Retail Hub Manager

Job description


Key Duties & Responsibilities:

  • Develop & implement a Local Marketing Plan to build the franchise & local embeddedness
  • Provide active and dynamic leadership to the hub team, developing a high performance environment and culture,  ensuring consistently high levels of capability and engagement
  • Ensure that key product weekly reviews take place to include relevant colleagues
  • Implement the company Great Sales Week & all associated components to an effective standard
  • Develop & deliver a focused Customer Experience Plan with your team, ensuring the correct behaviours are displayed and all customer metrics are delivered to the standards required – Right First Time, Mystery Shopping, Pulse, Task Management, Complaint Management
  • Ensure that Coaching Model is robust & fully operational in hub
  • Deliver a dynamic, highly productive Workplace Banking Plan in collaboration with colleagues
  • Deliver specific sales targets and KPI’s as agreed with Area Manager;
  • Deliver customer acquisition and cross-sales targets
  • Ensure comprehensive Mortgage Sales Plan is in place to deliver mortgage completions and Insurance/Protection penetration  rates at 60%
  • Ensure Hub Governance, Controls & Hub Operating procedures are robust and implemented consistently and hit the agreed benchmarks;
  • Building strong relationships with key business & social leaders through proactive networking and relationship management. 

Knowledge, Education & Experience:


  • QFA qualified and committed to further continuous development
  • Relevant third level qualification or professional equivalent.
  • Proven Customer Experience skills required
  • The successful candidate will typically have 7-10 years’ experience within a similar environment
  • Proven Sales management skills are a prerequisite for this role including coaching the team and colleagues


Essential Skills & Abilities:


  • A natural networker who is externally focused with a proven track record of developing productive business relationships across the broader marketplace
  • Understands the Digital arena and how businesses leverage this
  • Proven track record in leading and developing high performance teams, consistently delivering ambitious business targets
  • Strong communication skills with an ability to deal with all levels in a confident and professional manner
  • Proven ability to develop, coach and manage individual and team performance across a balanced scorecard
  • Highly productive individual who can identify and focus on the right things
  • Results focused with the ability to create a dynamic, high performance environment and culture
  • Developing and implementing integrated sales performance standards and reporting systems.
  • End-to-end process improvement