Senior Executive - Branch Operations

Job Overview:The Senior Executive - Branch Operations is responsible for managing and supporting the daily operations of the branch, ensuring smooth and efficient functioning of all processes and systems. This role involves overseeing administrative tasks, ensuring compliance with operational procedures, managing customer service operations, and driving operational excellence. The Senior Executive will work closely with the branch management team to improve operational processes and enhance customer experience at the branch level.

Key Responsibilities:Branch Operations Management:Oversee and manage daily branch operations, ensuring all activities are carried out in an efficient and timely manner.Monitor branch performance against operational targets and ensure that key performance indicators (KPIs) are consistently met.Ensure that operational procedures are followed, with a strong focus on minimizing errors and enhancing productivity.Maintain an organized and clean branch environment, adhering to company standards and policies.Customer Service Excellence:Ensure high standards of customer service are maintained by managing the customer-facing staff and overseeing customer interactions.Address and resolve customer queries, complaints, and escalations promptly to ensure customer satisfaction.Provide support to staff in handling difficult or complex customer situations, ensuring they are equipped with the knowledge and resources to manage customer expectations.Compliance and Risk Management:Ensure adherence to all relevant company policies, industry regulations, and legal requirements to mitigate operational and compliance risks.Conduct regular audits of operational activities to ensure adherence to internal controls and compliance standards.Assist in managing risk and fraud prevention measures, ensuring that the branch operates within the companys security policies.Staff Supervision and Training:Assist in managing the performance of branch staff, providing guidance and support to ensure that staff are performing at optimal levels.Coordinate and facilitate training programs for branch staff, ensuring they are up-to-date with operational procedures, product knowledge, and customer service standards.Monitor and evaluate team performance, providing feedback and coaching to improve overall operational effectiveness.Process Improvement and Efficiency:Identify areas for process improvement within branch operations and implement measures to streamline workflows, reduce inefficiencies, and increase productivity.Collaborate with branch management to evaluate operational challenges and suggest solutions to enhance overall branch performance.Implement and oversee new initiatives or processes designed to improve service delivery, customer satisfaction, and operational efficiency.Inventory and Resource Management:Oversee the management of branch resources, including inventory, office supplies, and equipment, ensuring adequate stock levels and minimizing wastage.Maintain and update records related to branch assets, ensuring proper tracking and accountability.Coordinate with vendors and suppliers to ensure timely procurement of necessary materials and services for branch operations.Reporting and Documentation:Prepare and maintain accurate records of branch activities, including reports on performance, sales, and operational efficiency.Submit regular operational reports to the Branch Manager or Operations Manager, highlighting key metrics and areas for improvement.Assist in compiling reports related to branch operations, including daily, weekly, and monthly summaries of branch activities.Coordination with Other Departments:Work closely with other departments, such as sales, finance, and HR, to ensure effective collaboration and alignment of operational goals.Support other branch functions, such as sales and marketing, in achieving overall organizational targets.Participate in meetings with branch management and cross-functional teams to discuss operational challenges and progress.

Qualifications and Skills:Education:Bachelors degree in Business Administration, Operations Management, or a related field.Additional certifications in operations or management are a plus.Experience:Minimum 2-4 years of experience in branch operations, customer service, or a related role, preferably in a supervisory or leadership capacity.Prior experience in managing daily operations, staff supervision, and process improvement initiatives is highly preferred.Skills:Strong understanding of branch operations, customer service, and compliance regulations.Excellent leadership, team management, and interpersonal communication skills.Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and operations management software/tools.Strong problem-solving skills and a customer-oriented approach.Personal Attributes:Detail-oriented with a focus on accuracy and operational efficiency.Strong organizational skills and the ability to manage time effectively.High levels of initiative, responsibility, and accountability.Customer-centric , with a passion for providing excellent service and resolving issues quickly.Proactive, with a strong sense of ownership and the ability to work independently or as part of a team.Working Conditions:Full-time position with standard office hours.Occasional overtime may be required depending on branch needs and operational demands.Office-based with occasional fieldwork to oversee branch activities.