Executive, Branch

Role Overview

We are looking for an Executive, Branch to support the smooth and efficient operations of our RED ONE Retail Outlets. This role will be involved in customer service, branch operations, team coordination and outlet performance while ensuring our service standards and policies are consistently followed.

Key Responsibilities

• Ensure business operations run smoothly and efficiently at RED ONE Retail Outlets.
• Drive customer satisfaction, loyalty and retention while supporting revenue growth at the branch.
• Take ownership of customer issues and complaints, ensuring timely resolution in line with SLA.
• Maintain accurate records of customer service actions, discussions and operational matters.
• Monitor risk management procedures and analyze recurring issues for further improvement.
• Propose and implement improvements to service procedures, policies and standards.
• Monitor and manage branch costing, expenses and resource utilization.
• Recruit, mentor and develop customer service agents and foster an environment where the team can perform and grow.
• Conduct regular briefings, training and meetings to ensure the team is aligned with guidelines, findings and policies.
• Monitor service quality and ensure consistency with RED ONE policies and standards.
• Maintain proper records of investigations, disciplinary actions and outcomes.
• Analyze outlet statistics and prepare accurate reports for management.
• Coordinate with relevant HQ and internal departments on operational matters and initiatives.
• Ensure timely and successful implementation of business initiatives.
• Perform other ad-hoc duties as assigned.

Requirements

• Diploma or Bachelor’s Degree in Business Administration, Retail Management, Customer Service, Management or a related field.
• Minimum 3–5 years of experience in retail operations, branch management, customer service or a similar supervisory/managerial role.
• Proven experience in managing and developing a team, including coaching, training and performance management.
• Strong customer service mindset with the ability to handle customer complaints and operational issues effectively.
• Good understanding of branch operations, cost control, resource management and service standards.
• Strong analytical and problem-solving skills, with the ability to analyze operational data and prepare reports.
• Good communication and interpersonal skills, with the ability to work effectively with customers, team members and internal departments.
• Proactive, hands-on and able to work independently in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Willing to work at retail outlet locations and support business initiatives as required.