Branch Manager

5 months ago

Sentul, Malaysia Stream Empire Holdings Full time

The Branch Manager will oversee daily branch operations, sales initiatives, and client service delivery to ensure the highest standards. You will lead facility maintenance, security, and loss prevention while managing and developing personnel. Implementing best practices to boost efficiency and profitability while maintaining our reputation for security and service excellence in this highly sensitive environment is paramount.

Main Responsibilities:

- Achieve site revenue, occupancy, and sales goals through client acquisition strategies
- Manage day-to-day branch operations and security protocols
- Recruit, lead, and mentor branch team to deliver service quality
- Foster a safety-focused and client-centric company culture
- Develop and implement policies and procedures
- Assure compliance with legislation and regulatory requirements
- Lead emergency/risk management planning and drills
- Prepare sales, productivity, and incident reports for senior management
- Liaise with corporate headquarters on major issues and developments

**Requirements**:

- 5+ years managing secured services sites
- Background in banking, financial services, or high-value logistics
- Strong leadership, communication, and relationship skills
- Sharp business acumen with client retention expertise
- Knowledge of security systems and surveillance infrastructure
- Diplomatic approach to managing sensitive situations
- Problem-solving and continuous improvement mindset
- Degree in business administration or facility management

Financial KPIs:

- Annual revenue relative to targets
- Average dollar value per safe deposit box rented
- Ancillary sales as % of total revenue
- Client retention/renewal percentage
- Operating costs as a percentage of revenue

Client Service KPIs:

- Net Promoter Score (NPS) from client satisfaction surveys
- Frequency of positive mentions in customer feedback
- Client inquiry response times
- First-call resolution of client issues
- Wait times for box access appointments

Facility Operations KPIs:

- System and infrastructure uptime percentage
- Number of security/safety incidents
- Results of internal loss prevention audits
- Compliance with policies, procedures, and regulations
- Preventive maintenance compliance rate

HR and Culture KPIs:

- Employee satisfaction, engagement, and retention rates
- Completion rates for mandatory employee training
- Number of Service Excellence Recognition Nominations
- Team productivity levels and output
- Internal fill rate for leadership role vacancies

Pay: RM4,000.00 - RM5,000.00 per month

**Benefits**:

- Health insurance
- Parental leave
- Vision insurance

Schedule:

- Day shift

Supplemental pay types:

- Commission pay

**Education**:

- Bachelor's (preferred)

**Experience**:

- Branch Manager: 3 years (required)

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