Branch Operations Leader: Elevate Customer Experience

RED ONE NETWORK SDN. BHD.; Seremban; On-site; MYR 67,000 - 100,000; Full time

Job summary

RED ONE NETWORK SDN. BHD. is seeking an Executive, Branch to support the smooth operations of RED ONE Retail Outlets.

This role will involve customer service, branch operations, team coordination and outlet performance while ensuring service standards and policies are consistently followed. Key responsibilities include driving customer satisfaction, resolving issues per SLA, mentoring staff, and coordinating with HQ to implement new initiatives across multiple retail locations.

Qualifications

• Diploma or degree in business administration, retail management, customer service, or related field.
• 3–5 years of experience in retail operations or branch management.
• Proven ability to coach and develop a team; manage customer service and operations.

Responsibilities

• Ensure business operations run smoothly and efficiently at RED ONE Retail Outlets.
• Drive customer satisfaction, loyalty and retention while supporting revenue growth at the branch.
• Take ownership of customer issues and complaints, ensuring timely resolution in line with SLA.
• Maintain accurate records of customer service actions, discussions and operational matters.
• Monitor risk management procedures and analyze recurring issues for further improvement.
• Propose and implement improvements to service procedures, policies and standards.
• Monitor and manage branch costing, expenses and resource utilization.
• Recruit, mentor and develop customer service agents and foster an environment where the team can perform and grow.
• Conduct regular briefings, training and meetings to ensure the team is aligned with guidelines, findings and policies.
• Monitor service quality and ensure consistency with RED ONE policies and standards.
• Maintain proper records of investigations, disciplinary actions and outcomes.
• Analyze outlet statistics and prepare accurate reports for management.
• Coordinate with relevant HQ and internal departments on operational matters and initiatives.
• Ensure timely and successful implementation of business initiatives.
• Perform other ad-hoc duties as assigned.

Skills

Customer service mindset

Branch operations

Cost control

Resource management

Analytical thinking

Communication skills

Interpersonal skills

Organizational skills

Problem-solving

Proactive

Education

Diploma or Bachelor's Degree in Business Administration, Retail Management, Customer Service, Management

Job description

RED ONE NETWORK SDN. BHD. is seeking an Executive, Branch to support the smooth operations of RED ONE Retail Outlets.

This role will involve customer service, branch operations, team coordination and outlet performance while ensuring service standards and policies are consistently followed. Key responsibilities include driving customer satisfaction, resolving issues per SLA, mentoring staff, and coordinating with HQ to implement new initiatives across multiple retail locations.