**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 Card + 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. **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