Branch Manager

BRANCH MANAGER RESPONSIBILITIES AND PERFORMANCE STANDARDS

1. OBJECTIVE

The Branch Manager is responsible for overseeing all aspects of Bosch Car Service daily operations, ensuring operational efficiency, financial sustainability, staff performance, customer satisfaction, compliance, and continued business growth.

The Branch Manager is accountable for the overall management, performance, and profitability of the branch.

2. OVERALL CARE OF THE WORKSHOP

The Branch Manager must ensure that the workshop, reception, offices, customer waiting areas, and surrounding premises are maintained to the required standards.

Responsibilities include:

Maintaining cleanliness, organisation, and compliance with health and safety requirements.

Ensuring that tools, diagnostic equipment, machinery, vehicle lifts, and other workshop equipment are properly maintained and used correctly.

Ensuring that company property, customer vehicles, keys, and equipment are secured.

Enforcing housekeeping procedures and maintaining a professional working environment.

Identifying and addressing operational risks, equipment failures, and safety concerns promptly.

3. STAFF MANAGEMENT AND LEADERSHIP

The Branch Manager is responsible for the performance, conduct, and productivity of all branch employees.

Responsibilities include:

Ensuring that all employees perform their duties in accordance with their employment contracts, job descriptions, and company procedures.

Providing leadership, training, coaching, support, and guidance to staff.

Monitoring attendance, punctuality, discipline, productivity, and individual performance.

Addressing poor performance, negligence, and non-compliance through the appropriate

management procedures.

Promoting teamwork, accountability, professionalism, and effective communication between

service advisors, technicians, parts personnel, and administration staff.

Ensuring that staff receive the necessary training to maintain operational and service standards.

4. BUSINESS AND FINANCIAL MANAGEMENT

The Branch Manager must monitor the financial health and operational performance of the

branch to ensure sustainable profitability.

Responsibilities include:

Monitoring revenue, labour sales, parts sales, mark-ups, consumables, expenses, and

operating costs.

Controlling unnecessary expenditure and minimising avoidable losses.

Monitoring parts inventory, stock movement, supplier costs, and purchasing practices.

Ensuring that quotations, invoices, job cards, and supporting documentation are accurate and

properly controlled.

Improving workshop productivity, reducing vehicle turnaround times, and preventing

unnecessary delays and carry-over work.

Maintaining high standards of workmanship and customer service in accordance with Bosch

requirements.

Identifying opportunities to improve profitability without compromising service quality or

customer satisfaction.

5. REPORTING AND BUSINESS GROWTH

The Branch Manager must provide management with accurate and timely information regarding

branch performance.

Responsibilities include:

Preparing monthly performance statistics and management reports for the directors.

Monitoring sales performance, labour hours, productivity, efficiency, customer satisfaction, and

profitability.

Identifying areas of underperformance and implementing corrective action plans.

Developing strategies to attract new customers, retain existing clients, and generate repeat

business.

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Working with the marketing department to improve brand visibility, generate leads, and increase

workshop bookings.

Monitoring daily vehicle bookings and workshop loading to ensure that available workshop

capacity is utilised effectively.

6. CUSTOMER RELATIONS AND COMPLAINTS

The Branch Manager is responsible for maintaining professional customer relationships and

ensuring that complaints are handled appropriately.

Responsibilities include:

Taking ownership of customer complaints and ensuring that they are investigated and resolved

promptly.

Ensuring that all customer complaints are handled by the Branch Manager in accordance with

applicable MIWA requirements, Bosch standards, and company procedures.

Ensuring that customers receive clear, accurate, and timely updates regarding repairs, costs,

delays, and vehicle collection.

Ensuring that all additional repairs and associated costs are authorised by the customer before

work proceeds.

Maintaining accurate records of complaints, investigations, corrective actions, and resolutions.

Escalating serious or unresolved disputes to senior management when necessary.

Protecting the reputation of Bosch Car Service through professional conduct,

transparency, and quality workmanship.

7. ADMINISTRATION AND OPERATIONAL CONTROL

The Branch Manager must oversee the administrative processes necessary for the effective

operation of the branch.

Responsibilities include:

Ensuring that job cards, quotations, invoices, inspection reports, release notes, Lead capturing

and other operational documents are completed accurately and timeously.

Monitoring outstanding payments, accounts-related matters, and the correct completion of

financial documentation.

Ensuring that payments, purchases, and expenditure are authorised in accordance with

company policies and delegated authority.

Ensuring that customer vehicles are released only once the required documentation and

payment-clearance procedures have been completed.

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Monitoring outstanding administrative work and ensuring that avoidable carry-overs are

eliminated.

Ensuring compliance with company policies, applicable legislation, health and safety

requirements, and Bosch operational standards.

8. VEHICLE, EQUIPMENT AND COMPANY PROPERTY MANAGEMENT

The Branch Manager is responsible for ensuring that company vehicles, tools, equipment, and

other company assets are maintained and used responsibly.

Responsibilities include:

Ensuring that company vehicles are serviced, maintained, and kept in a roadworthy condition.

Monitoring the condition and availability of workshop tools, diagnostic equipment, machinery,

and other assets.

Reporting equipment failures, damage, losses, and maintenance requirements.

Ensuring that company property is used for authorised business purposes.

Providing operational support to technicians and other employees when reasonably required.

Assisting with technical tasks, including engine rebuilding and other complex repairs, when

necessary and appropriate to support workshop operations.

9. TARGETS AND PERFORMANCE MANAGEMENT

The Branch Manager is directly accountable for monitoring and achieving the branch’s

operational and financial targets.

9.1 Monthly Labour-Hour Target

The branch must achieve a minimum target of 1,500 billed labour hours per month.

The Branch Manager must monitor labour-hour performance throughout the month and take

corrective action when performance falls below the required trajectory.

Labour-hour performance must be reviewed against available workshop capacity, technician

productivity, vehicle bookings, and completed repairs.

9.2 Weekly Efficiency Reporting

The Branch Manager must prepare and submit a weekly workshop efficiency report.

The report must reflect technician productivity, available hours, billed hours, efficiency

performance, and relevant variances.

Underperformance must be identified and addressed through documented corrective actions.

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9.3 Target Shortfalls and Corrective Action

If the branch fails to meet its prescribed targets, the Branch Manager must submit a detailed

report explaining:

The targets that were not achieved.

The actual results compared with the required targets.

The reasons for the shortfall, supported by relevant operational information.

The corrective measures implemented or proposed.

The person responsible for each action and the expected completion date.

9.4 Workshop Loading and Marketing Coordination

The Branch Manager must monitor daily bookings, vehicle arrivals, workshop capacity, and

technician workload.

If the branch is not receiving sufficient vehicles to maintain productive workshop activity, the

Branch Manager must liaise proactively with the marketing department.

Actions must be taken to improve lead generation, booking conversion, customer retention, and

workshop utilisation.

The Branch Manager must monitor the results of these actions and report any ongoing

challenges to senior management.

10. ACCOUNTABILITY AND EXPECTED STANDARD

The Branch Manager is accountable for the overall performance, management, and operational

control of Bosch Car Service

The role requires proactive leadership, sound financial management, effective staff supervision,

consistent quality control, accurate reporting, and a commitment to continuous improvement.

The Branch Manager is expected to identify operational challenges before they negatively affect

the business, implement appropriate solutions, and communicate significant risks or

performance shortfalls to senior management without delay.

Failure to meet prescribed standards or targets must be addressed through the applicable

company performance-management and disciplinary procedures, where appropriate.

Pay: R15 000,00 - R30 000,00 per month

Application Question(s):

• Please click or copy link to complete test online https://rmsbosch.co.za/careers/

Work Location: Hybrid remote in Durban, KwaZulu-Natal