Branch Manager

The main accountabilities are to manage and control risk within acceptable levels, ensure financial exposure is kept at acceptable levels, the achievement of sales targets, manage stock, staff, company compliance within the store, health and safety protocols, training programs, ensure customer satisfaction and manage the reporting tools.

**KEY PERFORMANCE AREAS**

**1. SALES AND CUSTOMER SERVICE**
- Drive sales daily to ensure that individual and store targets are met;
- Track performance of the various store functions and ensure achievement of targets;
- Achieve sales targets as indicated by management
- Monitor and support delivery of sales strategy implementation;
- Ensure professionalism of service/sales delivery through the store;
- Motivate staff members to achieve store and individual targets;
- Maintain and ensure optimum customer service and relationships;
- Ensure that sales processes are being followed by your teams;
- Processing customer requests and assisting agents where needed;
- Manage feedback complaints
- Manage store escalations in liaison with the Branch Manager
- Drive initiatives in store to improve overall customer service

**2. STORE OPERATIONS**
- Manages day to day store operations;
- Manage and control all cash in store;
- Managing and tracking store escalations;
- Ensure that cleaning procedures are conducted as per health and safety guidelines;
- Ensure that all required daily/monthly checklists are completed
- Ensure that staff are compliant daily with Telkom uniform and required PPE;
- Ensure that staff/customer complement in store are within the COVID-19 guidelines;
- Ensure that all staff have their required employee permit;
- Ensure that daily ERS procedures are followed and sanitized by staff after use;
- Handling all ERS enforcers as and when received;
- Ensure that monthly rosters are uploaded on ERS before the start of each month;
- Submit signed monthly ERS timesheets to HR by the first week of the new month;
- Assisting staff and management with investigating and resolving disputes when necessary;
- Manage store open orders (mobile, pending, stuck and general)
- Ensure that all systems are operational and that procedures are followed;
- Ensure BVS and V-DOC’s compliance within the store and ensure that

discrepancies get resolved;
- Ensure that all agents understand and follow credit vetting policies;
- Ensure that banking procedures are followed and that deadlines are met;
- Ensure that daily scrums are conducted covering customer service, health and

safety protocols, store targets, sales/product training, policy training, fraud

prevention training and other aspects of store performance and compliance.

**3. HEALTH AND SAFETY**
- Manage and ensure compliance with COVID-19 protocols and OHS acts as indicated by the organization and government;
- Complete daily health and safety checklists /employee screening to ensure staff wellness and trade readiness;
- Conduct risk assessments to manage various health and safety risks as indicated by the organization and government as per OHS regulations.
- Identify potential hazards and major incidents which could lead to occupational injury / disease, in conjunction with employees and compliance officers.
- Report all discrepancies which could lead to health and safety non-compliance immediately;
- Ensure that staff and customers are following all health and safety protocols;
- Maintain and enforce social distancing as per COVID-19 protocols;
- Maintain and enforce sanitizing protocols as per government regulations;
- Ensure health and Safety compliance in the store in relation to OHS act;
- Keep up to date with the latest health and safety legislative requirements

**4. TRAINING**
- Create a training culture with regards to Telkom products, customer service and various policies and procedures;
- Ensure that all agents are compliant with regards to the Telkom curriculum training/assessments (CFL, WEB-X sessions, Feathercom trainings etc.)
- Ensure that staff are trained on COVID-19 policies and procedures;
- Assist the Training Manager with up-skilling staff on the Future Leaders Program;
- Assist the Training Manager with up-skilling staff on the Internship Program (See ILP);
- Identify training gaps and implement the necessary training program in order to close the gaps; (see Training Form template)
- Conduct and assist with system related advice / trainings for staff
- Training staff on various Telkom policies and procedures, including but not limited to, products, systems, health & safety and managing escalations;
- Coaching and mentoring staff to ensure continuous development;
- Manage the nesting period along with your Assistant Managers for new agents;
- Assist new agents with regards to in-store integration;
- Documenting in-store training sessions, briefings, performance reviews, one-on
- ones, and counselling sessions with staff;
**5. HR AND REPORTING**
- Recognize, investigate, and resolve all staffing issues and