Service AAPM Core Job Accountabilities

Core Job Accountabilities
To lead, support and train all Asset Protection functions for Service Center locations, Secondary Market
locations and USO locations within assigned division which would include identification and reporting of shrink,
fraud, write off awareness, Customer Data Privacy trends, proprietary information leaks and Investigations.
Also partners and supports retail locations, as it pertains to CDP, Precinct ding write off awareness, Customer
Data Privacy trends and service trends.
This will be accomplished by partnering with local AAPM’s and Service field leadership to identify root causes
and implement solutions. Provide Service process, systems and policy training and coaching to AAPM’s and
field leaders that are in a position to identify and impact potential Service liability or risk issues.
This position would also partner with Service field Leadership on various operational functions to insure process
compliance and oversight. These functions would include physical inventory, customer data privacy and
assessments. Develop networks and maintain relationships with Service field leadership, vendor partners,
service providers, and law enforcement agencies.

Primary attributes for success in this position are ability to partner, coach and influence vertically within the
Service organization and cross functionally within the Best Buy field organization. Also ensure the ability to
understand and create analytics that are relevant to the Service business model.
Field/Store/District/Territory Leadership
                             Core Job Accountabilities
As a leader of Best Buy your core job accountabilities include a leadership component focused on creating a
world class employee and customer experience, while profitably growing the overall stores business, as well as
the key metrics specific to your role. Both of these areas are included in the core job accountabilities.
                                                                                                                                                                   Shrink                                     Shrink                                  Shrink
                                                                                                                                                                    Lack of consistent support to the         Ensures a strong shrink culture in     Proactive in developing and
Note: Local leadership is empowered to add CJR’s during the 1 st quarter of the fiscal year. Role Specific Details – All Service Area Asset Protection
                                                                                                                                                                       leadership teams in creating,              Service centers, USO’s and              coaching leadership around how
                                                                                                                                                                       validating, and encouraging a              Secondary Market locations and          to create a world class shrink
                                                                                                                                                                       positive shrink culture                    assigned area through validation        culture that also allows for a
                                                                                                                                                                                                                  of facility visits/market               world class customer
                                                                                                                                                                                                                  assessments and by partnering           experience.
                                                                                                                                                                                                                  with Service Leadership (GM’s,
                                                                                                                                                                                                                  In-Home managers, FSMM’s,
                                                                                                                                                                                                                  DFM’s, Service HR leadership, &
                                                                                                                                                                                                                  corporate support) as well as the
                                                                                                                                                                                                                  local AAPM.

                                                                                                                                                                      Does not make time to support             Communicates Service Center            Communicates to Service and SR
                                                                                                                                                                       Service Leadership teams relating          and Secondary Market shrink             AAPM Leadership team on
                                                                                                                                                                       to over budget trends, IA’s or             barometers and USO cycle count          leaders that should be
                                                                                                                                                                       shrink related locations including         opportunities monthly with              recognized for their
                                                                                                                                                                       Service Centers, Secondary                 appropriate Service leadership          performance as warranted or
                                                                                                                                                                       Market and USO’s                           and AAPM teams especially               coached as needed.
                                                                                                                                                                                                                  locations and/or USO’s that are
                                                                                                                                                                                                                  trending over budget or are not
                                                                                                                                                                                                                  completing consistent cycle

                                                                                                                                                                      Lacks insight or resolution               Monthly Communication to               Consistently provides solutions
                                                                                                                                                                       towards root causes, struggles             Service leadership and AAPM             to Service leadership when
                                                                                                                                                                       with or lacks initiative on internal       team on current state of                opportunities arise especially for
                                                                                                                                                                       / external investigations.                 business, e.g. shrink trends, PI        shrink challenged locations.

                                                                                                                                                                                                                  results, etc. by attending any
                                                                                                                                                                                                                  conference calls, quarterly
                                                                                                                                                                                                                  meetings and the AAPM bi-
                                                                                                                                                                                                                  weekly calls.

                                                                                                                                                                      Does not make an effort to                Assist and Support Service             Demonstrates highly supportive
                                                                                                                                                                       attend GSSF/USO Quarterly                  leadership as it relates to             and proactive approach to
                                                                                                                                                                       meetings and PI’s and does not             identifying Asset Losses, Profit        Service Leadership by providing
                                                                                                                                                                       discuss shrink.                            Drainers, Foundational                  insights and solutions that aide
                                                                                                                                                                                                                  Excellence, and supports the PI         and solve Against Asset Losses,
                                                                                                                                                                                                                  processes to ensure accurate            Profit Drainers, Foundational
                                                                                                                                                                                                                  counts.                                 Excellence, and full support of
                                                                                                                                                                                                                                                          the PI process from start to
                                                                                                                                                                                                                                                          finish ensuring accurate counts.

                                                                                                                                                                      Does not communicate with local           Ensure that the local AAPM is          Utilize leadership skills and
                                                                                                                                                                       AAPM’s shrink opportunities to             aware of USO fleet cycle counts,        knowledge to demonstrate
                                                                                                                                                                       help drive service culture and             Service center counts and any           expertise in root cause shrink
                                                                                                                                                                       follow up.                                 opportunities that exist with           analysis and making appropriate
                                                                                                                                                                                                                  store PPM, PP Sup and agents as         changes moving forward to
                                                                                                                                                                                                                  shrink impacts retail location.         prevent opportunities.
                                                                                                                                                                                                                  Ensure ghost vehicles are not
               SAFETY                                   SAFETY                                  SAFETY

   Not seen as a leader that can
                                                Identify trends in safety that      Is seen as a leader and expert in
    support the team or offer
                                                 is unique to Service                 regards to safety and is sought
    assistance in safety issues.
                                                 locations, GSR and USO’s and         after for council, advice and
                                                 provides recommendations             leadership. Partners with
                                                 and solutions to Service             Corporate to improve processes
                                                 leadership. Validates any E-         and impacts change.
   Has not positioned themselves as            If needed, assist in safety         Takes the lead in safety issues
    the safety subject matter expert             related investigations, shares       and is proactive in identifying
                                                 claims with AAPM’s and               root cause for claims throughout
                                                 leadership.                          all Services.

   Lacks follow up and                         Ensures leadership and              Champions the commitment to
    communication with appropriate               follow-up on EBC claims and          execute all aspects of safety
    leadership on claims that arise.             any OSHA opportunities that          programs.

          INVESTIGATIONS                           INVESTIGATIONS                          INVESTIGATIONS

   Struggles with or lacks initiative                                               Actively communicates to
                                            Provide reporting and coaching
    on communicating to                                                               leadership an overview of
                                             for SAPM/AAPM’s to conduct
    SAPM/AAPM team and                                                                investigations including
                                             investigations relating to theft,
    leadership regarding trends of                                                    customer data privacy and
                                             fraud and Secondary Market and
    apparent fraud within Service                                                     provide solutions and
                                             customer data privacy.
                                                                                      partnerships to minimize future
                                            Demonstrates the ability to              risks.
                                             conduct investigations through
                                                                                     Consistently demonstrates the
   Has a difficult time being               an objective lens and is open
                                                                                      ability to conduct investigations
    objective, during an investigation       minded to others input and
                                                                                      through an objective lens and is
    and/or partnering with SHRM              insight into the situation.
                                                                                      open minded to others input
                                             Partners and communicates
                                                                                      and insight into the situation.
                                             effectively and timely with
                                                                                      Focuses not only on
                                                                                      investigations, but sees the
                                                                                      learning’s and is able to move
                                                                                      the organization based
   Does not follow investigation               Follows investigation SOP
    SOP and leaves cases incomplete              and follows through to
    and is not 100% on case                      completion of case
                                                                                     Follows investigation SOP, looks
    management system or file                    management system and
                                                                                      for ways to improve, helps
    retention guidelines.                        case file retention guidelines
                                                                                      others and follows through to
                                                                                      completion of case management
                                                                                      system and case file retention
   Does not actively assist in
                                                Continues to seek out new
    creating new exception reporting
                                                 trends and develops tools
    and/or does not manage current                                                   Actively manages investigations
                                                 and strategies to investigate.
    exception reports.                                                                from exception reporting. Assist
                                                 Actively manages cases that
                                                                                      in developing new reporting as
                                                 arise from exception reports.
                                                                                      business changes.

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