Branch Operations Manager (Portmore Location)

Branch Operations Manager (Portmore Location)

Role Purpose To provide operational leadership for the branch, ensuring optimal customer experience, efficient operations, and achievement of business targets. The Branch Manager oversees sales, inventory, staffing, customer service, security, and compliance, and plays a key role in driving Carlisa’s culture of operational excellence and customer-focused service.

Key Responsibilities

Sales and Customer Service Excellence

• Provide support to the Sales Manager and Supervisor to oversee branch sales performance to meet or exceed targets.
• Champion a high standard of customer service at every touchpoint.
• Resolve customer complaints related to service, returns, or exchanges.
• Ensure quotations and walk-in sales are handled promptly and professionally.

Operational Management

• Lead all store operations and provide support to cashiering, showroom merchandising, and aftersales coordination.
• Ensure proper rostering, timekeeping, and attendance monitoring of staff.
• Maintain cleanliness, accessibility, and presentation of the showroom.
• Provide support to site visit requests and ensure timely follow-up with customers.
• Coordinate with the communications team to follow up on online orders and inquiries.

Financial Oversight and Controls

• Assist when required to reconcile daily cash transactions and manage branch lodgments.
• Monitor and manage petty cash and ensure sufficient change is available for operations.
• Ensure safe custody of all cash, invoices, and financial and accounting documents

Inventory Management

• Ensure inventory levels meet customer demands by coordinating with central warehouse and suppliers.
Lead quarterly and annual stock counts and investigate variances with the support of the finance and accounting team.
• Ensure timely receiving and dispatching of goods.
• Enforce SAP controls and processes around inventory, pricing, and sales orders.

Team Leadership and Development

• Supervise and evaluate the performance of all branch staff directly reporting to you.
• Assist in the evaluation of non-direct report with Sales manager/Supervisor and Snr Cashier.
• Develop and implement Individual Performance Plans (IPPs) for your team.
• Provide coaching, training, and discipline in accordance with Carlisa’s policies and Jamaican Labour Law.
• Conduct regular departmental meetings to communicate goals, updates, and concerns

Compliance and Governance

• Ensure branch adheres to safety, security, and AEO standards.
• Maintain up-to-date knowledge of company policies and legal requirements.
• Liaise with auditors, customs officers, and regulatory entities during inspections or reviews.

Reporting and Communication

• Prepare and submit weekly and monthly reports to the CFO.
Liaise regularly with the Sales Supervisor, Finance and Accounting team, and Warehouse personnel.
• Support public relations and marketing activities in the branch territory

Required Qualifications & Experience

• Bachelor’s degree in business administration or related discipline.
• Formal training in Supervisory or Administrative Management.
• Minimum 3 years in a managerial role within a retail/distribution environment.
• Experience using SAP or other ERP systems preferred

Key Competencies

• Leadership and Staff Supervision
• Inventory Management
• Customer Service and Complaint Resolution
• Operational Thinking and Problem Solving
• Communication and Interpersonal Skills
• Organizational and Time Management
• Proficiency in Microsoft Office Suite and SAP
• Understanding of AEO requirements and compliance standards

Special Working Conditions

• Must be available for work on weekends and public holidays when required.
• Physically and mentally demanding during peak periods (e.g., year-end, sales events).
• May be required to provide relief or support to other branches