Roles and responsibilities
1. Operational Support and Management
- Day-to-Day Operations: Support the Branch Manager in overseeing daily operations, ensuring that all activities are aligned with company policies and procedures.
- Branch Procedures: Ensure that all branch operations follow standard operating procedures, safety protocols, and compliance requirements. This includes managing branch facilities, technology, and equipment.
- Crisis Management: Act as the point of contact for handling operational issues or emergencies. In the absence of the Branch Manager, take on full responsibility for running the branch.
- Risk Management: Identify potential risks in the branch’s operations and take steps to mitigate them, ensuring the branch’s compliance with regulatory standards and internal controls.
2. Team Leadership and Staff Management
- Team Oversight: Assist in managing the branch team, including supervising daily tasks and ensuring staff is motivated, well-trained, and working efficiently.
- Training and Development: Identify skill gaps within the team and coordinate ongoing training and professional development programs for employees.
- Performance Management: Help set individual and team performance targets, conduct performance reviews, and provide feedback to staff. Assist in resolving any performance-related issues.
- Scheduling and Staffing: Assist in managing the staffing schedules, ensuring that the branch is adequately staffed at all times to meet customer demand and service levels.
3. Customer Service and Relationship Management
- Customer Satisfaction: Oversee customer service activities to ensure that clients receive excellent service. Address escalated customer complaints or concerns in a timely and effective manner.
- Relationship Building: Develop and maintain relationships with key clients or accounts, ensuring their needs are met and fostering long-term loyalty.
- Service Delivery: Ensure the branch is consistently delivering high-quality services or products in line with customer expectations and company standards.
4. Sales and Business Development
- Sales Targets: Support the Branch Manager in achieving branch sales goals by developing and implementing sales strategies. Track sales performance and help identify areas for improvement.
- Market Penetration: Identify opportunities to expand the branch’s market share through new business initiatives, partnerships, or services.
- Promotions and Campaigns: Assist in executing marketing campaigns, promotions, or sales events to attract new customers and retain existing ones.
- Reporting: Monitor sales performance, prepare reports for management, and suggest strategies to improve branch revenue.
Desired candidate profile
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Leadership and Management Skills:
- Ability to lead, motivate, and manage a team effectively. Strong interpersonal skills to interact with staff, customers, and senior management.
- Conflict resolution skills to handle disagreements or performance issues in the team.
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Customer Service Orientation:
- Strong focus on providing excellent customer service, resolving issues, and ensuring customer satisfaction.
- Ability to build and maintain relationships with clients and customers.
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Financial Acumen:
- Understanding of branch budgeting, financial reporting, and expense management to ensure profitability.
- Ability to analyze financial performance and recommend improvements.
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Sales and Business Development:
- Knowledge of sales strategies and techniques to help the branch achieve revenue targets.
- Ability to identify new business opportunities and improve the branch’s market presence.
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Problem-Solving and Decision-Making:
- Strong problem-solving skills to address operational, customer, and staff issues quickly and effectively.
- Ability to make decisions independently, especially in the absence of the Branch Manager.
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Organizational Skills:
- Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and ensure that deadlines are met.
- Attention to detail to ensure smooth operations, accurate reporting, and compliance with regulations.
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Communication Skills:
- Clear and concise verbal and written communication skills to interact with staff, customers, and management.
- Ability to give instructions, provide feedback, and convey branch performance information to senior management.