Role Title:                   Team Manager

Direct Reporting:        Retail Sales Manager – TURKEY

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 will 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 the MET Balanced Score CardAdherence 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 ConsultantsFacilitate 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-setStrong 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.

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