Position Description
The Branch Manager is responsible for the leadership of Santa Fe's Taiwan businesses in line with the Group's Strategic, Business and Budget plans. The Branch Manager should be proactively engaged with customers, team members and business partners to ensure the company grows and develops to its full potential.
Duties and Responsibilities
- Meet and exceed revenue and contribution targets set out in the forecast.
- Ensure staff is well motivated, fully trained and well aware of the company's objectives relating to their respective job area.
- Ensure the team including Business Development, Moving, Relocation utilizes and updates our systems.
- Actively participate in business development activities in Taiwan including identifying/qualifying prospective clients, scheduling appointments, visiting prospective clients and supporting other team members throughout the sales process.
- Key client relationships hold regular F2F meetings, QBRs, calls. Ensure that our customers are serviced with focus on consistency and compliance whether to customer policies, legal compliance, data security or privacy.
- Participate in networking activities with various chambers of commerce and appropriate social groups.
- Perform pre-move surveys from time to time using Santa Fe's survey pad application.
- Ensure ISO operating manuals are updated and changed when required and Maintain ISO/FAIM accreditation
- Drive constant short- and long-term improvements across any underperforming segment, process team, department
- Strict cost control
- Explore and develop promotional and advertising opportunities in line with the approved forecast, i.e. budget.
- Responsible for the day-to-day management of the moving and relocation teams CSR, Moving Services Consultants, Relocation Consultants
- Handle/Distribute the work of team members on leave
- Vendor management moving, relocation
- Meeting regularly with your team members including, but not limited to the following:
-Moving Team weekly pre-move survey, opportunity generation follow up (e.g. close monitoring of the closing ratio, lead conversion, etc.)
-Relocation Team weekly team meeting to discuss operations, activity, etc.
- Signing/approving quotes and invoices
- Shipment Protection claim assistance if/when required
- Manage all aspects of pricing, including RFP pricing, agent quotes, local quotes, agent tariff
- Supervise surveyor to ensure maximization of local bookings
- Assess performance of each staff together with General Manager
- Verify and approve/reject vendor invoices for payment
- Prepare and send weekly reports to General Manager
- Provide operational advice to staff if/when required
- Assist with revenue forecasting
- Assist in the hiring process of new staff if/when required
- Work with management to spot pricing trends, market trends, and operational trends and implement any changes necessary to ensure continued market growth and maintain margins
- Assist with obtaining payment from clients /agents in line with Santa Fe's payment/credit policies
- Provide sales support to BDM if/when required
- Attend weekly business review meeting with BDM and surveyor
- Act as the local HR Business Partner
- Be actively involved in supporting our organizations sales efforts.
- Provide support to / supervision of the moving team to handle Import, Export, Local, Third Country moves and storage jobs
- Follow up quotations on behalf of surveyor if/when required
- Answer questions related to moving / relocation process from account/clients/agents
- Site visit if/when required
- Drive improvement in processes, customer experience and satisfaction (CSAT)
- Verifying and system approval of invoices in RA system
- Be prepared to perform overtime during evening hours and on weekends, if/when required
- Maintain ISO/FAIM accreditation
Financial Management
- Ensure timely and accurate invoicing on a daily basis in collaboration with the CSR, Moving Services Consultant, Relocation Consultant, SSC team.
- Ensure that the Company Credit Policy is followed.
- Ensure profitability of moving / relocation jobs whilst providing exceptional client service.
- Support the management on client financial matters including forecasting for budget purposes, monthly forecasts, etc.
Maintain Competitor Information
Assist BDM in establishing and maintaining a current competitor file consisting of their strengths, weaknesses, current account base, and marketing and sales information whenever possible; be able to adequately describe Santa Fe Relocation's competitive advantage.
Communication
- Ensure that all facsimiles, phone calls and e-mails are responded to promptly and no later than within 24 hours
- Weekly meetings with management to discuss the moving and relocation departments performance, operation, etc.
- Ensure that all escalation matters are brought to the attention of the relevant parties at Santa Fe
Qualifications
- Experience in Moving, Relocation, Logistics and managing small teams
- College degree and above
- Excellent interpersonal & communication skills
- Strong attention to detail and follow up
- Ability to communicate knowledgeably on areas of expertise, building strong relationships with both current and potential clients
- A strong commitment to continuous improvement through gradual enhancement, change and transformation as best suits the particular area of involvement
- User-level with Customer Relationship Management systems/tools as well as MS Office Excel, Word and PowerPoint
- Tenacity and persistence coupled with a flexible attitude to managing for results
- Ability and willingness to recognize and acknowledge error in oneself and others and initiate mitigation, reparation and the open practice of lessons learned
