Senior Executive, Franchisor Relations

Perbadanan Nasional Berhad (PNS); Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading franchise management organization seeks a Senior Executive in Kuala Lumpur to manage franchisor relations, ensuring strategic partnerships and compliance within the Pernas ecosystem. The role involves monitoring franchise operations, conducting site visits, and addressing franchisor needs. Candidates should possess a Bachelor's degree in Business Administration and have 3-5 years of experience in franchise management or business development. Strong relationship management and communication skills are essential.

Qualifications

• Minimum 3–5 years of relevant experience in franchisor/franchise management.
• Experience in monitoring business performance or operational oversight is preferred.
• Exposure to banking or corporate environments is an advantage.

Responsibilities

• Serve as the primary relationship manager for franchisors.
• Conduct compliance site visits to assess performance and operational quality.
• Monitor franchisee accounts linked to franchisors with Pernas financing.

Skills

Relationship Management

Business Acumen

Programme & Project Management

Analytical Skills

Communication Skills

Collaboration

Problem-Solving

Education

Bachelor’s degree in Business Administration or related field

Master’s degree in Business Administration (MBA)

Tools

Microsoft Office Suite

CRM tools

Job description

Senior Executive –Franchisor Relations acts as a relationship manager for franchisors within the Pernas ecosystem. The role is responsible for building and maintaining strategic partnerships, supporting business growth, sustainability, and compliance.

Key responsibilities include managing end-to-end franchisor engagement through structured communication, site visits, performance monitoring, facilitating access to Pernas financing and development programmes, overseeing franchisee repayment, and ensuring alignment with corporate policies. The role ensures franchisor needs are addressed while protecting Pernas’ commercial and reputational interests.

ROLES AND RESPONSIBILITIES

1.0 OPERATIONS

1.1 Franchisor Relationship Management

Serve as the primary relationship manager for appointed franchisors to ensure ongoing business alignment and partnership growth.

Build strong, professional, and trusted relationships with franchisors and ecosystem stakeholders.

Organise and lead franchisor engagement sessions, dialogues, and knowledge-sharing activities.

Maintain regular touchpoints to understand franchisor health, challenges, business strategies, and expansion priorities.

Develop, implement, and maintain the Franchisor Relations Standard Operating Procedures (SOP) to ensure structured and consistent relationship management practices.

1.2 Monitoring & Site Visits

Conduct business and compliance site visits to franchisor offices to assess performance, operational quality, and developmental needs.

Prepare site visit reports and propose action plans to address gaps or improvement areas.

Monitor franchisor business health, operational capacity, brand development, and alignment under Pernas requirements.

1.3 Financing Performance Oversight

Monitor franchisee accounts linked to franchisors with Pernas financing to ensure timely instalment repayments.

Identify and flag potential risks in repayment behaviour; coordinate internal escalation and recovery actions.

Collaborate with internal financing teams to provide structured support, turnaround or monitoring interventions.

Proactively identify franchisor expansion and capability needs and recommend suitable Pernas solutions (financing, training, development programmes).

Drive franchisor participation in Pernas facilities to maximise partnership value.

Assist franchisors in planning and executing expansion strategies, including new market opportunities.

Develop comprehensive reports on franchisor engagement, operational monitoring, site visits, repayment status, and risk indicators.

Maintain updated franchisor CRM-style profiles capturing business status, development stage, financing standing, and risk.

Support preparation of management papers, departmental dashboards, and presentations.

2.0 SUPPORT & COORDINATION

Work closely with internal functions (Credit, Legal, Product Development, BIT, etc.) to resolve franchisor issues, optimise support, and align priorities.

Contribute to planning of annual business targets, budgets, and activity schedules for the section.

3.0 OTHERS

Participate in franchise promotional activities, exhibitions, seminars, trade missions, and outreach initiatives to strengthen ecosystem presence.

Maintain professional networks with ministries, agencies, consultants, and associations for effective information exchange.

Attend meetings, discussions, and engagements initiated by KUSKOP, ministries, agencies, or relevant stakeholders as instructed.

Comply with directives from the Section Head and Department Head and provide support for organisational initiatives as required.

Perform other related duties assigned by superiors or management.

JOB REQUIREMENTS:

1. Academic Qualifications

Bachelor’s degree in Business Administration, Management, Finance, Marketing, or related field.

A Master’s degree in Business Administration (MBA) or relevant professional certification is an advantage.

2. Work Experience

Minimum 3–5 years of relevant experience in franchisor/franchise management, business development, or relationship management.

Experience in monitoring business performance, franchise financing, or operational oversight is preferred.

Exposure to banking, financial institutions, or corporate environments—particularly in SME, franchise ecosystems, or in managing corporate/SME client accounts—will be an added advantage.

3. Core Competencies & Skills

Relationship Management: Proven ability to build and maintain strong, professional relationships with franchisors, stakeholders, and ecosystem partners.

Business Acumen: Solid understanding of franchising operations, business models, and financial performance monitoring.

Programme & Project Management: Ability to organise and manage engagement sessions, site visits, development programmes, and expansion initiatives.

Analytical Skills: Capability to analyse franchisor operational health, identify risks, and propose actionable solutions.

Communication Skills: Excellent verbal and written communication for preparing reports, presentations, dashboards, and proposals.

Collaboration: Strong teamwork skills to coordinate with internal departments (Credit, Legal, Development, etc.).

Problem-Solving: Ability to handle escalations, manage repayment risks, and recommend corrective actions.

4. Technical Skills

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Familiarity with CRM tools or franchisor database management systems is an advantage.

Knowledge of financial performance monitoring and reporting metrics for franchisors and franchisees.

5. Personal Attributes

High level of integrity, professionalism, and accountability.

Self-motivated, proactive, and capable of working independently under minimal supervision.

Strong organisational skills with attention to detail.

Adaptable to travel for site visits, meetings, and industry events as required.

6. Responsibilities Alignment Criteria (Job Suitability Assessment)

Demonstrated experience in relationship management with multiple stakeholders.

Evidence of success in franchise or business monitoring, including compliance and operational oversight.

Capability to plan, organise, and execute franchisor engagement sessions and site visits.

Proven record in facilitating access to financing, development programmes, or business growth initiatives.

Ability to prepare high-quality reports, dashboards, and presentations for management review.

Willingness to represent the organisation at exhibitions, trade missions, seminars, and government/agency meetings.

7. Additional Requirements

Willing to travel frequently for site visits, stakeholder engagement, and franchise-related events.

Must be willing to comply with directives from Department Head, Chief Business Division, and support organisational initiatives as required.