Branch and Service Centre Manager

1 month ago

Centurion, Gauteng, South Africa LuMac Recruitment and Consulting Full time
Job Description

LuMac Recruitment and Consulting is seeking a highly skilled and experienced Branch and Service Centre Manager to join our team. As a key member of our organization, you will be responsible for leading our branch operations, ensuring exceptional customer service, and driving business growth.

Key Responsibilities
  1. Manage the repair, delivery, and installation process through the entire life cycle of the service request, ensuring timely and efficient completion.
  2. Lead and motivate branch employees, providing coaching, counseling, and training to ensure they meet their performance goals.
  3. Maintain branch staff by recruiting, selecting, orienting, and training employees, identifying training requirements for individual staff members.
  4. Achieve branch financial objectives by assisting in preparing and achieving monthly, quarterly, and annual budgets, managing expenditures, and analyzing variances.
  5. Manage current and future customer relationships by establishing relationships with potential and existing customers and other persons with service requirements.
  6. Manage the procurement, warehousing, and availability of inventory, securing merchandise by implementing security systems and measures.
  7. Market branch services by advertising, sales promotions, and other customer initiatives, working closely with the company head office marketing and advertising department.
  8. Sell care plan products to existing and new customers through the branch channel.
  9. Protect employees and customers by providing a safe and clean working environment, electing and facilitating a branch representative.
  10. Maintain the stability and reputation of the branch by complying with legal requirements, including the consumer protection act.
  11. Contribute to team effort by accomplishing related results as required, acknowledging good work performance and continued achievement of company targets.
  12. Maintain the vehicle fleet through company inspection policies and procedures, ensuring vehicles are in good running order and regular services are adhered to.
  13. Manage all administrative functions within the branch in alignment with company policies and procedures, handling cash and petty cash.
  14. Attend regular management meetings and conference calls as required by senior management, providing feedback and reports as needed.
Key Performance Areas

As a Branch and Service Centre Manager, your performance will be measured on the 10 main KPIs associated with your branch. These may change from time to time as company requirements change, and any amendments will be communicated in writing.

The 10 KPIs and their minimum performance standards are:

  1. Achieve and/or exceed your revenue budget.
  2. Achieve profitability in your branch.
  3. Achieve an average age on open jobs of less than or equal to 5 days.
  4. Achieve an average customer satisfaction rating of 100 or a 4.5 rating% or above.
  5. Achieve an average repair rate of 100% or above (thus an RNR rate of 5% or below).
  6. Achieve an average reaction time of less than 1 hour.
  7. Achieve a sales target of 100% of allocated.
  8. Achieve a stock loss below 0.1% of total turnover.
  9. Have a capable technician team.
  10. Expense controls and profit lines as per laid out company standard for the branch.
Requirements
  1. Excellent communication skills.
  2. Ability to work under pressure and in a fast-paced environment.
  3. Customer service skills.
  4. Direct all operational aspects, including distribution operations, customer service, human resources, administration, and sales.
  5. Assess local market conditions and identify current and prospective sales opportunities.
  6. Develop forecasts, financial objectives, and business plans.
  7. Meet goals and metrics.
  8. Manage budget and allocate funds appropriately.
  9. Bring out the best of branch personnel by providing training, coaching, development, and motivation.
  10. Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.
  11. Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities, and needs.
  12. Address customer and employee satisfaction issues promptly.
  13. Adhere to high ethical standards and comply with all regulations/applicable laws.
  14. Network to improve the presence and reputation of the branch and company.
  15. Stay abreast of competing markets and provide reports on market movement and penetration.

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