BRANCH MANAGER

Job Description : BRANCH MANAGER GHANA 15+ years experiece The Automotive Branch Manager ( Workshop / Service / Spare Parts/ Sales) for Aftersales Service is responsible for leading, managing, and optimizing all branch Aftersales operations. The role ensures service quality, customer satisfaction, compliance with OEM and company standards, and the achievement of operational and financial targets. This position demands strong leadership, operational oversight, and a customer-centric mindset to uphold the reputation and profitability of the service branch. In addition, the Branch Manager works in functional collaboration with the Technical Service Manager (TSM), Warranty Manager (WM), Body Shop Manager (BSM), and Customer Care Manager (CCM), who are responsible for SOPs, compliance, and unified workflows across all branches. Leadership & Staff Management · Workforce Planning & Supervision o Direct & supervise the Service team to ensure daily service operations run smoothly. o Allocate bays, teams, and shift rosters; plan coverage to avoid downtime or bottlenecks. o Ensure strict adherence to OEM standards, implementation of SOPs, and Oracle workflows. · Coaching, Mentoring & Training o Provide ongoing coaching, mentoring, and development support. o Identify skill gaps and ensure continuous training through WAVA courses and internal workshops. o Build a culture of customer care, technical accuracy, and first-time fix. · Performance Management o Conduct regular staff appraisals and 1:1 reviews. o Monitor KPIs such as productivity, efficiency, bay utilization, CSI, and comeback rates. · Compliance & Discipline o Enforce company rules, attendance, and professional conduct. o Ensure adherence to health, safety, and housekeeping standards. · Succession Planning o Maintain a skills matrix and cross-train staff for role coverage and career progression. Spare Parts Management overseeing all spare parts operations within the branch, ensuring effective sales, accurate inventory control, smooth warehouse management, timely supply of parts to both external customers and the service workshop, and proper financial control of daily transactions · Counter Sales o Supervise the counter sales team to provide efficient and professional service. o Ensure proper billing/discount practices are followed. o Monitor customer feedback and resolve complaints promptly. o Reconcile daily sales transactions with the cashier to ensure accuracy of cash, credit, and account sales. · Warehouse & Inventory Management o Oversee warehouse operations, including receiving, storage, and issuing of parts. o Ensure stock accuracy through proper binning, labeling, and periodic stock checks. · Supply to Workshop o Guarantee timely and accurate parts supply to the service workshop. o Coordinate with the Service Manager on planned jobs and parts availability. o Monitor internal workshop requisitions to avoid delays in service Service Operations Management · Oversee the end-to-end service process, from customer booking to final delivery. · Monitor job card cycle (creation, allocation, estimate submission & approval, job execution, closure, and billing). · Ensure Service Advisors follow proper Vehicle Health Check and estimate preparation protocols. · Supervise floor operations: bay allocation, technician workload, and workflow management. · Coordinate with Customer Care to ensure timely communication, updates, and complaint handling. · Oversee Quality Control and ensure all vehicles are inspected, tested, and validated before release. · Ensure strict adherence to warranty policies, RSA protocols, and accident repair procedures. · Manage on-site/RSA jobs, and BTR (Business Trip Request), ensuring service standards are met outside workshop premises. · Supervise Cashier to ensure proper receipting, reconciliation, and timely posting of payments against invoices. · Oversee Debt Collection process, ensuring accurate follow-ups on overdue accounts in collaboration with Finance/Credit Control. · Work with Warranty Representative to review claims, and submissions in compliance with OEM and company policies. Customer Experience & Quality Assurance · Ensure all customer touchpoints reflect professionalism. · Resolve escalated complaints promptly and fairly. · Ensure transparency in repair updates, costs, and timelines. · Monitor CSI/NPS scores and implement corrective action for low ratings. · Ensure a no-comeback policy through accurate diagnosis and proper quality checks. Financial & Performance Management · Oversee service revenue targets, labor utilization, and profitability. · Ensure accurate billing, job closure, and parts reconciliation with PBU/SPD. · Control discounts, promotions, and free services in alignment with policy. · Monitor expense lines (consumables, overtime, RSA costs) to maintain profitability. · Track KPIs and generate weekly/monthly reports for management review. Compliance, Safety & Risk Management · Enforce company policies, OEM standards, and regulatory compliance. · Ensure safety of staff and proper utilization and maintenance of tools and equipment. · Monitor incident reports, near misses, and ensure timely corrective actions. Collaboration & Reporting · Work closely with Parts, Warranty, CCU, RMES, and Finance teams for smooth operations. · Provide weekly performance updates and escalate key issues to management as required. · Participate in management meetings and contribute to branch strategy. · Share staff and process feedback to support organizational development. · Coordinate with RMES (Rana Motors Equipment Services) to ensure proper installation, availability, maintenance, and staff training on garage tools and equipment. Continuous Improvement & Development · Identify operational inefficiencies and propose process improvements. · Implement OEM digital platforms and Oracle enhancements to optimize workflow. · Benchmark against industry best practices and competitor standards. · Promote innovation and foster a culture of accountability and excellence. · Conduct regular internal SOP refreshers/toolbox talks and utilize Oracle analytics/dashboards to monitor branch performance and identify improvement areas. Experience & Education · Experience: Minimum 7 to 10 years in Aftersales Service operations, with at least 5 to 7 years in a managerial role. · Education: Degree or Diploma in Automotive Engineering/Mechanical Engineering or related field. · OEM/Dealer network experience and certifications preferred. Skills & Competencies · Strong leadership, coaching, and people management skills. · Technical proficiency across multi-brand service operations. · Excellent communication, conflict resolution, and customer handling. · Financial acumen (revenue management, cost control, reporting). · Proficiency in Oracle Service Management or equivalent DMS. · High adaptability, problem-solving ability, and results orientation.

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