Job Code: BOM-HYD/BLR-25Q3
Job Title: Branch Operations Manager
Department: Operations / Administration / Service Delivery
Reports To: Regional Operations Head / Zonal Manager / Director of Operations
Location: Hyderabad/Bangalore
Employment Type: Full-Time
Role Summary:
The Branch Operations Manager is responsible for overseeing all day-to-day operations of a specific branch, ensuring seamless service delivery, compliance, staff performance, and customer satisfaction. This role demands leadership, resource planning, process optimization, and coordination with internal departments to achieve operational. excellence and business targets.
Key Responsibilities:
Branch Management & Service Delivery
- Manage end-to-end branch operations including administration, facility, security, and service delivery.
- Ensure timely and efficient execution of student enrollments, training schedules, customer onboarding, support services, or client coordination.
- Implement SOPs (Standard Operating Procedures) and ensure compliance at all levels.
- Ensure hygiene, discipline, punctuality, and operational readiness of the branch.
Team Supervision & Staff Management
- Lead and manage a team including counselors, telecallers, trainers, admin staff, and support personnel.
- Set daily/weekly/monthly targets and review team performance.
- Conduct training sessions, briefings, and regular staff meetings.
- Resolve internal conflicts and maintain a high-performance work culture.
Revenue & Growth Support
- Coordinate with the sales/admissions team to track branch-level inquiries, conversions, and collections.
- Support marketing campaigns and walk-in lead generation activities (seminars, events, etc.).
- Ensure targets related to revenue, collections, and enrollments are met as per branch capacity.
Compliance & Reporting
- Maintain and audit records related to operations, finance, HR, and training delivery.
- Handle student/parent/customer complaints, escalations, and ensure quick resolution.
- Submit MIS reports, attendance, expense statements, and operational dashboards to regional teams.
Facility, Inventory, & IT Coordination
- Oversee branch infrastructure maintenance (classrooms, labs, staff cabins, equipment).
- Ensure availability of learning materials, IT devices, stationary, marketing brochures, etc.
- Coordinate with IT/Tech support for timely resolution of system or network issues. Key Performance Indicators (KPIs):
- Operational efficiency score (TATs for services, complaints resolved, etc.)
- Revenue collection vs. target achievement
- Team productivity and attrition rate
- Compliance audit scores
- Student/Customer satisfaction and feedback ratings Required Skills:
- Strong organizational and leadership skills
- Ability to manage people, processes, and pressure
- Good communication and problem-solving abilities
- Basic knowledge of accounts, billing, and cash handling
- Familiarity with CRM tools, ERP software, Excel, and reporting systems
- Multilingual ability (English + local language preferred) Preferred Tools:
- CRM/ERP: Leadsquared, Zoho, Tally, Salesforce, School ERP systems
- Communication: Slack, Gmail, WhatsApp Business
- Documentation & Reporting: Excel, Google Sheets, PowerPoint
- Attendance/Biometrics: Inhouse or 3rd-party tools
Qualifications:
- Bachelor’s or Master’s degree in Business Administration, Operations, or related field
- 3–6 years of experience in branch operations, service delivery, or administrative roles
- Prior experience in managing training centers, educational branches, retail offices, or bank branches preferred
Career Path:
- Area/Regional Operations Manager
- Cluster Head – Branches
- General Manager – Operations
- Director – Service Delivery / Customer Experience