Branch Manager at Finchglow Holdings

Job Purpose

• The Branch Manager will assign and direct all work performed in the branch and to supervise all areas of the business operation. You will manage the resources within the branch and lead the staff, foster a positive environment and ensure customer satisfaction and proper branch operation.
• The branch will have a hands-on approach and will be committed to the expansion and success of the business by implementing strategies that increase productivity and enable sales and income targets achievement.

Key Responsibilities
Team Leadership:

• Recruit, train, and manage a team of travel consultants, sales and support staff within the branch.
• Set performance expectations and provide regular feedback to ensure the team meets sales and customer service goals.
• Foster a positive and collaborative work environment.
• Encouraging and implementing innovative ideas from team members
• Introduction of new processes, technologies, or approaches to enhance efficiency
• Continuous improvement in team performance and operational processes

Sales and Business Development:

• Develop and implement sales strategies to achieve sales targets and maximize profitability.
• Identify and capitalize on opportunities for business growth, including partnerships and new markets.
• Monitor market trends and competitor activities to adapt the agency's offerings accordingly.
• Ensure overall profitability of the branch is achieved by maximizing all sales to the fullest potential.
• Promote cross selling and upsell opportunities to enhance customer value.

Customer Service & Experience:

• Ensure exceptional customer service by assisting with complex customer inquiries and complaints.
• Maintain a high standard of professionalism, courtesy, and efficiency when dealing with clients.
• To treat all employees, customers and suppliers with dignity and respect

Operational Management:

• Oversee the day-to-day operations of the branch, including booking arrangements, reservations, and travel logistics.
• Manage inventory of promotional materials, travel brochures, and related resources.
• Ensure compliance with industry regulations, policies, and standards.
• Ensure the effective day-to-day operation of the branch in sales, operations, and finance.
• Adhere to Inventories Management & Ticketing Right policies.

Financial Management:

• Monitor branch financial performance, budgets, and expenses to achieve profitability targets.
• Analyze financial reports and implement cost-effective measures to improve branch performance.
• Achieve 100% recovery of sales based on the credit policies, maintain zero bad debt, constantly work with the clients’ risk mapping and eliminate agency debit memos (ADMs).

Staff Development:

• Provide ongoing training, coaching, and development opportunities to enhance team members' skills and travel product knowledge.
• Conduct performance evaluations and address any performance-related issues.
• Uphold the culture of Finchglow Travels within the branch team – Finchglow Way

Marketing and Promotion:

• Collaborate with the marketing team to execute local marketing initiatives and promotional campaigns.
• Utilize various marketing channels to increase brand awareness and attract new customers.
• Attending managers’ meetings, conferences and promotional events as required

Technology Integration:

• Leverage CRM systems and travel technology tools to enhance customer interactions, manage leads, and streamline operations.

Qualifications & Certifications

• Minimum of B.Sc. in Business Administration or related field.

Experience:

• 3 - 5 years of relevant work experience.

Skills & Knowledge:

• Proven branch management experience, as a Branch Manager or similar role
• Bachelor's degree in travel and tourism, business administration, or a related field
• 5+ years of experience in the travel industry, with at least 3 years in a management role
• Strong sales and customer service skills
• Excellent leadership and interpersonal skills
• Proficient in Microsoft Office Suite
• Knowledge of travel industry regulations and procedures
• Sufficient knowledge of modern management techniques and best practices
• Ability to meet sales and income targets and process development management goals
• Familiarity with industry’s rules and regulations
• Inorder to maximize job satisfaction and performance
• Competent IT Skills
• Leadership and human resources management skills.