DIVISION CUST EXPERIENCE & FINANCIAL PRODUCT MGR

The Kroger Co.•Indianapolis, IN

About The Position

Ensure implementation and execution of front-end customer service best practices and operational initiatives. Partner with corporate Front-end, Asset Protection, Risk & AML Compliance, KPF, division Human Resources, and division KTM teams to achieve Front-end goals. Coordinate division rollout and training for Front-end solutions, including credit card acquisition, prepaid services, money services, kiosks, and lottery. Collaborate and communicate with corporate, regional, and division departments, providing feedback on enterprise operational plans and programs and developing action plans to address opportunities. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion, and safety. Serve as the division subject matter expert for Front-end, KPF, and AML applications and solutions. Monitor Front-end and KPF performance metrics, ensure compliance with applicable laws and policies, drive the KPF strategic plan, and support stores through visits, training, coaching, audits, and operational improvements. Manage new and remodeled store setups and assist with installation, training, and follow-up for new equipment and work methods. Must be able to perform the essential job functions with or without reasonable accommodation.

Requirements

At least 1 year of experience as an assistant store leader.
Proficiency in Microsoft Office.
Ability to achieve objectives through others.
Strong leadership skills.
Excellent oral and written communication skills.

Nice To Haves

Bachelor's degree.

Responsibilities

Partner with the corporate Front-end team to deliver company initiatives and goals related to labor optimization, friendly service, 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, company policies, and standards for Front-end departments, including alcohol, tobacco, WIC, and SNAP.
Monitor Front-end metrics, including cash over and short, friendly service, average wait time, queueing, SCO utilization, and items per minute.
Monitor KPF metrics, including profit, sales, and customer targets for in-store credit applications, prepaid products, kiosks, money services, and lottery.
Drive the corporate KPF strategic plan by partnering with division executives, district managers, store leaders, and store associates to align goals, lead initiatives, ensure execution, and develop best practices.
Assume division compliance officer responsibilities, including AML responsibilities for money orders, money transfers, check cashing, and prepaid access; manage training, compliance, reporting, record retention, audits, and follow-up.
Conduct weekly store visits focused on total-store customer service, best practices, identifying opportunities, and defining improvement processes, including for KPF products and services.
Partner with the division Asset Protection manager to achieve the shrink glide path through training, coaching, and best practices; assist district AP managers with Sales & Cash opportunities.
Partner with RASC and the GO Cash Specialist periodically for Sales & Cash opportunities.
Identify training talent and stores within the division and evaluate Front-end department team strengths and opportunities.
Provide district managers and store leaders with feedback on Front-end associate strengths and development opportunities; ensure training and transition support for new department managers.
Partner with division Human Resources Training and Development to use approved training programs effectively, assist in training store associates, and monitor credit seller compliance standards.
Manage new and remodeled store setups.
Assist with installation, training, and follow-up on new equipment and work methods.
Perform the essential job functions with or without reasonable accommodation.