Branch Manager

Position Overview:

The Branch Manager will lead and manage the branch operations. This role encompasses a range of key responsibilities in sales, customer service, team leadership, operations, financial management, quality assurance, and administrative tasks. The ideal candidate will be driven, results-oriented, and possess excellent leadership and communication skills.

Key Responsibilities:

1. Sales and Business Development

• Identify and pursue new business opportunities to expand the client base.
• Build and maintain strong relationships with key clients and potential customers.
• Negotiate contracts and pricing to maximize profitability while meeting customer needs. 

2. Customer Service and Relationship Management

• Ensure the highest levels of customer satisfaction.
• Address escalated customer complaints promptly and effectively.
• Build and nurture strong, long-term relationships with clients. 

3. Team Leadership and Management

• Recruit, hire, and train staff to ensure a high-performing team.
• Motivate, mentor, and guide the team to achieve their individual and collective performance goals.
• Conduct performance reviews, provide feedback, and implement action plans for development.

4. Operational Management

• Oversee the daily operations of the branch, including scheduling, service delivery, and inventory management.
•  Ensure compliance with industry standards, licensing requirements, safety regulations, and best practices.

5. Financial Management

•  Manage the branch's budget and resources to ensure cost-effective operations.
•  Monitor and control operational expenses to stay within budget.
•  Ensure timely and accurate collection of payments from clients.

6. Quality Control and Assurance

• Implement and maintain robust quality control procedures to ensure services meet the highest standards.
• Conduct regular quality assessments and work with the operations team to address any quality related issues.

7. Administrative Tasks

• Oversee and manage administrative tasks, including HR, payroll, and record keeping. 

Key Performance Indicators (KPI's):

Sales and Business Development

• New Customer Acquisition Rate: Track the number of new customers acquired each month/quarter.
• Sales Conversion Rate: Measure the percentage of leads converted into paying customers.
• Revenue Growth: Monitor year-over-year revenue growth for the branch. 

Customer Service and Relationship Management

• Customer Satisfaction Score: Measure average customer satisfaction through surveys.
• Customer Retention Rate: Track the percentage of existing customers who continue their service.
• Complaint Resolution Time: Track the average time taken to resolve customer complaints.
• Customer Lifetime Value: Estimate the total revenue generated from a single customer over the course of their relationship with the company (annually). 

Team Leadership and Management

• Employee Turnover Rate: Monitor the percentage of employees who leave the branch within a specific time frame.
• Team Morale: Measure team morale through employee surveys and observations.
• Employee Training Completion Rate: Track the percentage of employees who complete required training programs.

Financial Management

• Budget Variance: Measure the difference between actual and budgeted expenses.
• Days Sales Outstanding (DSO): Monitor the average number of days it takes to collect payments from customers.

Quality Control and Assurance

• Customer Recalls: Track the number of customer recalls due to service issues.

Education and/or Work Experience Requirements: 

• Bachelor's Degree within either field:

- Business Management

- Environmental Science

- Pest Management or related fields (e.g., Entomology, Horticulture)

- Marketing or Sales 

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
• Computer proficiency (MS Office – Word, Excel and Outlook etc.) • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude andproviding exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• PCA License (Current) – Pest Control Applicator is an asset.
•  Valid Driver's License (General).

Additional Skills and Qualities:

• Ability to maintain punctual attendance.
• Strong leadership, problem-solving, and organizational skills
• Excellent communication skills (both internal and external)
• Knowledge of regulations governing pest control practices
• Financial acumen to manage budgets and report on branch performance
• Ability to stay updated on industry trends and new pest control methods
• Ability to safely and successfully perform the essential job function consistent with PCA (Pesticides Control Authority) and ORKIN International standards, including meeting qualitative and/or quantitative productivity standards.
• Must be able to talk, listen and speak clearly on the telephone.

 

We thank all respondents for their interest, however, only shortlisted candidates will be contacted.