Retail Branch Manager

Location: Harlow

Hourly Rate: £13.50

Contracted Hours: 30 hours

How you’ll support our purpose:

As a Branch (Bureau) Manager, you’ll be the heartbeat of our retail FX business, leading your branch to success through outstanding leadership, customer focus, and financial acumen. You will be responsible for driving sales, ensuring compliance with financial regulations, and delivering an exceptional customer experience while managing day-to-day operations.

You will lead from the front, inspiring your team to meet and exceed performance targets. By leveraging data-driven insights, optimising processes, and implementing best-in-class customer experience, you will contribute to the overall success and growth of the business, whilst empowering your team to exceed expectations and adapt to the evolving financial landscape, leading the way as the ‘foreign exchange expert’.

What you'll be doing on a day-to-day basis...

Sales & Business Growth:

• Own the performance of your branch, driving revenue and profitability by maximising sales.
• Identify opportunities to increase sales through promotions, product knowledge, and exceptional customer service.
• Work with your Area Manager to deliver specific plans & objectives which are aligned with the Regional Retail plan and business goals.
• Review performance and KPI data to make informed decisions, understand the root of the issues and create timely actions for your bureau to improve and branch performance.
• Coach colleagues to identify opportunities for upselling and cross-selling our products to drive additional sales opportunities.
• Coach team members on the sales conversation to meet & exceed individual and branch KPIs.

Customer Experience & Brand Representation:

• To provide high levels of customer service, acting as the first point of contact for all customers, and dealing with complaints quickly and effectively.
• Train and develop your team to deliver a seamless and engaging customer experience in your branch, advocating for customer-first thinking and ensuring a personalised experience.
• Proactively gain customer feedback to understand how we can improve our daily offer and build their feedback into weekly calls and interactions to improve performance.
• Uphold our eurochange brand standards, ensuring that the bureau reflects our purpose and values.

Team Leadership & Development:

• Lead, coach, and mentor your team to achieve high performance, engagement, and career growth.
• Coach and develop your team on best practices, branch standards, overs & shorts, stock management, sales techniques, and compliance with Anti-Money Laundering (AML) regulations and adherence to all company procedures.
• Coach your team to deliver the eurochange sales framework, completing observations and spot checks to ensure this lives and breathes across the bureau.
• Ensure full compliance for your team with our learning and development requirements.

Operational Excellence & Compliance:

• Oversee daily bureau operations, ensuring efficiency and adherence to best practices.
• Maintain full compliance with Anti-Money Laundering (AML) and Know Your Customer (KYC) regulations.
• Conduct audits, cash handling checks, and risk assessments to mitigate potential issues.
• Ensure all transactions are completed accurately, securely, and in line with regulatory requirements.
• Coach colleagues to improve audit scores and develop action plans based on audit results.
• Provide technical expertise on the POS ‘Xtris’ system and related processes, ensuring colleagues are trained, well-informed and capable.

Audit & Compliance

• Perform scheduled and ad hoc audits on your bureau
• Maintain up-to-date, detailed records for all reviews and outcomes
• Ensure alignment with internal procedures and regulatory standards

Financial & Risk Management

• Take full accountability for financial performance, cost control, and cash flow
• Conduct regular cash reconciliations, managing discrepancies and minimising loss.
• Implement eurochange’s AFC (Anti Financial Crime) & fraud prevention measures and enforce our security protocols

Stakeholder & Relationship Management:

• Build strong relationships with internal teams, including Area Managers and head office departments such as Branch Support, Customer Support and Currency Team.
• Keep listening and learning, being the voice of the colleagues at the forefront to influence business decisions.

Key Experience & Skills

• Experience in retail, banking, or foreign exchange, with a track record of sales success.
• Ideally experience leading a team.
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Good Financial acumen, with experience managing budgets, cash handling, and risk controls.
• A good understanding of AML, KYC, and financial compliance regulations.
• A customer-first approach with excellent service and relationship-building skills.
• Exceptional organisational skills, attention to detail, and ability to manage multiple priorities.