Head of Branch Operations

Job Summary


The Head of Branch Operations will oversee and manage the day-to-day activities of all physical branches, ensuring that operational standards are met and that we provide excellent customer service. The role involves strategic planning, resource management, process optimization, and leading cross-functional teams to drive business growth and operational excellence across the branch network. A key part of the role will be driving sales performance at the branches, ensuring that sales targets are met while maintaining high operational standards.


Key Responsibilities

Branch Network Development


Lead the strategic planning and execution of the expansion of Fairmoney’s branch network, identifying key locations for growth and ensuring smooth launch and integration.
Manage the operational setup and ongoing optimization of each branch, ensuring they meet both sales and operational goals.


Sales Leadership


Develop and implement sales strategies for the branches to achieve company targets, ensuring each branch meets its sales goals and contributes to overall growth.
Oversee the development of branch-specific sales initiatives and campaigns to attract new customers, retain existing ones, and increase market penetration.
Monitor and analyze branch sales performance, identify opportunities for improvement, and implement actions to drive sales growth across the network.
Foster a sales-driven culture within the branch network, motivating staff to consistently meet or exceed sales targets while ensuring excellent customer service.


Operational Excellence


Oversee the day-to-day operations of all branches, ensuring smooth and efficient operations and delivering high-quality service to customers
Develop and implement efficient operational processes to maximize productivity and reduce costs across the branch network.
Monitor and report on branch performance, focusing on key metrics such as customer satisfaction, sales conversion rates, and cost efficiency.
Ensure that all branches comply with regulatory standards and Fairmoney’s internal policies and procedures.


Team Leadership and Development


Lead and mentor branch managers and their teams, helping them improve performance and grow professionally.
Establish a culture of continuous learning and high performance within the branches.
Develop and manage recruitment, training, and retention strategies to build a strong and effective branch team.


Cross Functional Collaboration


Work closely with other departments (e.g., marketing, finance, compliance, IT) to align branch operations with overall company goals.
Ensure seamless integration between branch operations and Fairmoney’s digital services, optimizing both channels to deliver an exceptional customer experience.


Requirements


Bachelor's degree in Business Administration, Finance, or a related field. A Master’s degree is a plus.
Minimum of 7+ years of experience in operations and sales management, with at least 3 years in a leadership role overseeing branch or retail operations.
Strong experience in fintech, banking, or financial services operations is preferred.
Proven track record of driving sales growth and achieving sales targets across multiple locations.
Excellent leadership and people management skills, with the ability to inspire and motivate teams to achieve operational and sales goals.
Strong strategic, analytical, and problem-solving abilities, with a focus on data-driven decision-making.
Ability to balance operational efficiency with a strong focus on sales and customer service.
In-depth understanding of branch management, financial operations, customer service standards, and regulatory requirements.
Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Strong proficiency in MS Office, with knowledge of CRM, ERP, and other operational software tools.