Deputy Branch Manager

Roles and responsibilities

1. Operational Support and Management

• Assist the Branch Manager in overseeing the daily operations of the branch.
• Supervise branch staff, including scheduling, performance management, and assigning tasks.
• Ensure that branch activities are carried out efficiently, and that operational procedures are followed.
• Help manage branch resources, ensuring the proper functioning of equipment, tools, and systems.

2. Customer Service Management

• Ensure high levels of customer satisfaction by addressing and resolving customer complaints and issues promptly.
• Supervise and train customer service staff to ensure they provide excellent service.
• Encourage and foster positive relationships with customers and the local community.
• Monitor customer feedback and suggest improvements to enhance service quality.

3. Sales and Business Development

• Support the Branch Manager in developing and implementing sales strategies to drive branch performance and meet targets.
• Help manage and promote products or services that the branch offers, actively engaging customers to boost sales.
• Assist in developing strategies for customer acquisition and retention.
• Monitor sales performance, track progress, and motivate staff to achieve sales goals.

4. Staff Management and Development

• Oversee recruitment, training, and development of branch staff in collaboration with the Branch Manager.
• Conduct performance reviews and provide feedback to ensure staff are meeting performance standards.
• Provide leadership, guidance, and mentorship to branch employees, fostering a positive and productive work environment.
• Ensure that the team adheres to company policies, procedures, and compliance requirements.

5. Compliance and Risk Management

• Ensure that the branch adheres to all relevant regulatory and legal requirements, including those related to financial transactions, safety, and data privacy.
• Implement and monitor internal controls to prevent fraud, theft, or errors.
• Assist in risk management by identifying and addressing potential risks and compliance issues.
• Ensure that all staff are trained on compliance policies and procedures.

6. Financial Management

• Assist in managing the branch’s financial performance, including monitoring budgets, revenues, and expenses.
• Help track and report branch sales and profitability to the Branch Manager or upper management.
• Monitor cash flow, manage petty cash, and oversee cash handling procedures.
• Assist in ensuring that the branch is financially efficient and that costs are kept under control.

Desired candidate profile

Leadership and Management

• Strong leadership abilities to motivate and guide staff.
• Ability to manage teams effectively and maintain a positive work environment.
• Conflict resolution skills to handle staff or customer disputes.

Financial Acumen

• Proficiency in budgeting, financial analysis, and managing branch profitability.
• Ability to track branch performance and drive sales growth.
• Experience with financial management systems and processes.

Customer Service Excellence

• Outstanding interpersonal skills with a focus on customer satisfaction.
• Ability to resolve customer complaints and provide solutions to enhance customer experience.

Problem-Solving and Decision Making

• Ability to make decisions under pressure and resolve operational issues effectively.
• Strong analytical skills to assess performance, risks, and business opportunities.

Communication Skills

• Clear and effective communication with branch staff, customers, and senior management.
• Ability to present and explain reports and data to management.

Organizational and Time Management Skills

• Highly organized with the ability to multitask and manage competing priorities.
• Ability to maintain order and discipline while ensuring smooth branch operations.

Compliance and Regulatory Knowledge

• Knowledge of industry-specific laws, regulations, and compliance requirements.
• Ability to implement and monitor adherence to policies and procedures.