Position Overview
The Branch Head is responsible for the overall performance, profitability, growth, employee productivity, customer satisfaction, vendor relations, and operational efficiency of the branch. The role involves leading sales teams, managing vendors and suppliers, ensuring service excellence, resolving disputes, and achieving business targets while maintaining company standards and compliance.
Key Responsibilities1. Sales Management & Business DevelopmentRevenue Generation
- Achieve monthly, quarterly, and annual branch sales targets.
- Drive B2B, B2C, Corporate, Group Tours, FIT, and MICE sales.
- Develop strategies to increase revenue and market share.
- Monitor sales conversion ratios and profitability.
- Identify new business opportunities and partnerships.
Team Sales Performance
- Conduct daily sales review meetings.
- Monitor leads, inquiries, quotations, and closures.
- Support sales executives in closing high-value deals.
- Analyze sales reports and performance metrics.
- Ensure proper CRM and lead management.
Market Expansion
- Build relationships with travel agents, corporate clients, schools, colleges, and institutions.
- Develop local marketing initiatives and promotional campaigns.
- Participate in travel exhibitions, roadshows, and networking events.
2. Employee Management & LeadershipTeam Supervision
- Lead and manage sales, operations, ticketing, marketing, and support teams.
- Allocate responsibilities and monitor performance.
- Ensure coordination among departments.
Recruitment & Training
- Conduct interviews and hiring processes.
- Assist HR in manpower planning.
- Organize employee induction and onboarding.
- Conduct regular training sessions on sales, customer service, and product knowledge.
Performance Management
- Set KPIs and KRAs for employees.
- Conduct performance reviews.
- Implement performance improvement plans where necessary.
- Reward and recognize top performers.
Employee Engagement
- Maintain a positive work culture.
- Address employee concerns and grievances.
- Improve employee retention and motivation.
3. Vendor ManagementVendor Relationship Management
- Maintain strong relationships with hotels, transporters, DMCs, airlines, cruise operators, and activity suppliers.
- Negotiate competitive B2B rates and contracts.
- Develop strategic partnerships for better pricing and inventory.
Vendor Performance Monitoring
- Evaluate vendor service quality.
- Monitor customer feedback regarding vendor services.
- Conduct periodic vendor performance reviews.
- Ensure vendors comply with agreed service standards.
Cost Optimization
- Negotiate better rates and seasonal contracts.
- Control operational costs without compromising service quality.
- Identify alternative vendors for contingency planning.
4. Operations ManagementTour Operations
- Ensure smooth execution of all travel bookings and tour operations.
- Monitor itinerary planning and service delivery.
- Coordinate with vendors and internal teams.
Quality Assurance
- Ensure timely confirmations and documentation.
- Maintain service quality standards.
- Monitor customer satisfaction scores.
Crisis Handling
- Handle tour disruptions, cancellations, flight delays, and emergency situations.
- Ensure immediate resolution of operational issues.
5. Customer Relationship ManagementCustomer Satisfaction
- Ensure excellent customer experience.
- Monitor customer feedback and reviews.
- Resolve escalated complaints promptly.
Retention Programs
- Develop repeat customer strategies.
- Promote referrals and loyalty programs.
6. Financial ManagementBudget Control
- Manage branch budgets and expenses.
- Ensure branch profitability.
- Monitor revenue and cost reports.
Payment Management
- Oversee vendor payments.
- Monitor customer outstanding payments.
- Ensure collection targets are achieved.
Financial Reporting
- Submit monthly MIS reports.
- Analyze profit margins and branch performance.
7. Dispute Management & Conflict ResolutionEmployee Disputes
- Handle employee conflicts professionally and confidentially.
- Conduct fact-finding discussions.
- Coordinate with HR for disciplinary actions when required.
- Promote workplace harmony and teamwork.
Customer Disputes
- Resolve complaints regarding bookings, refunds, service issues, and tour experiences.
- Negotiate mutually beneficial solutions.
- Escalate legal matters when necessary.
Vendor Disputes
- Resolve pricing disagreements, service failures, payment disputes, and contractual issues.
- Ensure business continuity while protecting company interests.
Inter-Departmental Disputes
- Mediate conflicts between departments.
- Ensure smooth communication and collaboration.
Escalation Management
- Maintain a structured dispute resolution process.
- Document all disputes and resolutions.
- Submit escalation reports to management.
8. Compliance & Risk Management
- Ensure adherence to company policies.
- Maintain legal and regulatory compliance.
- Monitor data confidentiality and customer information security.
- Identify operational and business risks.
- Implement preventive and corrective measures.
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
