Branch Manager/Supervisor

Position OverviewWe are seeking a proactive and customer-focused Branch Manager / Supervisor to oversee the daily operations, team performance, customer service, sales activities, and overall efficiency of a branch. The role is responsible for ensuring smooth day-to-day operations, achieving business and service targets, maintaining company standards, and delivering a consistent customer experience.The Branch Manager / Supervisor will lead and support branch employees, coordinate operational activities, monitor sales and service performance, handle customer concerns, and ensure compliance with company policies and procedures. The position requires strong leadership, organisation, communication, problem-solving, and commercial awareness, with the ability to manage multiple priorities in a fast-paced environment.Key ResponsibilitiesOversee daily branch operations and ensure all activities are carried out efficiently, accurately, and in accordance with company policies, procedures, and service standards.Lead, supervise, and support branch employees by assigning responsibilities, monitoring workloads, coordinating shifts, and ensuring adequate staffing coverage.Conduct daily briefings, communicate operational priorities, and provide guidance to employees regarding customer service, sales activities, procedures, and branch targets.Monitor individual and branch-level performance against sales, service, productivity, customer satisfaction, and operational KPIs.Drive achievement of branch sales and revenue targets through effective customer engagement, upselling, cross-selling, promotions, and follow-up activities where applicable.Build and maintain positive relationships with customers, understand their needs, and ensure professional and responsive service throughout the customer journey.Handle customer enquiries, feedback, complaints, and escalated service issues, ensuring appropriate solutions are provided while maintaining company standards.Monitor branch processes and identify operational issues, delays, service gaps, or inefficiencies, taking corrective action where required.Ensure accurate handling of cash, payments, receipts, refunds, discounts, deposits, and other financial transactions in accordance with company controls.Monitor branch expenses, operating costs, petty cash, and other relevant financial activities, supporting effective cost control and budget management.Coordinate inventory, stock, supplies, equipment, or product movements where applicable, ensuring accurate records, appropriate storage, and timely replenishment.Work closely with Head Office and departments such as Sales, Marketing, Finance, HR, Operations, Procurement, Logistics, and Customer Service to coordinate branch requirements and business activities.Support local marketing campaigns, promotions, customer engagement activities, events, and business development initiatives to increase branch visibility and customer traffic.Monitor local market conditions, customer preferences, competitor activities, and business trends, providing relevant feedback to management.Ensure the branch maintains appropriate housekeeping, presentation, merchandising, signage, facilities, and professional standards.Monitor branch security, access controls, workplace safety, emergency procedures, and incident reporting to protect employees, customers, assets, and company property.Ensure compliance with company policies, operational procedures, applicable regulations, and internal control requirements.Maintain accurate branch records, customer documentation, operational reports, attendance records, transaction records, and other required documentation.Prepare regular reports covering sales performance, operational activities, staffing, customer issues, inventory, expenses, and other relevant branch KPIs.Analyse branch performance data and identify opportunities to improve productivity, customer satisfaction, sales conversion, service quality, and operational efficiency.Participate in recruitment, employee onboarding, training, coaching, performance reviews, and development of branch staff.Provide constructive feedback and address attendance, conduct, performance, or operational issues professionally and in accordance with company procedures.Support the Branch Manager or senior management with business planning, manpower planning, budgeting, forecasting, and branch improvement initiatives.Coordinate the opening and closing of the branch, ensuring all required operational, security, cash, system, and facility procedures are completed correctly.Manage urgent operational situations, customer escalations, staff shortages, equipment issues, or other unexpected branch incidents and coordinate appropriate solutions.Maintain confidentiality of customer, employee, financial, operational, and company information.Identify opportunities to improve branch processes, introduce more efficient workflows, reduce unnecessary costs, and enhance the overall customer experience.Perform other duties and responsibilities as assigned by management.RequirementsDiploma or Bachelor's Degree in Business Administration, Management, Retail Management, Sales, Operations, Finance, Hospitality, or a related field is preferred.Proven experience in branch operations, retail, sales, customer service, business operations, financial services, hospitality, or a similar environment.Previous supervisory or management experience with the ability to lead, motivate, and develop a team.Strong understanding of daily branch operations, customer service, sales processes, and performance management.Experience working with sales targets, KPIs, budgets, operational reports, and performance metrics.Strong customer service and interpersonal skills with the ability to handle enquiries, complaints, and difficult situations professionally.Good knowledge of POS, CRM, inventory, scheduling, reporting, or other branch management systems where applicable.Strong organisational and time-management skills with the ability to manage multiple priorities.Good analytical and problem-solving skills with the ability to identify operational issues and implement practical solutions.Strong communication, leadership, coaching, and team-building abilities.Good working knowledge of Microsoft Office, particularly Excel, Word, and PowerPoint.Commercial awareness with an understanding of sales growth, customer retention, cost control, and branch profitability.High level of professionalism, accountability, integrity, and attention to detail.Ability to work independently while maintaining effective communication with Head Office and other departments.Comfortable working in a fast-paced environment and handling changing operational requirements.Willingness to work flexible schedules, weekends, public holidays, or extended hours where required by the business.