Branch Coordinator – Job Description (JD)
Position: Branch Coordinator
Department: Operations & Administration
Reporting To: Branch Manager
Location: Johnson's Academy Branches
About the Role
The Branch Coordinator is responsible for ensuring the smooth day-to-day operations of the academy branch. The role combines administration, customer service, sales support, student coordination, classroom management, reporting, and operational excellence. The ideal candidate should possess excellent communication skills, strong organizational abilities, and a customer-fi rst attitude while supporting the Branch Manager in achieving branch goals.
Key Responsibilities
1. Branch Operations
- Assist the Branch Manager in managing the daily operations of the academy.
- Ensure smooth execution of administrative and operational activities.
- Maintain discipline, professionalism, and positive branch culture.
- Ensure compliance with academy policies and Standard Operating Procedures (SOPs).
- Take ownership of assigned operational tasks and ensure timely completion.
2. Student & Parent Relationship Management
- Welcome and assist walk-in students and parents. 1
- Handle student and parent inquiries with professionalism and empathy.
- Resolve concerns promptly or escalate them to the Branch Manager when necessary.
- Maintain excellent customer satisfaction throughout the student journey.
- Conduct regular parent follow-up and relationship-building calls.
3. Sales & Renewals
- Conduct daily renewal calls and follow-ups.
- Follow up with trial students and prospective leads assigned by the Branch Manager.
- Support admissions by explaining courses, fee structures, schedules, and academy benefi ts.
- Coordinate with the sales team to maximize admissions and renewals.
- Maintain accurate records of all follow-ups and conversions.
4. Student Attendance & Retention
- Monitor daily student attendance.
- Track absentee students and conduct follow-up calls on the same day.
- Understand reasons for absenteeism and coordinate recovery plans.
- Maintain attendance records in both the academy software and Google Sheets.
- Assist in improving student retention.
5. Classroom & Academic Coordination
- Inspect classrooms before every session.
- Ensure facilitators have classrooms ready with instruments, books, and required materials.
- Verify that classrooms are clean, organized, and conducive to learning.
- Coordinate with instructors regarding attendance, scheduling, and student concerns.
- Ensure classes start and end on time.
6. Administrative Responsibilities
- Maintain all Google Sheets and internal trackers accurately. 2
- Update admission records, fee details, attendance records, and student information.
- Maintain physical and digital student fi les.
- Coordinate document collection during admissions and renewals.
- Maintain branch inventory records.
- Ensure all administrative tasks are completed within deadlines.
7. Reporting & Documentation
- Prepare Daily, Weekly, and Monthly Reports.
- Draft professional emails and internal communications.
- Maintain reports related to:
● Admissions
● Renewals
● Attendance
● Revenue
● Student feedback
● Absentee follow-ups
● Daily operations
- Submit reports on time with complete accuracy.
8. Customer Feedback & Online Reputation
- Conduct student and parent feedback calls.
- Collect Google Reviews from satisfi ed parents and students.
- Monitor customer satisfaction.
- Escalate recurring concerns and suggest improvements.
9. Branch Inspection & Quality Assurance
- Conduct periodic inspections of classrooms, reception, waiting areas, washrooms, and common spaces.
- Ensure academy branding and displays are maintained.
- Report maintenance issues immediately.
- Ensure branch cleanliness and operational readiness.
3
10. Event Coordination
- Assist in organizing:
● Spotlight Events
● Workshops
● Competitions
● Examinations
● Annual Day
● Parent Meetings
- Coordinate registrations, communication, and event logistics.
11. Team Coordination
- Coordinate effectively with:
● Branch Manager
● Instructors
● Facilitators
● Administration Team
● Sales Team
● Data Analyst
- Maintain clear communication between departments.
- Support the Branch Manager in implementing operational improvements.
Key Performance Indicators (KPIs)
KPI
Target
Parent & Student Query Resolution
Within 24 Hours
Google Sheets Accuracy
100% Daily Updates
Student Attendance Collection
100% Daily
Absentee Calls
Same Day
Renewal Calls
Daily 4
Lead Follow-ups
Daily
Classroom Inspection
Before Every Batch
Google Reviews
As per Monthly Target
Feedback Calls
Weekly
Report Submission
100% On Time
Data Accuracy
99%+
SOP Compliance
100%
Branch Readiness
Daily
Customer Satisfaction
High Rating
Required Skills
- Excellent communication skills in English and the local language.
- Strong interpersonal and customer service skills.
- Sales mindset with confi dence in handling renewals and admissions.
- Good knowledge of Microsoft Excel and Google Sheets.
- Basic computer profi ciency (MS Offi ce, Google Workspace, Email).
- Strong organizational and time management skills.
- Ability to multitask in a fast-paced environment.
- Problem-solving and confl ict-resolution abilities.
- Professional appearance and positive attitude.
Educational Qualifi cation
- Bachelor's Degree in any discipline (preferred).
- Freshers with excellent communication skills may apply.
- Candidates with experience in education, administration, front offi ce, operations, customer service, or sales will be preferred.
5
Preferred Experience
- 1–3 years in Administration, Operations, Front Offi ce, Customer Support, Education, or Sales.
- Experience using Google Sheets, Microsoft Excel, and CRM systems is an added advantage.
Working Hours
- Monday - Thursday: 11:00 am to 8:00 pm
- Saturday & Sunday: 10:00 am to 8:00 pm
- Flexibility to support weekend operations, events, and student activities when required.
Key Competencies
- Customer-Centric Approach
- Ownership & Accountability
- Attention to Detail
- Teamwork & Collaboration
- Time Management
- Sales Orientation
- Adaptability
- Professional Communication
- Decision Making
- Integrity & Confi dentiality
- Continuous Learning
- Positive Attitude
Why Join Johnson's Academy?
- Opportunity to work with one of the leading music academies.
- Professional growth in administration, operations, and leadership.
- Exposure to sales, customer relationship management, and branch operations.
- Collaborative and learning-focused work environment.
- Performance-based growth opportunities and career advancement. 6
This JD is suitable for publishing on hiring portals such as Naukri, Indeed, LinkedIn, or for internal recruitment, and clearly communicates the responsibilities, expectations, and growth opportunities associated with the Branch Coordinator role.
Work Location: In person
