources Training and Development department to ensure the effective use of approved training programs, assist in the training of store associates and monitor compliance standards for credit sellers
- Manage new/remodel store set-up
- Assist in the installation, training and follow-up on the use of new equipment and work methods
- Must be able to perform the essential job functions of this position with or without reasonable accommodation

Qualifications

Minimum
- 1 year of experience as assistant store leader
- Proficient in Microsoft Office
- Ability to achieve objectives through others
- Strong leadership skills
- Excellent oral/written communication skills

Desired
- Bachelor's Degree