Branch Manager: Cash Solutions

Main Purpose:

• Effectively manage branch resources and procedures to ensure that the contractual obligations to customers are achieved cost effectively and that the company’s security procedures are applied throughout the branch;
• Continually review and improve branch profitability and security;
• Overall accountability for Cash in Transit (CIT), Cash Processing Centre (CPC), Control Room, Safety, Security and People Management and Vault within the branch;

Key Performance Areas:

Effective Management of the Branch Financial Performance:

• Manage relationships between actual results, budgets, and forecasts, delegating accountability where appropriate;
• Manage the effective and efficient usage of company assets, i.e., vehicles, assuring that all assets (including Cash Processing Centre equipment) are well maintained, accounted for, and utilised correctly to optimise life of the asset;
• Maintain, manage, and adhere to company procedures and policies for CPC, CIT, all cash floats, customer details and other financial controls;
• Managing all internal and external reconciliation procedures and policies;
• Oversight and management of customer invoicing, assuring that terminations are processed, new customers added correctly, and changes in billing reflected;
• Initiate cost savings and controls;
• Gross Margin Management:
  • Direct wage control;
  • Overheads control;
  • Overtime cost control; service / schedule profitability;
  • Ensuring that claims against the organisation are prevented or minimised;

Effective Management and Deployment of Employees within the Branch:

Effective Labour and Organisation:

• Ensure that there are sufficient staff for both admin and operations and that all new vacancies are approved, and appointments are vetted and approved before making an offer of employment, and fully compliant with current legislation;
• Proper allocation of staff to positions and structure;
• Set and agree objectives and performance standards with staff, including understanding of policy and procedures;
• Monitor and manage performance and provide feedback;
• Apply consistent and fair disciplinary action in line with legislation;
• Oversight of employee records, ensuring that all relevant and required documentation is on file;

Training / Development:

• Succession planning and employment equity;
• Determine training needs (in line with training and HR policy) for staff;
• Arrange for attendance of subordinates at scheduled training interventions and coach staff as needed;
• Ensure that all employees are trained on the minimum standard operating procedures and to the statutory training requirements;

Leadership:

• Monitor, manage and address staff motivation levels;
• Set and maintain acceptable standards of behaviour at work by all subordinate employees, as required by the organisation’s code of conduct and disciplinary code;
• Ensure that all disciplinary actions are conducted in compliance with company policies and procedures;
• Hold branch management team meetings and communicate to all branch staff through those briefings;

Effective Management of Operations:

Client retention and Customer Service Levels:

• Review and deploy resources, and thereafter continuously review operations to improve profitability and customer service levels. Make changes as necessary;
• Maintain all customer SLAs and address deficiencies;
• Undertake regular and consistent customer visits and assess service delivery;
• Monitor customer service levels;

Operations Management – Adherence to Operation Standards:

• Review and remediate audit results and operational matrix;
• Effective management of branch fleet;
• Maintenance and control of branch assets through the use of registers, stock control, regular audits, and spot checks;

Shared Best Practice:

• Investigate, share, and implement Best Practice from other branches;

ROCC and Compliance:

• Ensure that all relevant legislation is adhered to, and the organisation’s procedures and standards (including Health and Safety, security, personnel, finance, and transport) are maintained;
• Ensure compliance with Group Reconciliation and Operational Cass Controls (ROCC);
• Perform regular audits for self-assessment to ensure conformance to Group standards;

Effective Security and Risk management for the Branch:

• Adhere to group and company standards on risk and security mitigation and controls in the following areas:
  • Maximum vehicle loads and values;
  • Armed employees;
  • Branch security;
  • CPCs;
  • Radios;
  • Health and safety and fire drills;
  • Systems;
  • Attacks / emergencies;
  • Vault and float limits;

Effective Management of Business Development Function:

Business Development:

• Identifying new business opportunities in the branch’s sphere of operations;
• Monitor and assess the market environment in terms of competitors and current customers;
• Ensure that all new quotes are done at profitable margins;

Needs Analysis:

• Upsell of products and new services in line with customers’ needs and risks;

Company Image and Brand:

• Ensure all vehicles are correctly branded and maintained to improve company image and market share;
• Oversight and management of employee discipline;
• Adhere to all company brand guidelines;

Health and Safety:

• Participate in the design / development / review / implementation and monitoring of the branch / region / national safety plans for each year;
• Participate in safety forums created by company for example safety meetings and safety talks;
• Report all safety incidents to the relevant people;
• Discuss all safety incidents on all levels;
• Follow-up on any activities assigned through safety meetings / committee / representative / management;
• Attend safety education and refresher programmes;
• Comply with safety policies and procedures at workplace;
• Distribute safety information as and when required;
• Wear protective clothing all the time;

Minimum Requirements:

Qualification:

• 3-year tertiary qualification (relevant qualification in general management recommended);

Experience:

• Previous specialised industry (with specific reference to CIT and Cash Management) experience recommended;
• Minimum of 3 to 5 years’ management experience;
• Business acumen – sound understanding of financial information (Profit and Loss Statement);
• Proven experience in Customer Relationship Management;

Skills and Attributes:

• Strong operations and people management skills;
• Leading people;
• Managing conflict;
• Communication (written and verbal);
• Negotiation;
• Driving change;
• Delivering strategy;
• Delivering objectives;
• Awareness of the market environment;

Competencies:

Integrity and Respect:

• Build relationships on trust, honesty, and openness;
• Deliver on promises and admit mistakes;
• Treat people fairly;
• Listen to each person individually and value their contribution;
• Challenge people who aren’t living up to our values and commitments;

Safety and Security:

• Really care about protecting people and assets from harm;
• Look around, ahead and in depth to identify risks;
• Evaluate risks objectively and by understanding people and environments;
• Respect the rules and systematically follow procedures;
• Learn from incidents elsewhere to prevent them here;

Service Excellence:

• Understand what our customers need, want and value;
• Do things properly the first time;
• Thing about decisions from the customer’s point of view;
• Ask customers what could be better and listen;
• Have a passion for improving standards;

Teamwork:

• Share knowledge, experience, best practice, and resources;
• Ask colleagues for advice across the organisation to deliver for customers;
• Air conflict early and constructively and move ahead together;
• Do what’s best for our customers and us, not what’s best for me;

Innovation:

• Look for new ways to help our customers;
• Seek out and adopt good ideas, even if we didn’t invent them here;
• Use technology to enable people;
• Find new solutions to everyday problems;
• Make global solutions work locally;

Plan for Tomorrow:

• Turn strategy into realistic plans;
• Set clear goals and objectives;
• Organise resources to deliver effectively for customers;
• Monitor performance against deadlines and milestones;
• Thing about the broader impact of day-to-day decisions;
• Keep learning and developing themselves;

Deliver Today:

• Step up and take responsibility;
• Use initiative;
• Set a fast pace;
• Take quick, clear decisions;
• Make tough calls to keep things moving;
• Recognise and reward good performance;

Build Relationships:

• Open up discission;
• Communicate with passion and conviction;
• Come up with persuasive arguments;
• Explore disagreements and concerns;
• Strive for win-win agreement;
• Motivate and inspire people;
• Stretch, coach, and mentor colleagues;
• Frequently give and receive honest feedback.