krizalis Consulting
Mumbai
JOB TITLE :BRANCH HEAD
Reporting to: COO. (Matrix reporting to other Heads)
Location: Mumbai
Job Description
We are looking for an experienced individual, preferably in the e-commerce or online-offline domain toCreate and lead a multi-function team which will provide excellent Customer booking experience and a good quality cab to customers. The Branch Manager would be responsible for P&L of the branch and work with technical, product, operations and marketing team in ensuring the branch realizes it’s potential. Other responsibilities would include building a successful and motivated team, drive thecompany culture in the branch, develop and manage relationships with clients, vendors and other business partners along with defining success metrics and monitor the performance of the branch. The individual should understand the end-to-end service delivery process and provide the required managerial support to deliver a world-class experience to the customer.
Roles and Responsibilities:
1. Branch Set up & Staffing
• Establishes city operations for the startup phase with a long term view and optimization of cost.
• Structuring and selecting staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities. Motivating and retaining staff to perform and achieve operational excellence.
2. Demand & Supply Management
• Managing customer demand by operating Customer Contact center with high operating standards to achieve productivity metrics.
• Developing attached vendors by attracting, enrolling, training, coaching, supporting to help them perform to set standards and evaluating them to benchmarkedperformance management system.
• Balancing demand and supply so as to achieve network effect & brand building.
• Achieve strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.
3. Quality & Brand
• Achieve quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
• Representing the brand to external stakeholders andreputation management.
4. Financial
• Achieve financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Revenue & commission collection, vendor accounts receivable and bad debts within targets.
5. Staff
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Contributes to team effort by accomplishing related results as needed.
Key Performance Indicators:
Branch Performance Management above 90%, which includes the following
• NPS score above 70% (Customer Satisfaction Index)
• Call Centre Performance Management System above 90%(Inbound & Outbound)
• 100% supply availability with branding and zero baddepts. (Vendor tie up surplus)
• P&L bottom line improvement every month.
• High Staff engagement and low Attrition
• Team structure and full strength to manage smooth Operations
Job Requirements/ Skills Required:
• Sound understanding of core business and management concepts with strong analytical skills to solve business issues
• Strong interpersonal, communication and negotiationskills
• Graduate with more than 10 years of work experiencein B2C roles and at least 3 years of handling
independent charge of departments or functions.
• Stable career graph and proven track record of performance in adverse situations.
• Should have, directly managed a team of 8 – 10 and indirectly above 100.
• Should have, been working in Senior Managerial rolewith defied KRA / KPI.
• Experience of Managing a Call Centre and Drivers / Blue collared work force will be an advantage.
• Experience with an e-commerce start-up or offline-online business is a plus
• Ability to thrive under pressure
• Self-motivated, confident and driven individual with a go-getter attitude
• Has ability to think strategically and work closelywith top management of the company