Eurochange Ltd is a customer-driven Company, where our success is dependent upon great people, great brand, great service and great products. To ensure our continued success, we require well-trained and motivated colleagues that can provide the best possible customer service, which in turn can be converted into increased sales and profitability.
Key Business Aim
The overall aim of the Company is to deliver sustained annual profitable growth as eurochange, NM Money or associated companies within the NM Group. Therefore each department and every employee must make a positive contribution to our success and to make a profitable contribution to the Company.
Overview of Responsibilities
The Area Manager is responsible for the overall management of branches in Warrington, Stoke, Wigan, St helens & Chester through a team of Sales Advisors and Senior Sales Advisors. Responsibilities include : (a) continually working to improve branch profitability (b) ensuring that Company policies and best practice are improved and adhered to at all times. (c) ensuring that all colleagues receive appropriate training and development and are motivated and competent to do the job.
Main Duties and ResponsibilitiesSales
§To be responsible for the delivery of sales and profit targets for all branches within your remit.
§Utilise the Sales Framework to drive sales and KPIs with effective coaching and targets for each Sales Advisor.
§Implement the Company’s advertising and promotional strategy to optimise and sustain sales performance, profitability and customer satisfaction.
§To ensure that all Company procedures, processes and systems are followed and adhered to.
§To endeavour to meet and exceed the KPI performance targets set for yourself and for each branch, as directed by the Company.
§Ensure that sales are maximised whilst minimising costs affecting the profitable performance of each branch.
§Create links with business communities in which we operate.
§To ensure that all branches are open and trade for the advertised hours.
§To visit and monitor every branch within your remit at least once per fortnight with additional emphasis placed on the highest volume and new branches in the area.
§To ensure that rotas are in accordance with budgeted hours with appropriate staff cover.
§To ensure consistency in daily operating procedures to improve performance and increase efficiency.
§To ensure that clock cards, holiday/day off requests etc. are managed in accordance with Company requirements and pay periods/ holiday year.
§To provide the Divisional Manager with feedback on trading and pricing in each location.
§For new branch openings ensure the appropriate co-ordination and allocation of equipment and resources is made, so that the branch is fully operational by the target opening date.
§To liaise with other departments to assist in the general running of the branches and build good relationships with key personnel.
§Undertake occasional branch visits outside your area in order to remain aware of key issues, enhance your knowledge and help build relationships with your colleagues.
§To complete Sales Assessments of Senior Sales Advisors and Sales Advisors to ensure that they are performing according to Company standards and expectations.
§To assist Senior Sales Advisors and Sales Advisors to achieve any incentive targets given by the Company.
§To ensure effective induction, training, assessment, sign off and reviews for all new colleagues.
§Identify training and development needs of all colleagues in liaison with the Divisional Manager and HR through - training needs analysis, appraisals, mystery shopper & audit reports, probationary reviews and customer feedback etc.
§Ensure all colleagues are fully trained and utilise the sales framework in accordance with Company policy and to take appropriate action where this is not adhered to, through retraining and disciplinary action when necessary.
§Have responsibility to ensure that all Sales Advisors are fully trained and compliant with Anti-Money Laundering policy and procedures.
§Ensure that all new and current colleagues complete e-learning annual refresher training.
§To continuously coach and develop colleagues under your remit.
§Ensure that Branch Trainers are competent to provide training to new and existing colleagues.
§In conjunction with Resourcing and HR, recruit and select new colleagues, ensuring we recruit the right individuals who are sales-focused and have excellent communication and customer service skills.
§To provide open, honest feedback to colleagues through staff meetings, one-on-one coaching and staff appraisals. Agreeing, implementing and evaluating agreed targets and action plans.
§Managing and motivating your team to increase sales and ensure efficiency.
§To provide feedback on Audits, Mystery Shopper reports and other performance indicators to colleagues and to take remedial action where these are not met.
§To promote teamwork and to foster good working relationships between all colleagues and departments. To listen to staff grievances as part of your duties and to listen, probe and counsel where necessary, in order to continually improve the work environment and morale.
§Be highly visible, open, and approachable and provide a positive example based on your own skills, experience, commitment and professionalism.
§To liaise with HR regarding any colleague issues, sickness or absence, disciplinary and grievance matters, recruitment and appraisals. To conduct investigations and chair minor disciplinary/grievance meetings.
§Investigate and deal with any under-performance and/or conduct issues concerning colleagues, using appropriate counselling techniques and/or issue warnings in accordance with the Company’s disciplinary procedures.
·To follow Company policies and procedures at all times and share best practices with the wider team.
·To ensure that all colleagues:
-Work in accordance with the Branch Procedures Manual and Sales Framework.
-Are aware of, and act on, procedure updates which are communicated through updates and alerts.
-Are guided and advised on any day-to-day working procedures and are given training, coaching or mentoring as necessary.
-Ensure there is no abuse of Company equipment or systems (telephones, e-mail, computers etc) and that all adhere to the Company policies and procedures for computer use.
-To act as a messenger in emergencies to transfer Currencies/Sterling between branches ONLY when authorised to do so by Operations during normal opening hours.
-Monitor delivery and collection schedules, to ensure maximum efficiency in order to meet branch, customer and operational needs.
-To monitor the appearance of branches and colleagues when undertaking visits. Resolving where possible on the day or reporting any findings to the relevant department.
-To continually look for ways to improve the day-to-day running of the branches.
§Provide timely and accurate feedback on marketplace pricing on FX rates with recommendations for adjustments while striving to maximise profit margins.
§To develop marketing promotions/ strategies to ensure we are targeting and attracting different markets and clientele and provide a marketing plan for each branch, exploiting shared services through Shopping Centre landlords, BIDs or TICs.
§To ensure all procedures and security measures are carefully followed to minimise risk to self and others, minimise discrepancies and ensure that all branches are balanced at the end of the day.
§To monitor security awareness of all colleagues and detect any potential weaknesses in existing systems or employees and act or advise accordingly.All security issues should be reported as per Company policy.
Risk Management and Compliance
§To keep up-to-date with Money Laundering regulations, the Company’s Anti-Money Laundering Policy and Procedures and Western Union Money Laundering procedures.
§Ensure that all information relating to customer personal data, commercial or third party data is processed and maintained in accordance with General Data Protection Regulations and that all such information remains confidential at all times, unless such information is required for legitimate business transactions, or to comply with legislative requirements (e.g. Anti-Money Laundering regulations).
§Ensure stringent compliance with the Customer Complaints Procedure, liaising with Operations and Senior Management as necessary.
§To utilise Service Desk to report on major issues and ensure that these are resolved in a timely manner and to a high standard.
§To complete self audits of branches and/or undertake investigations as requested.
§Ensure that all health and safety procedures are adhered to at all times and actively promote H&S to all colleagues, liaising with Senior Management as required.
§To take responsibility for own workload.
§Undertake such other duties as may reasonably be required of you commensurate with your general level of responsibility.
As Area Manager, you are expected to uphold the Company's interests at all times and to safeguard the Company's image and interests in any given situation.This may be best accomplished by always following the Company's guidelines and policies to the letter.
You are expected to perform your duties to the standard laid down by the Company at all times and not to waiver from this under any circumstances.
Including car allowance and benefits