Branch Manager

작업 내용

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Role Purpose

To ensure the SongShan Branch achieves new sales and re-registration targets and to ensure efficient & effective daily operation of the Branch. To ensure the Branch’s Sales and Customer Management team (SCM) meets and exceeds KPIs as set by the British Council. To motivate the SCM team and to foster good team spirit so that a high-quality customer experience is delivered to our customers. To work closely SCM team to share best practice and standards relating to sales, customer service and information management.

Role context

The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust. We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Last year we reached over 80 million people directly and 791 million people overall including online, broadcasts, and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The British Council’s SCM teams manage the acquisition, retention, and support of customers in our Teaching Centres and online teaching across Asia Pacific through Sales, Customer Service and support roles working towards KPIs relating to these areas.

Main Accountabilities But Not Limited To The Following

Sales

• Close the sale, maximising enrolment and protecting target achievement.
• Be accountable for monthly and annual sales targets.
• To build, lead and motivate the SCM team of the Branch to achieve and exceed new sales and re-registration targets and KPIs as set out by the British Council.
• To work closely with Head, Sales & Customer Management to develop and execute sales strategies, plans and processes in line with the country and regional plans for the professional handling of English course enquiries and registrations with the purpose of achieving and exceeding sales targets as set out by the British Council.
• To monitor and review individual’s daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual staff within it, meet and exceed sales targets.
• To record and track sales activity in CRM meeting regional standards and guidelines.
• To prepare sales performance reports in the required format for management to review.
  
  

Customer Management

• To ensure the Branch SCM team delivers an excellent customer experience to all customers. To meets or exceeds service level agreements and KPIs as set out by the British Council in order to improve re-registration rates.
• To ensure standard processes and service level agreements are in place and being followed when handling enquiries and complaints.
• To manage / facilitate the British Council surveys, such as Customer Effort Assessment and mystery shopping on customer experience. To look into ways from time to time to improve survey results by reviewing the whole customer journey and all integrated services.
• To work closely with SCM team to ensure compliance with the British Council policies and guidelines.
• To prepare statistical reports on the performance of the Customer Management team accurately and timely for management to review.
• To drive the SCM team to work hand-in-hand to deliver excellent customer experience to all new and existing customers.
  
  

Branch Operations

• To manage the SCM team budget. This will include budget for hourly paid staff.
• To manage the facilities and the overall upkeep / maintenance of the Branch, this includes working with service providers, such as cleaning to ensure proper hygiene and security for safety.
  
  

Key Stakeholder Communications

• To help plan and execute marketing events together with the Marketing, Operations and Academic teams and to participate in other Teaching Centre marketing and promotional campaigns.
• To provide feedback on the British Council campaigns and promotions to the Marketing team with the objective to raise brand awareness and generate enquiries for sales.
• To maintain a clear understanding of customer needs, threats and opportunities in the external environments and keep Management and the Marketing team informed.
• To provide feedback and to work closely with the Marketing, Operations and Academic teams to enhance customer experiences and product offerings with the purpose of improving sales conversions and re-registrations.
• To advise on the opening, merging and closing of classes in response to demands to maximise Branch income.
  
  

Training

• To ensure all SCM team staff receive proper on-board induction and to complete mandatory training.
• To identify training needs and to provide / arrange regular trainings / refreshment trainings to the SCM team. To ensure that staff is fully equipped with the necessary skills and knowledge to:
• achieve and exceed the sales targets and KPIs in a professional manner (Sales team)
• provide excellent pre and post sales services to meet targets, KPIs and the British Council guidelines (Customer Management team)
• To ensure trainings are arranged in line with the British Council’s strategies, needs and objectives.
  
  

Support Duties

• Systems – to be proficient in using relevant systems, such as CRM, TCMS and on-line booking system (OBS).
  
  

Line Management

• To line manage the SCM Team as per the British Council guidelines, procedures and standards. Objectives, performance reviews and year end evaluation are completed on time. Line Managees are supported, and feedback provided to them on a regular basis.
• To prepare SCM team rota and monitor leave plans meeting operational needs. To maintain role and KPI clarity, so that individual performance can be identified and tracked against the regional KPI framework.
• To identify and act on training and development needs including ensuring mandatory online training is completed by all staff and that training is in line with business strategy, needs and objectives.
• To identify and develop talent within the team, including succession planning.
  
  

Other Duties

• Any other duties as assigned by the Line Manager.
• Attendance at regular professional development, training and skills programmes as required.
• Full engagement with the performance management programme
  
  

Benefits

• Enjoy 24 days of annual Leave (on a pro-rata basis if the service period is less than one full year) and public holidays
• Sales target incentive
• Chinese New Year Bonus
• Statutory benefits
• Professional development opportunities
  
  

Requirements

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required. Fluency in Mandarin is also required.
• Diploma / First Degree
• Qualification in a relevant business discipline (e.g., Business Management, Marketing) or a related subject is preferred.
  
  

Minimum/essential

Role specific knowledge and experience:

• Extensive experience of leading and managing a sales team to meet and exceed targets on a B2C or service industry
• Excellent interpersonal skills
• Excellent customer care skills
• Analytical skills
  
  

Desirable

• Experience within the education sector
• Experience of working with CRM systems (Salesforce preferred)
  
  

Role Specific Skills

• Sales management experience
  
  

Further Information

Pay Band – 6 (basic salary + sales incentive, depending on qualification and experience, negotiable)

Contract Type – Indefinite

Location – SongShan Branch, Taipei, Taiwan

Other Requirements

– As we cannot sponsor work passes, applicants must already have the right to live and work in Taiwan.

– The successful candidate will work a 5-day week which includes evenings, Saturday and/or Sunday.

Closing Date – 3 January 2024 - 23:59 Singapore Time (GMT +8)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.