Role Overview
Responsible for the overall management of branch operations, staff performance, customer experience, and sales targets, ensuring efficient daily operations and high service standards.

Key Responsibilities

Operations & Administration

• Oversee daily branch operations including inventory, equipment maintenance, and store readiness

• Manage staff scheduling to ensure adequate coverage and smooth operations

• Monitor customer flow and bookings to support service delivery and business growth

• Ensure compliance with opening/closing procedures, safety protocols, and housekeeping standards

• Maintain accurate documentation, reports, and audit-ready records

• Collaborate with Optician/Lead Dispenser to resolve customer issues

People Management

• Lead, coach, and motivate staff to deliver excellent customer service

• Conduct performance appraisals and implement training/development plans

• Address and escalate performance or disciplinary matters in line with HR policies

• Manage attendance, leave processes, and time sheet submissions

Financial & Sales Oversight

• Oversee basic cash handling and ensure adherence to accounting procedures

• Ensure all transactions are properly invoiced and compliant

• Drive achievement of branch sales targets and key product metrics

Customer Experience

• Handle and resolve customer concerns within established turnaround times

• Maintain high customer satisfaction, feedback scores, and service standards

Key Performance Indicators (KPIs)

• Staff performance management and attendance control

• Timely resolution of customer escalations (24–48 hrs.)

• Achievement of branch sales targets and product sales ratios

• Customer satisfaction (85%+) and NPS (80%+)

• Prescription-to-sale conversion (70% capture rate)

Qualifications & Experience

• Bachelor’s degree in Business Management or related field

• Minimum 3 years’ supervisory/management experience in customer service

• Proficiency in MS Office/Office 365

• Optical certification (OCPP/ABO) – an asset

Core Competencies

• Customer focus and service excellence

• Strong communication skills

• Leadership, coaching, and team development

• Organisation and time management

• Demonstrated success in driving sales growth and meeting key targets