| Detail | For this role |
|---|---|
| Department | Operations |
| Level | Manager |
| Reports to | Regional Operations Manager |
| Direct reports | Operations Executive, Sales Executive, Back Office Executive, Office Assistant |
| Experience | 6 to 10 years in sales or operations, with 2 years supervising a team or running a branch counter |
Branch Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Branch Manager
Department: Operations
Reports to: Regional Operations Manager
Location: [City], [office, branch or site]
About the role
A Branch Manager runs one branch of a multi-location company, such as a logistics, distribution, finance, education or service business, and answers for its business, customers, staff and compliance. The role meets branch targets for sales or service volume, controls branch costs and cash, and keeps the local team working to company standards. A good branch manager grows the branch without surprises for the regional office.
Key responsibilities
- Achieve the branch's monthly targets for sales, bookings, collections or service volume as set by the regional office.
- Plan daily work for branch staff, review pending cases every morning and clear bottlenecks before customers chase.
- Handle walk-in and escalated customers, resolve complaints within branch authority and log the rest to the regional office.
- Control branch expenses such as rent, utilities, local conveyance and petty cash, and submit branch accounts on time.
- Supervise cash handling and daily deposits where the branch collects payments, and reconcile collections with the system.
- Keep the branch's Shops and Establishments registration, licences, statutory displays and insurance valid and ready for inspection.
- Recruit branch staff with HR, induct them and review their performance every month.
- Build relationships with local customers, channel partners and vendors to grow business from the branch's catchment area.
- Follow the company audit checklist and close internal audit points within the given time.
- Send weekly reports to the regional manager on business, collections, staffing and local competition.
Requirements
- Graduate in commerce, business or any discipline
- MBA in marketing or operations is an advantage
- Fluency in the local language of the branch location
- 6 to 10 years in sales or operations, with 2 years supervising a team or running a branch counter
KRAs and KPIs for a Branch Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Branch business | Monthly branch target for sales or volume achieved at 100 percent or more |
| Collections | Branch dues older than 60 days kept under the limit set by finance |
| Customer service | Customer complaints resolved within 48 hours, with repeat complaints falling |
| Branch cost | Branch expenses within the monthly budget and petty cash reconciled every week |
| Audit and compliance | Internal audit score of 90 percent or more with no critical observation |
| Team stability | Branch staff attrition below the regional average |
Skills and tools
Tools used day to day: Company ERP or branch software, MS Excel, Tally or similar software for petty cash, CRM or lead management system, Net banking for deposits.
Reporting line and career path
Next roles: Regional Operations Manager, Operations Manager
Interview questions for a Branch Manager
- Your branch is at 60 percent of target on the 20th. What do you do in the last ten days?
- A customer walks in angry about a problem that head office caused. How do you handle it?
- How do you check that daily cash collected matches what is deposited in the bank?
- What licences and displays would you check in your first week at a new branch?
- Tell me about a branch employee you had to let go. How did you handle it?
- How would you find new business in a small town where the brand is not known?
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What are the duties of a branch manager?
A branch manager runs a single branch as a small business. Duties include meeting sales or volume targets, managing branch staff, handling customer complaints, controlling cash, collections and expenses, keeping licences and registrations valid, closing audit points and reporting to the regional office every week.
Who does a branch manager report to?
A branch manager usually reports to a regional operations manager or regional business head. In companies with few branches, the branch manager may report directly to the head of operations or even a director. Branch staff such as executives, sales staff and office assistants report to the branch manager.
What qualifications are needed to become a branch manager?
Most companies ask for a graduate degree and six to ten years of experience in sales, service or operations, including some supervision. An MBA helps for larger branches. Knowledge of the local language and market matters as much as the degree, because the branch manager represents the company in that town or city.