Branch Manager

About the role

iProMax is seeking a dynamic, responsible and result-oriented Branch Manager to lead our gadget service center operations. The Branch Manager will be responsible for managing daily branch activities, supervising employees, ensuring efficient repair service delivery, driving revenue growth and maintaining excellent customer satisfaction. The ideal candidate should possess strong leadership, operational management, customer relationship management and problem-solving skills.

Responsibilities

• Branch Operations
• Manage end-to-end daily operations of the service center.
• Ensure smooth coordination between front desk
• service coordinators
• engineers
• inventory and accounts teams.
• Monitor repair job cards
• pending devices and committed delivery dates.
• Ensure timely diagnosis
• customer approval
• repair completion and device delivery.
• Maintain operational discipline
• documentation and company service standards.
• Team Management
• Supervise branch employees and monitor individual performance.
• Allocate responsibilities and review daily productivity.
• Conduct team meetings and monitor pending work.
• Manage employee attendance
• discipline and work schedules.
• Train
• motivate and guide employees to improve performance.
• Revenue & Business Development
• Achieve monthly branch revenue and profitability targets.
• Monitor service conversion rates
• repair revenue and operational expenses.
• Identify opportunities to increase service sales and customer retention.
• Implement business development initiatives and local marketing activities.
• Monitor customer enquiries and lead conversions.
• Customer Relationship Management
• Ensure excellent customer service and professional communication.
• Handle escalated customer complaints and service disputes.
• Monitor customer feedback and satisfaction ratings.
• Ensure transparent communication regarding repair charges and timelines.
• Improve customer retention and repeat business.
• Inventory & Financial Control
• Monitor spare-part availability
• stock usage and inventory accuracy.
• Coordinate procurement and stock requirements.
• Verify billing
• collections
• outstanding payments and daily closing reports.
• Minimize unnecessary expenses
• stock losses and operational wastage.
• Ensure compliance with company financial procedures.
• Reporting & Performance Monitoring
• Prepare daily
• weekly and monthly branch performance reports.
• Monitor engineer productivity
• repair turnaround time and overdue jobs.
• Review pending service jobs
• warranty returns and customer complaints.
• Track revenue
• expenses and profitability.
• Report operational issues and improvement opportunities to management.

Required skills