Scm Assistant Branch Manager

2 weeks ago

Ho Chi Minh City, Vietnam British Council Full time

SCM Assistant Branch Manager

**Date**:24 Apr 2024

**Location**: Ho Chi Minh City, East Asia, VN

**Company**:British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

**Role Purpose**:

- To ensure the Sales and Customer Management (SCM) team of the Branch meets and exceeds the sales and service targets and Key Performance Indicators (KPIs) set by the British Council.
- To oversee the daily operations of the Branch.
- To motivate the SCM team and to foster good team spirit, delivering a high quality, efficient and integrated customer service experience. To work closely with the Branch Manager and the Country Head of Sales and Customer Management to ensure the branch maintains best practice and standards.

**Main accountabilities but not limited to the following**:
**Sales Management**

To assist the Branch Manager to build lead and motivate the Branch team to achieve and exceed new sales targets and KPIs as set out by the British Council.
- Via Telephone: Answer all telephone sales enquiries professionally with the purpose of generating excitement and interest in our products and driving the customers to visit the centre for a face-to-face consultation.
- Via face-to-face consultation: Provide face-to-face consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suit them.
- Provide participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads for the centre.
- Follow-up with sales enquiries to meet individual target and centre’s target.

**Customer Management**
- To support the Branch Manager to ensure the SCM team delivers an excellent customer experience to both new and existing customers.
- Provide an exceptional level of customer service to all existing customers to ensure that all their needs and requests are taken care of.
- Handle all 1st and 2nd level complaints/feedbacks
- Follow up with existing students on incidents e.g. absent/movement and cancellation or failing students
- Arrange and support meetings with teachers and translation
- Be the first point of contact at Front of House (FOH) for credit or refund request.

**Branch Operations**

**_Supervise Front of House Finance_**
- Supervise payment process at the Front of House (FOH)
- Support Cashier Team Leader in staff recruitment
- Ensure Cashier team staff are competent in Customer Service

**_Maximise branch operation efficiencies_**

Work with Branch Manager or act as Branch Manager in his/her absence:

- To ensure that the branch is adequately staffed, trained and motivated to deliver first-class front-line services to customers on the full range of British Council's (BC) services and activities, in a professional, friendly and proactive manner for 7-day operation
- Work closely with Academic Managers on class fill and teacher utilization to ensure operation efficiencies
- Develop and implement branch specific operation policies and processes to effectively improve productivity
- Contribute to Induction programmes for new staff
- To manage the facilities and the overall upkeep / maintenance of the Branch
- To liaise with the building management of the Branch to ensure proper daily branch operations.

**_Reporting_**
- To provide accurate and timely reports on team performance, new sales and re-registration to the Senior Management periodically and when required

**Other Responsibilities and main duties**
- The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.
- Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
- Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation
- Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to mana

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