Branch Operations Manager
Axelerom International
مجموع سنوات الخبرة :15 years, 4 أشهر
Create and maintain an effective branch organization chart, which is
designed for flexibility and growth.
• Prepare, execute, monitor and update at regular intervals the business
plan of the branch.
• Monitor and improve key departmental productivity indicators.
• Instil and foster internal policies and procedures such as Operational
Process Standards (OPS) and external government regulations or
customer policies/requirements.
• Assist the management team to map and understand their department
process flow, constantly looking for areas of improved efficiency to
offer customer better cycle times and service while controlling costs.
• Ensure all customer standard operating procedures are documented
and kept up to date in the Desk Level Standard Operating Procedures
database by the management team.
• When needed assist managers in building and maintaining strong
relationships with vendors (airlines, trucking companies, and others)
• Evaluate vendors at defined intervals per company policy, focusing on
areas of improvement with corrective action plans where needed.
• Prepare the annual branch budget
• Review monthly the branch and department financial P&L,
productivity results and goals.
• Review, understand and focus on improving branch cost control.
• Assist weekly Accounts Receivable meetings and proactively work to
maintain accounts payment within 30 days.
• Actively develop business for the branch through active involvement
in sales and retention process and close coordination with sales
department.
• Attend the weekly branch sales meeting and facilitate the involvement
of all managers in the branch sales program.
• Attend Sales and/or Retention Calls with the Sales Team to assist with
the closing process.
• Ensure that the branch has an active role in the transition of new
business and continues to develop existing business.
• Review and conduct staff appraisals timely
• Ensure all staff and positions have job descriptions, clear expectations
and are working with structured development plans.
• Ensure and assist managers and key staff with goal setting and
monitoring.
• Plan for and hold effective weekly department meetings with team.
• Review branch goals and business plans periodically with staff to
ensure by-in and accountability.
• Periodically monitor the levels of customer service within your branch
team.
Responsible for recruiting and developing sales executives both at
entry and senior level positions in addition to maintaining an on-going
pipeline of candidates
• Secure sufficient Sales personnel to effectively engage the district’s
customer base. Continually recruit and interview to find new potential
candidates.
• Review and coach Sales team towards expectations
• Ensure that the team is prepared to successfully transition all new
business
• Create and manage career development plans for Sales Operations and
Sales Executives
• Conduct weekly one-on-one discussions, monthly pipeline review and
quarterly performance reviews
• Create and manage individual skill development plans for each Sales
resource.
• Conduct one-to-one strengths and weaknesses discussions (Doing it
Right), while improving one weakness for each Sales resource.
• Conduct annual formal results review (Getting it Done) for each Sales
resource.
• Support the growth of each product and service within the district as
well as driving collaboration with the global network
• Create/maintain the vision and strategy for the District Sales Program
• Assess market trends and communicate them to the District and
Regional teams
• Maintain an effective Marketing approach aligned with our branding
guidelines to include consistent customer proposals and
communication, as well as hosting regular customer events
• Actively engage in closing large opportunities with the Sales
executive team
• Assess market trends and communicate them to the branch and
regional leadership teams.
• Maintain an effective Marketing approach, to include consistent
customer proposals and messaging, and regular customer events.
• Secure and manage dedicated resources as needed.
• Conduct weekly Sales meetings as a support for Sales, Product, and
Geo communication and collaboration.
• Review and orchestrate Target activities
• Ensure all new accounts are transitioned, reviewed, and discussed with
operations as they are welcomed into the retention program.
• Create and manage the Sales Department budget
• When needed, assist in customer AR issues resolution.
USA(45 Branches) /Middle East (13 Branches)
• Build a sustainable sales program between the US and the Middle East
• Create promotional material focusing on key competitive advantages
for the branches in both regions
• Seek support from key verticals/ Account management group/Geo
leaders / Product leaders
• Create interest in the targeted branches
• Focus on identifying branches strength / market share / Current
business trends
• Initiate communication between the trading branches
• Maintain a healthy pipeline of opportunities among the trading
branches
• Work on agreed Pricing strategy
• Ensure that Origin, Destination and freight charges are competitive
• Involve regional product leaders / Geo leaders for better pricing (as
needed)
• Conduct customer study /analysis to understand the pain points
• Conduct video calls with the trading branch to better understand
customer needs (needs assessment, pricing, etc.)
• Follow-up regularly with the trading branch till an account status is
achieved
• Visit all the agreed customer target list within the Middle East Region.
• Communicate action items, owners and timeline for execution within
2 business days of the trip
• Update RVP / product/ verticals / account management on success or
challenges and request support
(Managed Account: AZADEA GROUP)
• Maintain all account rates and tariffs.
• Keep rates fresh and manage yields on a monthly basis.
• Coordinate RFQ’s and rate requests.
• Distribute rate information as needed within the company network
timely.
• Provide clear instructions on operational requirements so that
branches can construct their DLSOP’s.
• Ensure branches are maintaining / updating DLSOP’s.
• Make sure all branches are aware of account key contacts in their
location.
• Assist and support all in-house operations representatives based at the
Corporate Account.
• Establish and direct all reports required to evaluate company’s
performance.
• Establish target performance metrics with the account.
• Ensure that a functioning and agreed upon invoicing - payment
process is in place. Make sure this is included in the DLSOP.
• Assist with collections on past dues over 30 days.
• Provide assistance in resolution of regional claims and disputes.
• Set up Management reports to ensure global consistency and data
integrity.
• Continually search for and implement cost savings for client by
improving processes and eliminating waste.
• Establish, maintain and review account objectives through the use of
an annual business plan reviewed quarterly with Corporate Sponsor
and key personnel.
• Identify opportunities and keep CRM updated accordingly.
• Be dedicated to the success of the program using ethical business
practices, personal commitment, passion & sacrifice, and an obsession
with the fundamental details of running the business.
• Travel when necessary within region to branch offices, customer field
offices, and account customers to resolve issues, review branch
operating procedures, and maintain customer information and
satisfaction.
• Update key customer contacts with industry information through
newsflashes, insights and global news that directly affect them.
• Maintain lines of communication with all key contacts - locally,
regionally or internationally as needed
• Maintain a client organizational chart with all key contacts showing
responsibilities and role (ie; decision maker, influencer, advocate)
• Ensure advanced notice of service irregularities
Manage the warehousing and distribution product for the branch
• Seek new distribution services opportunities and cooperate with sales
to turn new opportunities into profitable business
• Prepare and tailor scope & rates as per the customer’s needs
• Implement a customer retention program
• Analyze client P&L and send to Geo Product Director monthly as per
OPS
• Prepare department budget and accounting
• Design local support structure to meet agreed strategy and goals
• Establish operational procedures for all warehousing/distribution
activities
• Supervise all requests for warehouse equipment repairs/purchases.
• Review records/reports to determine reasons for discrepancies
between inventory and stock control records
• Have a comprehensive sales program that involves, proportionately,
each person within the department to secure and maintain new
customers.
• Attend sales meetings to coordinate the transition of new business /
updates on existing business and schedule joint calls
• Review and conduct staff evaluations
• Manage the activities of the operations staff
• Build strong relationships with the vendors
• Evaluate vendors on a regular basis
• Develops a local supplier/vendor base to ensure flexibility in service
offerings
• Provide market feedback to your peers
Manage an assigned territory and demonstrate extensive knowledge of
potential customers and competitors in this area
• Timely data entry in Customer Relationship Management tool
• Orchestrate customer / branch relationships and collaborate with
Regional product, Services, Geo, and knowledge management
resources
• Participate in the creation of value-added solutions for customer’s
logistics needs, including supporting diagrams and cost-benefit
calculations
• Support the transition of new accounts through customer
introductions, information transfer, and securing any necessary
customer paperwork.
• When needed, support AR (Accounts Receivable) collection.
• Attend training and development sessions to continue developing
selling skills and update products and services knowledge
• Secure 4-5 meetings daily
• Communicate with shipping lines / Airlines / Agent offices worldwide
• Involvement in local trade groups, as directed by the District Sales
Manager.
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