Role profile :
Role title : Branch Head
Function: General Management
Reports to : Zonal Head
Role purpose :
- Directing branch operations (including associated branch) to grow customer and revenue market share
- Responsible for managing gross and net adds/total revenue through market and distribution planning, channel management, customer service delivery and brand initiative implementation
- Ensuring smooth operations while identifying opportunities for cost control on an ongoing basis
Key accountabilities and decision ownership:
Sales:
- Deliver overall Customer Market Share (CMS) target for the zone
- Achieve targeted net adds for all products (voice - prepaid/postpaid, data, VAS etc) across all sales channels (Distribution, Retail, Direct, Enterprise, SME) in the zone
- Achieve channel infrastructure enhancement targets (recharge outlets, activation outlets, town reach, no. of stores, VMS, ADVMS etc)
- M - pesa - Deliver prevailing specifics as directed in line with the evolution stage of the business
Revenue:
- Deliver overall Revenue Market Share (RMS) target for the zone - Achieve zonal revenue target - across all products and channels
Budgetary Control:
- Achieve savings on allocated SAC (controllable components), Personnel and G&A budgets at the zonal level
Customer Service:
- Manage overall customer satisfaction and revenue churn targets across different customer segments
Marketing:
- Ensure higher visibility by executing communication and branding activities, in coordination with the circle team
Collection:
- Collections KPI as per circle requirement
- Collection infrastructure/ reach enhancement
Network:
- Guide zonal network resources and coordinate with circle teams as well as outsourced network agencies to provide inputs on O&M issues
- Coordinate with the network and sales team to improve utilization of LUS
People:
- Manage changes in business, organization, people to ensure continuity and smooth operations
- Coaching, mentoring and retention of on-roll team members
- Management of off-roll employees and agencies (in CS, C&C, Sales)
HSW & Diversity :
- Take specific & demonstrable measures to drive the agendas in the team
Core competencies, knowledge and experience:
Critical Success Factors :
- Building Team Commitment
- Strategic Thinking
- Leads Decision Making & Delivering Results
- Analytical Thinking
Threshold Functional Competencies :
- Sales Planning and Forecasting
- Negotiation
- Actionable Insights
- Solving Problems
Differentiating Functional Competencies :
- Customer Relation
- Service Quality and Planning
- Solution Selling
- In-Market Execution
Experience :
- 8-10 years of experience
- Experience in Sales & Distribution is a must
- Team Management experience
Must have technical / professional qualifications:
- Essential : Graduation
- Desired : full time post graduation in business management/MBA
Budget owned :
Financial Dimensions :
- Ownership of revenue and sales targets at the zone
- Manage SAC (controllable components), Personnel and G&A budgets
Non - Financial Dimensions :
- Monthly reviews and plans of all functions
- Team conflict resolution
- Regular updates to the S&M at the circle
Key performance indicators :
- Achievement of key financial targets (Revenue, Cost)
- Execution of zonal level strategies and plans
- Ensure complete alignment of all functions to stated business objectives
- Grooming, development and retention of team members
Direct reports: Total Team Size: 10-20
- Sales RM
Dotted reports:
- Zonal Network Lead
- Zonal Collection Lead
Store Managers
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