JOB DESCRIPTION  We are looking for an experienced individual, preferably from the online + offline domain to build and lead a multi-function team to run our client’s Hyderabad/Ahmedabad operations. As a Branch Head, you will be responsible for the profit and loss of the Chennai branch and work with operations, product, technical, and marketing teams to ensure that the branch achieves its business goals. Each Branch Head is akin to the CEO of that city, with immense control over both day-to-day operations as well as the long-term vision of the company. This includes building a successful and motivated team, driving the company culture in the branch, developing and managing relationships with clients, vendors and other business partners, defining success metrics, and monitoring the branch’s performance. You will need to understand the end-to-end service delivery process and provide the required managerial support to deliver a world-class experience to the customer.  The position is based out of Chennai.  JOB ROLE AND RESPONSIBILITIES  Branch Set up  The company culture is hard coded with learning while on ground psychology. We prefer getting the critical people on board as soon as possible so they can understand the deep rooted principles and past learnings of the company and are able to replicate it in their respective functions. Branch Head of the city is one of those critical positions – the person must get involved early in the branch set up process to understand the range of challenges and attain learnings. This set up experience augments the candidate’s capabilities to take branch challenges moving ahead head on and achieve quick growth.  Key aspects of the set up process are:  - Establish city operations with a long-term view as well as an eye for costs  - Manage the city/state regulations and modify company processes to cater to those without compromising on the business aspect  - Structure and select staff by recruiting, selecting, orienting, and training employees  - Develop personal growth opportunities  - Motivate and retain staff to perform and achieve operational excellence  Having set up and running the branch, Branch head would also play a critical role in company’s fast paced expansion to other cities in the country and abroad through knowledge transfer on best practices.  Operations  - Providing on demand cab services in the most efficient way with excellent service quality levels it the key USP of the company. Our approach to operations is highly customer centric – focusing both on customers booking with us and the drivers servicing as per our standards; which has led to our success. Branch head would lead day to day operations in the city to  - Manage customer demand by operating the customer contact team with high operating standards to achieve desired productivity metrics  - Develop attached vendors by attracting, enrolling, coaching, helping them perform to set standards, and evaluating them to benchmarked performance management system  - Balance demand and supply to achieve the branch’s conversion and repeat goals  - Achieve strategic goals by gathering pertinent business, financial, service, and operational information, identifying and evaluating trends and options, choosing a course of action, defining objectives, and evaluating outcomes  - Achieve quality service by enforcing quality and customer service standards  - Analyse and resolve quality and customer service problems  - Represent the brand to external stakeholders and reputation management  Financial  - Achieve financial objectives by forecasting requirements, preparing an annual budget. scheduling expenditures, analysing variances, and initiating corrective actions  - Ensure that commissions are collected and vendors’ accounts receivable and bad debts are within targets  Staff  As the representative of the city, BH would be representing the city’s staff to the corporate. Ideal candidate should have excellent people management skills and should be able to align the team towards the common vision. The candidate would have the responsibility to  - Plan, monitor, and appraise job results  - Capacity building and enhancement across teams as well as levels  Key Performance Indicators  You will have overall responsibility for achieving the branch’s goals that include the following.  - NPS score (Customer Satisfaction Index)  - Call-centre performance  - Supply availability  - Debt collection  - Bottom-line improvement  - Staff engagement and attrition  JOB REQUIREMENTS  - Knowledge of Tamil is a must  - Sound understanding of core business and management concepts with strong analytical skills to solve business issues  - Strong interpersonal, communication, and negotiation skills  - Graduate (MBA from Tier 1 preferred) with more than 5 years of work experience in B2C roles  - 2+ years’ experience in handling an operations oriented role, in a start up or launching own start up is a plus  - Proven ability to work in cross-functional environments including technology, marketing, business management, customer support etc.  - 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  - Ability to thrive under pressure  - Self-motivated, confident, and driven individual with a go-getter attitude  - Ability to think strategically and work closely with top management of the company  - Should have been working in Senior Managerial role with defined KRA / KPI  - Experience of managing a call centre and drivers or other blue-collar workforce is a plus  - Experience with an e-commerce start-up or offline-online business is a plus

Hyderabad

Gujarat

Branch Head - eCommerce/Hospitality 

Branch Head - eCommerce/Hospitality  ,Job Description for Branch Head - eCommerce/Hospitality  in Worksource Professional in  Hyderabad Gujarat for (5-15) years of experience. Apply Now!

Job Description for Branch Head - eCommerce/Hospitality  in Worksource Professional in  Hyderabad Gujarat for (5-15) years of experience. Apply Now!