Center Incharge

Description and Requirement

The Center Incharge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance.

Operational Management

• Oversee and manage the daily operations of the mobile center, ensuring efficiency in all processes.
• Ensure that all company policies and procedures are followed.
• Maintain high standards of cleanliness and organization within the center.

Customer Service

• Provide excellent customer service by addressing customer inquiries, resolving
• issues, and handling complaints promptly and professionally.
  Train and coach staff to offer top-tier service to customers.
• Monitor and improve customer satisfaction levels through proactive engagement.

• Supervise and manage the performance of all mobile center staff.Schedule shifts and assign tasks, ensuring appropriate staffing levels at all times.
• Conduct training sessions for staff to enhance their knowledge, skills, and service quality
• Perform regular performance reviews and provide feedback for improvement.

• Ensure adequate stock levels of products and services offered at the mobile center.
• Coordinate with suppliers and the inventory team to maintain the timely availability of products.
• Perform regular stock checks and audits, ensuring proper documentation and control.

• Monitor sales performance and identify areas for improvement.
• Work with marketing and sales teams to implement strategies to increase sales and meet revenue targets.
• Handle cash management, including daily sales reconciliation and deposits.

Reporting & Analytics


Prepare and submit regular reports on operational performance, sales, and customer feedback to the management team.
Analyze data to identify trends, areas for improvement, and opportunities for growth.

Other Responsibilities:

• Center In-charge is not permitted to take two consecutive days off within a week.
• Manage the center’s budget, ensuring expenses are within the allocated limits.
• Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner.
• Establish and maintain business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services.
• Collaborate with the KBPay Center Business Unit to implement the Customer Loyalty Program by compiling a list of the customers who receive the most service at the center and Special Service / Corporate Service (more to be discussed).
• Collaborate with the Business Development Team to carry out Communication and  Corporate Function processes to improve the image of the center and to carry out further activities.
• Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together.
• Plan and prepare duty rosters for staff members in center on 25th of every month for following month.
• For urgent and emergency matters, communication must be done through phone conversation and report back to regional manager details later in email.

Requirements

• Minimum 3 years of working experience in financial operations and administrative field.
• Relevant Experience in project Management and customer service.

• Recognized degree (preferably in Business Management, Business Administration)