Branch Operations & Service Manager

About the Role

Primary Responsibilities

• Lead and manage a team of Customer Service Managers across inbound channels and correspondence branches.
• Promote customer-centricity by enhancing service experiences and facilitating organic growth.
• Take ownership of customer issues and ensure timely and proactive resolution.
• Define and implement a clear mission focused on service quality enhancement.
• Stay updated with industry developments and apply best practices to improve service delivery.
• Develop and enforce service procedures, policies, and standards.

Secondary Responsibilities

• Analyse Management Information Systems (MIS) to improve productivity and maintain accurate service records.
• Document customer service actions and discussions for transparency and accountability.
• Recruit, mentor, and develop customer service personnel, fostering a culture of empowerment and excellence.
• Ensure adherence to approved budgets and optimize resource utilization.
• Maintain orderly workflows and prioritize tasks effectively.
• Collaborate with internal stakeholders to leverage synergies and enhance service quality.
• Regulate resources to meet both qualitative and quantitative service targets.

Education

Experience

Skills and Attributes

• Strong leadership and team management capabilities.
• Excellent communication and interpersonal skills.
• Proven ability to resolve customer issues proactively.
• Strategic thinking with a focus on continuous improvement.
• Ability to analyse data and derive actionable insights.
• High level of organizational and workflow management skills.
• Budget management and resource optimization expertise.
• Collaborative mindset with the ability to work across teams.