Branch Manager

1. JOB PURPOSEThe Branch Manager will be responsible for the overall management of the assigned Ayushman Ayurveda branch, with primary accountability for achieving sales targets, increasing revenue, managing daily operations, supervising staff, ensuring customer satisfaction, and maintaining discipline.

The candidate must be sales-driven, result-oriented, and capable of managing the branch independently while ensuring compliance with company policies, operational procedures, and management instructions.

• 2. KEY ROLES AND RESPONSIBILITIESA. SALES AND REVENUE GENERATIONTake complete responsibility for achieving the monthly and daily sales targets assigned to the branch.
• Develop and implement effective sales strategies to increase revenue and improve branch performance.
• Monitor daily sales, treatment conversions, membership sales, package sales, and renewals.
• Ensure effective follow-up with prospective customers, existing customers, and customers who have discontinued their treatments.
• Monitor customer enquiries and ensure maximum conversion into appointments, treatments, and sales.
• Identify opportunities to increase repeat business, customer retention, and referrals.
• Motivate and guide reception staff to achieve their individual and branch sales targets.
• Monitor sales performance regularly and take immediate corrective action whenever targets are not being achieved.
• Promote company-approved offers, packages, and membership plans.
• Ensure that all discounts are provided strictly in accordance with company policy and obtain management approval wherever required.
• Analyse sales trends and submit improvement plans for underperforming branches.
• B. BRANCH OPERATIONS AND ADMINISTRATIONManage the day-to-day operations of the branch to ensure smooth and efficient functioning.
• Ensure that the branch opens and operates according to the prescribed timings.
• Monitor staff attendance, punctuality, grooming, uniforms, and professional conduct.
• Ensure that the reception desk is attended throughout operating hours.
• Coordinate with doctors, therapists, receptionists, pharmacists, and other staff to maintain uninterrupted operations.
• Ensure that appointments are scheduled properly and customers receive timely service.
• Monitor the availability of medicines, treatment materials, consumables, and other essential supplies.
• Ensure that the branch premises, treatment rooms, reception area, and facilities are maintained in a clean and hygienic condition.
• Ensure that company equipment, furniture, medicines, and other assets are properly maintained.
• Report maintenance requirements, operational difficulties, and staff shortages to the appropriate authority promptly.
• Ensure that all branch activities comply with the standard operating procedures issued by management.
• C. STAFF MANAGEMENT AND PERFORMANCE MONITORINGSupervise, guide, and motivate all employees working at the branch.
• Clearly communicate individual responsibilities, sales targets, and performance expectations to team members.
• Monitor the performance of receptionists, therapists, doctors, and other branch employees, as applicable.
• Conduct regular team discussions to review sales performance, customer feedback, and operational issues.
• Ensure that employees follow company policies relating to attendance, leave, uniforms, discipline, and customer service.
• Report absenteeism, late-coming, misconduct, and performance-related issues to the concerned authority.
• Identify training requirements and support the development of staff members.
• Ensure that all employees follow the prescribed reporting structure and obtain approvals from the appropriate management personnel before making commitments or taking decisions beyond their authority.
• D. CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENTEnsure that every customer receives courteous, professional, and timely service.
• Handle customer complaints and concerns tactfully and escalate unresolved matters to management.
• Maintain good relationships with existing customers to encourage repeat visits and long-term retention.
• Monitor customer feedback and take appropriate corrective action to improve service quality.
• Ensure that customers receive accurate information about treatments, packages, membership plans, and applicable charges.
• Ensure that treatment consent forms and other required customer documentation are completed before treatment, as applicable.
• Coordinate with doctors and therapists to ensure that customer concerns relating to treatments are addressed by the appropriate professionals.
• Maintain customer confidentiality and ensure that customer records are handled responsibly.
• E. BILLING, CASH MANAGEMENT AND ACCOUNTSEnsure that all sales, treatment packages, memberships, and other transactions are entered into the company's authorized software.
• Monitor daily billing, cash collections, digital payments, refunds, and outstanding amounts.
• Verify daily sales reports and ensure that collections are properly accounted for.
• Ensure that cash collections are deposited within the stipulated time and in accordance with company procedures.
• Prevent unauthorized cash handling, unrecorded transactions, and deviations from established billing procedures.
• Ensure that no sales collections are used for unauthorized expenses or mixed with petty cash.
• Coordinate with the Accounts Department to resolve discrepancies in billing, collections, and financial records.
• Ensure that refunds are processed only after following the prescribed verification and approval procedures.
• Maintain proper records of branch expenses and obtain approval before incurring expenses wherever required.
• F. REPORTING AND MANAGEMENT COORDINATIONSubmit daily sales reports, operational updates, attendance information, and other reports within the stipulated deadlines.
• Share daily sales performance against targets with the concerned management team.
• Inform management promptly about significant sales shortfalls, customer complaints, staff shortages, or operational issues.
• Participate in branch review meetings and management discussions as required.
• Prepare action plans for improving sales and operational efficiency.
• Implement instructions, policies, and corrective measures communicated by management.
• Coordinate with the Head Office, Accounts, HR, Operations, and Sales & Marketing teams to ensure smooth functioning of the branch.
• Maintain accurate and up-to-date branch records and documentation.
• G. COMPLIANCE AND DISCIPLINEEnsure strict adherence to company policies, standard operating procedures, and management instructions.
• Ensure that all billing is carried out through the company's authorized software.
• Prevent unauthorized discounts, improper billing, unapproved expenses, and deviations from company procedures.
• Ensure that staff members follow attendance and punch-in/punch-out requirements.
• Maintain confidentiality of company information, sales data, customer records, and internal communications.
• Ensure compliance with applicable healthcare, hygiene, safety, and professional requirements.
• Immediately report any suspected financial irregularities, serious customer complaints, or significant operational risks to management.
• Take responsibility for maintaining discipline, accountability, and professional standards at the branch.

3. KEY PERFORMANCE INDICATORS (KPIs)The Branch Manager's performance will be evaluated based on the following:

1. Sales Target Achievement: Achievement of monthly and daily sales targets assigned by management.
2. Revenue Growth: Improvement in branch revenue and overall business performance.
3. Customer Conversion: Conversion of enquiries into appointments, treatments, packages, and memberships.
4. Customer Retention: Repeat visits, renewals, and customer satisfaction.
5. Staff Productivity: Performance and productivity of branch employees.
6. Operational Efficiency: Smooth functioning of the branch with minimal operational disruptions.
7. Financial Accuracy: Accuracy of billing, cash collections, deposits, and daily sales reports.
8. Reporting Compliance: Timely submission of all required reports.
9. Staff Discipline: Compliance with attendance, punctuality, uniform, and conduct requirements.
10. Policy Compliance: Adherence to company procedures, discount policies, and financial controls.