Senior Branch Operations Manager

The Cluster Manager plays a pivotal role in overseeing and managing multiple branches or units within a defined geographic region. This position is crucial for ensuring that the branches under their management meet sales, operational, and customer service goals.

The ideal candidate will provide leadership, ensure the implementation of company policies and procedures, manage branch managers, drive business development, and deliver high-quality services across all branches in the cluster.

Leadership and Team Management:

• Lead and manage a team of branch managers to align with the company's vision and objectives.
• Provide guidance, support, and mentorship to branch managers to achieve their respective branch targets and ensure smooth operations.
• Conduct regular performance reviews for branch managers, providing constructive feedback and setting performance goals.
• Identify training and development opportunities for branch managers and staff to improve skills and overall performance.

Sales and Business Development:

• Oversee sales strategies for each branch within the cluster, ensuring all branches achieve their sales targets and contribute to overall cluster performance.
• Drive business growth by identifying new opportunities, expanding market share, and fostering relationships with key clients and customers.
• Develop and implement business development plans to ensure market penetration and increase revenue across all branches in the cluster.
• Monitor sales performance, ensuring that each branch aligns with corporate sales objectives.

Operational Excellence:

• Oversee the operational activities of each branch in the cluster, ensuring that operational standards and procedures are followed.
• Ensure consistency in branch operations, including customer service, inventory management, compliance, and adherence to company policies.
• Implement strategies to improve branch performance, streamline processes, and optimize resource allocation across all branches.
• Conduct regular audits and reviews of each branch's performance and operations to identify opportunities for improvement.

Customer Relationship Management:

• Ensure that all branches in the cluster provide excellent customer service, addressing and resolving any customer complaints or concerns.
• Build and maintain strong relationships with key clients and partners to improve customer satisfaction and loyalty.
• Act as a point of escalation for complex customer issues and ensure timely and satisfactory resolution.
• Work with branch managers to develop and implement strategies to enhance customer retention and satisfaction.

Financial Management:

• Oversee the financial performance of all branches within the cluster, ensuring that branches meet their revenue and profitability targets.
• Manage budgets for the cluster, ensuring efficient use of resources and compliance with company financial guidelines.
• Review financial reports, including sales, expenses, and profitability, and take corrective actions to address any deviations from targets.
• Ensure cost-effective operations across all branches within the cluster without compromising on quality or customer service.

Compliance and Risk Management:

• Ensure that all branches in the cluster comply with legal, regulatory, and company policies.
• Implement risk management procedures and ensure that branches follow security protocols, health and safety standards, and other compliance requirements.
• Regularly monitor for potential operational risks and work proactively to mitigate them.

Reporting and Analysis:

• Provide regular reports to senior management on the performance of each branch within the cluster, including sales, customer service metrics, and operational issues.
• Analyze performance data, identify trends, and develop action plans to address areas for improvement.
• Ensure timely and accurate reporting of branch activities and results to ensure transparency and accountability.

Collaboration with Other Departments:

• Collaborate with corporate teams such as HR, Marketing, and Finance to ensure the alignment of strategies and objectives.
• Coordinate with the supply chain and logistics teams to ensure product availability and operational efficiency across branches.
• Work with the marketing team to support regional campaigns, promotions, and customer engagement activities to drive sales.

A bachelor's degree in Business Administration, Management, Sales, or a related field is required. An MBA or additional certifications in management, sales, or operations is a plus.

At least 5-7 years of experience in branch management, operations, or sales, with at least 2-3 years in a managerial role overseeing multiple teams or locations is preferred.

Proven track record of achieving sales targets, managing budgets, and driving business growth across multiple units or locations is essential.

• Results-driven, with a focus on achieving targets and operational excellence.
• Strong problem-solving skills and attention to detail.
• High level of initiative, self-motivation, and the ability to work independently and under pressure.
• Ability to think strategically and implement practical solutions that drive growth and profitability.