Writer Corporation - Branch Manager

The Branch Manager will be responsible for driving both short-term and long-term growth strategies for the branch, ensuring that the branch achieves its Annual Operating Plan (AOP) targets.

This includes managing revenue, profitability, cash flow, quality, and compliance, while maintaining operational efficiency and client satisfaction.

Key Responsibilities:

Business Planning & Sales:

- Drive sales in the branch through B2B and B2C segments across all service lines.

- Ensure a consistent pipeline of leads through effective lead generation strategies and closely monitor lead conversion.

- Provide inputs and respond to sales proposals and Requests for Information (RFIs/RFPs).

Client Development & Account Management:

- Build and sustain long-term relationships with key clients to drive repeat business.

- Develop a strong customer base across the Writer portfolio to increase market share.

- Manage customer escalations in accordance with the company's escalation matrix.

- Drive response rates and improve customer satisfaction scores (Get 5 scores), ensuring proactive actions are taken to maintain client loyalty.

Market Intelligence & Strategy Development:

- Provide inputs to the Country Head to develop the branch's AOP targets.

- Assist in creating detailed plans to achieve the branch's market share and sales targets.

- Cross-sell all products offered by Writer Relocations and provide strategic inputs on pricing and competition.

Cash-Flow Management:

- Manage the branch's cash flow by ensuring local collections meet set Days Sales Outstanding (DSO) targets.

- Ensure timely billing in accordance with established Turnaround Times (TATs).

- Review and present the branch budget for approval, ensuring sustainable working capital and optimal use of funds.

- Track, analyze, and report branch performance metrics regularly, providing updates during branch reviews.

Operational Oversight:

- Develop a peak season operations plan, including infrastructure and manpower capacity building.

- Ensure the seamless execution of daily operations, aligning with strategic and operational plans.

- Conduct regular branch reviews, ensuring compliance and exceeding customer expectations.

- Monitor operational costs, keeping them within budget and improving efficiency.

- Prepare and track a business dashboard for key performance indicators (KPIs), ensuring audit compliance and high CEI (Customer Experience Index) scores.

Team Management:

- Recruit, develop, and retain a high-performing operations team.

- Set goals, evaluate performance, and provide regular training for the team to ensure optimal performance.

- Provide direction and motivation to the team, fostering a culture of continuous learning and development.

- Create and implement a branch-specific training plan to achieve growth targets.

Qualifications:

Education: Postgraduate degree or MBA, with added certifications in Moving Services preferred.

Experience:

- 12 to 15 years of relevant experience in the relocations industry or a relationship-based service industry such as logistics or hospitality.

- Proven track record in managing a profit center and a multi-functional team for at least 5 years, with P&L accountability in operation.