Branch Manager

  • Salary range: Competitive
branches:
Hours
per week
quote reference
  Sorry - no vacancies at the moment  

Job purpose and scope

Reporting to an Area Manager (AM), the Branch Manager (BM) is responsible for meeting and exceeding Branch sales and service targets by leading, motivating and coaching the Branch team. The BM creates and implements the sales plan for the Branch and sets high standards for customer service based on the principles of “Treating Customers Fairly”. By managing and developing the team to deliver expert knowledge and guidance, the BM provides customers with a consistent, top quality service experience. The BM is the “face of the Society” in the local community.

Whilst primarily responsible for delivering sales targets and developing the capabilities of the Branch team, the BM also retains a high level of customer contact. As first line supervisor of the branch team, the BM has responsibility for monitoring adherence of all team members to operational & regulatory risk requirements.

At a branch level, the BM promotes and role models the Distribution sales culture, recognising and rewarding initiative and empowering individuals and the team to excel. The BM enthusiastically promotes the Society in the local community to increase exposure and brand awareness.

Job Description

  • Deliver Branch sales, budget, quality, compliance and customer service targets.
  • Provide accurate weekly predicted budget / business level forecasts to the AM.
  • Regularly review Branch results and underpinning activity with the team and AM and create plans to maintain or improve performance.
  • Proactively approach customers to help them understand the benefits of our product portfolio and identify referral / sales opportunities.
  • Maintain an excellent working knowledge of all Society products, services and systems and share this knowledge with the Branch team.
  • Drive up levels of customer satisfaction by setting and implementing quality service standards and coaching staff to deliver a consistent Customer Experience.
  • Monitor competitor activity within the local area and the wider FS industry and brief staff with information they can apply to enrich their customer conversations.
  • Monitor the Branch business closely so that rapid responses to ad-hoc requests on current business performance / status are always readily available.
  • Prepare and deliver accurate, weekly and monthly reports on Branch operations and results (trading, compliance, staff development etc) to the AM adhering to standard reporting formats.
  • Follow set procedures and standards for sales processes and other working practices.
  • Regularly review work processes in the Branch and encourage the Branch team to come up with ideas and suggestions for improvement.
  • Hold regular meetings with the team to establish priorities and build team confidence.
  • Manage Branch resources so that customers are dealt with efficiently and Branch administration standards are met at all times.
  • Support the Branch Network by providing cover when required.
  • Maintain responsibility for branch operational Health & Safety.
  • Plan and deliver regular communications to the team to inform and update them on business results and to reinforce performance priorities.
  • Champion the Customer Experience in the Branch and role model the behaviours and approaches that underpin and promote this.
  • Actively manage performance, conduct, turnover and attendance issues.
  • Recruit high calibre talent into the Branch team by supporting recruitment events and following standard recruitment processes.
  • Involve the IFA & Mortgage Consultant in all Branch activities and encourage them to be part of the team and share knowledge and experience.
  • Regularly check compliance with Branch footprint standards and marketing guidelines and coach Branch team to meet the defined standards.
  • Conduct minimum observations for all staff  as documented in the SD scheme.
  • Conduct minimum KPI reviews & one-to-ones for each direct report as documented in the SD Scheme.
  • Provide regular feedback and coaching to all Branch staff to encourage team working and conduct regular weekly 1 : 1 reviews with all reports.
  • Prepare and conduct structured monthly 1 : 1 coaching sessions with each Branch team member based on performance, sales results and progress on development plan.

Person Specification:

Suitable candidates will be educated to A level and have a minimum of 2 years FS industry experience and at least 12 months experience in a management role.

 

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