SECTION 1 — ROLE OVERVIEW

1.1 Who is the General Manager?

The General Manager (GM) is the highest operational authority under the CEO and oversees all OVMPS activities across Nigeria.

They are responsible for:

• Marketplace performance
• Vendor operations nationwide
• Logistics coordination
• Staff performance
• Refund decisions
• Escalations
• Business development
• Financial oversight

They ensure the entire OVMPS ecosystem runs efficiently, profitably, and in full compliance with all internal policies and Nigerian regulations.

SECTION 2 — CORE RESPONSIBILITIES

2.1 Vendor Activities & Vendor Management

• Oversee nationwide vendor onboarding and verification
• Approve or reject vendor applications
• Develop vendor policies, commission rules, and performance standards
• Monitor vendor performance (order handling, quality, shipping speed)
• Handle escalated disputes involving vendors
• Enforce penalties or suspensions for misconduct
• Approve upgrades/downgrades for vendor membership levels
• Maintain nationwide vendor satisfaction

2.2 Vendor Management Personnel (VMP) Oversight

• Define the roles and responsibilities of all Vendor Management Personnel
• Approve hiring of VMP and evaluate their performance
• Create KPIs and Standard Operating Procedures (SOPs)
• Conduct or organize training programs to enhance vendor support
• Ensure VMP strictly enforce policies across states

2.3 Staff Recruitment & Human Resource Supervision

(General staff, warehouse, customer support, QC, etc.)

• Approve headcount and staffing structure
• Oversee recruitment of senior staff and department heads
• Determine HR policies, salary structures, and disciplinary procedures
• Monitor overall staff productivity and resolve internal conflicts
• Approve promotions and recommend exceptional staff
• Dismiss unqualified or non-compliant staff when necessary

2.4 Logistics Oversight

• Establish contracts with logistics partners nationwide
• Approve delivery rates, zones, and SLA terms
• Monitor logistics performance (timeliness, damage rates, complaints)
• Resolve escalated logistic failures or fraud
• Terminate partnerships with underperforming or unethical logistics companies

2.5 Customer Order & System Management

• Design and oversee the order lifecycle (checkout → dispatch → delivery)
• Define refund, return, dispute, and quality control policies
• Analyze customer feedback to improve operations
• Ensure technical teams maintain order databases, tracking systems, and dashboards
• Maintain strict oversight over customer satisfaction metrics

2.6 Business Development

• Explore new markets and states for expansion
• Develop strategic partnerships
• Create new monetization channels and revenue streams
• Negotiate high-level collaborations, supplier deals, and discount agreements

2.7 Marketing & Brand Oversight

• Supervise brand messaging, campaigns, and public relations
• Approve affiliate programs, commissions, and marketing partnerships
• Align national marketing strategy with operational goals

2.8 Technology & Platform Management

• Collaborate with IT/Development to introduce new features
• Prioritize bug fixes, upgrades, and marketplace improvements
• Approve UI/UX changes that affect vendor/customer operations

2.9 Financial & Budget Control

• Present annual and quarterly budgets
• Track P&L performance of the entire marketplace
• Approve major expenditures and cost-saving initiatives
• Oversee pricing and discount strategy

2.10 Compliance & Risk Management

• Ensure adherence to Nigerian laws (tax, data privacy, commerce laws)
• Implement platform-wide risk control procedures
• Authorize legal actions or penalties for fraud, scams, or non-compliance

2.11 Reporting Responsibilities

• Collation of reports from State Managers, QC, Logistics, CS, and VMP
• Prepare monthly, quarterly, biannual, and annual reports for the CEO
• Provide professional insights and operational recommendations

SECTION 3 — WHAT THE GENERAL MANAGER CAN DO ON THE OVMPS MANAGER DASHBOARD

GM uses the Store Manager Dashboard with top-level permissions.

3.1 Actions They CAN Perform

• View all orders nationwide
• Adjust or assign vendors to states
• Approve or reject product listings
• View and manage refunds (with QC confirmation
• Review commissions and payouts
• Modify shipping zones and rules
• Manage coupons, campaigns, and promotions
• Oversee affiliate activity reports
• Access analytics, sales charts, and vendor data
• Assign roles and dashboard permissions
• Manage staff accounts used for operations

3.2 Actions They MUST NOT Perform

Even with high access, the GM cannot:

❌ Edit platform source code (reserved for IT)
❌ Approve refunds without QC verification
❌ Change security settings without CEO approval
❌ Manually modify vendor bank accounts
❌ Handle escrow payouts directly (finance controls that)

❌ Change Vendor membership plan (core offense)

SECTION 4 — REQUIRED SKILLS

• High-level leadership and decision-making
• Vendor and marketplace expertise
• Strategic planning & financial acumen
• Knowledge of logistics and e-commerce operations
• Excellent communication & negotiation skills
• Technology comprehension
• Conflict resolution & professional discipline
• Analytical reporting and documentation

SECTION 5 — KEY PERFORMANCE INDICATORS (KPIs)

• Vendor growth rate nationwide
• Order success rate and delivery efficiency
• Reduction in refunds, disputes, and customer complaints
• Logistic performance metrics
• Staff KPI achievement
• Overall platform revenue and profitability
• Successful onboarding of new states
• Affiliate conversion and marketing impact
• Quality of operations reports submitted

SECTION 6 — TOOLS & RESOURCES THEY USE

• Store Manager Dashboard
• Admin-level reporting tools
• Vendor onboarding databases
• Logistics reports
• HR tools and staff performance systems
• Affiliate tracking systems
• Financial reporting dashboards
• Customer Support & Ticketing system