Branch Operations Manager

Responsibilities:

Operational Management:

• Oversee the daily operations of the branch, ensuring all departments work together seamlessly to deliver high-quality service.
• Develop, implement, and maintain standard operating procedures to optimize efficiency and consistency.
• Monitor and manage inventory, supplies, and equipment to meet operational needs while controlling costs.

Financial Management:

• Manage the branch's financial performance, including budgeting, forecasting, and financial reporting.
• Implement financial controls and cost-saving measures to maximize profitability.
• Analyze financial data to identify trends, opportunities for improvement, and potential risks.

Customer Service:

• Ensure the branch delivers exceptional customer service, resolving any issues promptly and maintaining high levels of customer satisfaction.
• Implement customer feedback mechanisms and use insights to improve service delivery.
• Foster a welcoming and customer-focused environment, ensuring that all staff prioritize guest satisfaction.

Staff Management:

• Recruit, train, and manage branch staff, ensuring they are well-equipped to perform their duties effectively.
• Conduct regular performance reviews, provide coaching, and implement development plans to improve employee skills and morale.
• Schedule staff to ensure adequate coverage during peak times and efficient operation during quieter periods.

Business Development:

• Identify opportunities to increase revenue through upselling, promotions, and enhancing the customer experience.
• Collaborate with the marketing team to execute branch-specific promotions and campaigns.
• Build and maintain relationships with key clients, local businesses, and other stakeholders.

Compliance and Risk Management:

• Ensure the branch complies with all relevant health, safety, and legal regulations.
• Implement and monitor safety protocols, conducting regular audits to ensure compliance.
• Manage risk by addressing potential operational issues before they escalate, including handling emergencies effectively.

Inventory and Supply Chain Management:

• Manage relationships with suppliers and vendors, ensuring timely and cost-effective delivery of goods and services.
• Oversee the ordering and stock management processes, reducing waste and optimizing inventory levels.

Requirements:

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
• 3-5 years of experience in operations management, preferably within the hospitality industry, with a background in FMCG and finance.
• Strong financial management skills, including experience with budgeting, forecasting, and financial analysis.
• Proven ability to manage and develop teams, with strong leadership and interpersonal skills.
• Excellent problem-solving abilities and a proactive approach to operational challenges.
• Strong understanding of customer service principles and the ability to maintain high standards of service.
• Proficiency in using management software and tools relevant to the hospitality industry.

Key Competencies:

• Operational Excellence
• Financial Acumen
• Customer-Centric Approach
• Leadership and Team Management
• Problem-solving and Decision-Making
• Attention to Detail
• Adaptability and Resilience

Reporting Structure:

• The Branch Operations Manager reports to the Area Manager or Regional Director, with responsibility for managing all staff and operations within the branch.

This role offers the opportunity to apply FMCG and finance expertise in a hospitality setting, focusing on driving operational success, financial performance, and customer satisfaction at the branch level.