Turkey Job Openings
Travelex
Team Manager - Ankara
Ankara
FULL TIME
September 25, 2024
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
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