Deputy Branch Manager

Roles and responsibilities

1. Branch Operations and Administration:

• Assist with Daily Operations: Help manage and oversee all branch operations to ensure smooth and efficient functioning, including customer service, transactions, inventory management, and administration.
• Operational Support: Ensure adherence to internal processes and procedures, ensuring that the branch operates in compliance with company policies, industry regulations, and local laws.
• Quality Control: Ensure operational tasks and customer interactions meet the company’s standards of service quality and operational efficiency.

2. Staff Supervision and Development:

• Team Leadership: Assist in supervising and managing the branch staff, including customer service representatives, sales staff, and operational teams. Provide guidance, motivation, and leadership to maintain high morale and performance.
• Staff Scheduling: Assist with creating and managing employee schedules, ensuring the branch is properly staffed at all times to meet customer needs.
• Training and Development: Identify staff training needs and help implement training programs to improve skills and knowledge. Support team members in their professional growth and development.
• Performance Management: Assist in conducting performance appraisals, providing feedback to employees, and implementing improvement plans when necessary.

3. Customer Service and Relationship Management:

• Customer Satisfaction: Oversee customer service efforts and address escalated customer complaints or issues, ensuring customers receive excellent service and support.
• Customer Engagement: Build and maintain relationships with key customers, clients, or business partners to enhance customer loyalty and satisfaction.
• Conflict Resolution: Resolve customer concerns or conflicts effectively, ensuring customer satisfaction while adhering to company policies and procedures.

4. Sales and Business Development:

• Sales Support: Help drive branch sales by ensuring that the sales team is motivated, meeting targets, and promoting products or services effectively.

Desired candidate profile

• Leadership Skills: Strong ability to lead, motivate, and manage a team, fostering a positive and productive work environment.
• Customer Service Expertise: Excellent customer service skills to resolve issues, maintain client relationships, and ensure high customer satisfaction.
• Problem-Solving: Ability to resolve operational or customer-related challenges quickly and effectively.
• Financial Acumen: Understanding of budgeting, financial reporting, and revenue management to support the branch’s financial health.
• Organizational Skills: Strong ability to manage multiple tasks and prioritize responsibilities, including managing staff schedules, operations, and financials.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with staff, customers, and senior management.
• Analytical Skills: Ability to assess branch performance, identify trends, and implement strategies to improve operations and increase profitability.
• Adaptability: Ability to handle changing priorities, operational challenges, and customer needs in a fast-paced environment.