Team Manager

Travelex Döviz Ticaret Yetkili Müessese A.Ş

Role Title:                       Team Manager

Direct Reporting:         AGM/RSM Türkiye

Business Unit:               Retail

Role Purpose

To drive and deliver high customer service levels using the conversation selling model measured by KPIs, daily coaching and observations. Ensuring that all operational, risk & compliance standards are upheld. This role may cover up to 15 stores. The role is required to drive a team to achieve sales and manage store targets/budgets. The role embeds a sales culture, improves customer service levels and manages store targets/budgets, including all revenues from retails stores, partners, concessionaires, and ATMs (where applicable). Control all direct retail staff costs such as Overtime including Stationary and controllable costs.

Major Responsibilities

·       Manage walk up retail KPIs including ATMs.

·       Drive excellence in Customer service.

·       Drive store targets & Team KPIs and deliver on MET OKRs

·       Adherence to Travelex branding guidelines across all stores.

·       Manage inventory – review stock forecasts, review cash in tills to ensure sufficient cash and currency mix.

·       Execute operations in line with standard operating procedures (SOPs) and coach staff on operating disciplines.

·       Adherence to company policy and procedures, including ATMs, Audit, Risk, Health & Safety, Security and Retail requirements ensuring branches pass all audits.   

·       Review store excellence checks, store captain checklists, KYC tracker and C.A.R.E observations performed by Team Leaders.

·       People management including coaching, rostering implementation (sick leave cover, annual leave management), employee retention, recruitment, effective on boarding and performance management.

·       Drive product launches and promotions/campaigns across the Terminal(s)/Port(s).

·       Regular KPI analysis, reporting and assist in business planning and improvements analyse performance by store/team & individual.

·       Manage communication for all site staff and management, i.e., daily calls, Communications, (Morning Shouts) Store visits, Team Manager meetings and responding to emails to deliver retail excellence.

·       Undertake Company training within required timescales & of their Team Leaders and Sales Consultants for continuous improvements and succession planning.

·       Capture and communicate local competitor insight and work with Pricing to ensure rates are supportive to the business (Margin management through influencing rate profiles and strategy).

·       Ensure any customer complaints, business risks and compliance breeches are immediately reported to the correct channels.

·       Develop team members and hold effective Performance Discussions with Team Leaders and Sales Consultants

·       Facilitate and encourage Team Leaders to engage with sales consultants to engage with The Voice Survey and contribute to any workplace improvements identified from the survey/ feedback and open houses conducted on a quarterly basis.

·       Manage under performance in line with company policy.

·       Fully embrace initiatives and bonus schemes/contests.

·       Share best practices and implement with other Team Managers and Retail Sales Manager.

Role Specific Experience and Skills

·       A demonstrable track record of delivery in the areas of key responsibility with a strong record of performance delivery in their area of expertise, through increased sales and cost management.

·       Understanding of retail sales culture and ability to work closely with on-the-ground sales teams.

·       Ownership for People Management and development “winning through people” mind-set.

·       Strong process and procedure capabilities.

·       Strong understanding of risk in a retail and financial services environment; commercial acumen ability to apply solid commercial judgment in their area of expertise.

• Excellent oral and written communication skills both in Turkish and English.

General Experience and Personal Qualities

Leadership

·       Self-aware, open-minded with a high degree of integrity.

Commercial Acumen

·       Strong commercial acumen and ability to apply solid commercial judgement in their area of expertise.

Strong Relationships

·       The ability to manage strong relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders.

Performance and Results Focused

·       Drive customer focus to gain and retain high quality customers.

Management Of Change

·       Understanding of principles of change management.