Regional Manager

Job Title: Regional Manager

Department: Province Department

Key Responsibilities:

1. Branch Operations Management

• Supervise daily branch activities to ensure smooth and efficient service delivery.
• Enforce Company policies, SOPs, and operational procedures across all functions.
• Ensure proper maintenance of branch facilities, equipment, and infrastructure by coordinating repairs and upgrades when necessary.
• Develop and control the branch’s operational budget, tracking expenses and reporting any variances.
• Maintain accurate and compliant records, registers, and documentation as per Company requirements.

2. Sales, Revenue & Business Development

• Lead the branch sales team to achieve and exceed subscription and revenue targets.
• Plan and execute local marketing initiatives in collaboration with the marketing department to enhance brand visibility and market reach.
• Identify and secure B2B and corporate clients, managing the full sales cycle from prospecting to onboarding.
• Monitor ARPU trends and promote upselling and service upgrades among existing customers.
• Analyze market trends, competitor activities, and customer feedback to recommend improvements in products, pricing, and services.
• Ensure accurate and timely billing, collections, and payment reconciliation processes.

3. Customer Experience & Service Quality

• Promote a customer-centric culture, ensuring professional and responsive service delivery.
• Track customer satisfaction metrics (CSAT) and implement corrective measures when needed.
• Oversee the resolution of customer complaints within defined SLAs and communicate outcomes effectively.
• Reduce churn by identifying at-risk customers and implementing retention strategies.
• Conduct regular engagement with key customers to strengthen relationships.

4. Network & Technical Oversight

• Coordinate with technical teams to maintain network uptime of at least 99.5% each month.
• Monitor service requests and ensure timely fault resolution in line with MTTR targets.
• Escalate major technical issues to higher-level support teams and ensure prompt resolution.
• Approve technician schedules to ensure adequate support for installations, maintenance, and emergencies.
• Maintain a strong understanding of the branch’s network infrastructure and coverage.

5. People Management & Team Leadership

• Lead and manage all branch personnel, including sales, support, technical, and administrative staff.
• Set performance goals, conduct evaluations, and implement improvement plans where required.
• Identify training needs and coordinate with HR for staff development programs.
• Manage attendance, leave, and scheduling to ensure consistent operational coverage.
• Foster a positive, inclusive, and high-performance workplace aligned with Company values.
• Support recruitment and onboarding of branch staff in collaboration with HR.

6. Compliance, Reporting & Governance

• Ensure full compliance with regulatory requirements, Company policies, and applicable laws in Nepal.
• Prepare and submit accurate operational, financial, and performance reports to senior management.
• Conduct internal audits and address gaps identified during compliance reviews.
• Maintain all necessary licenses, permits, and regulatory approvals.
• Ensure strict adherence to data privacy and information security protocols.

7. Branch Inventory & Asset Management

• Take full responsibility for all Company assets at the branch, ensuring inventory records are accurate and up to date.
• Ensure timely recovery of Company equipment from inactive customers and proper dispatch to the Central Store with complete documentation.
• Conduct quarterly physical stock checks, report discrepancies immediately, and ensure secure storage of high-value items.
• Be personally accountable for any inventory losses resulting from negligence or poor record-keeping.

8. Strategic Responsibilities

• Contribute to the branch’s annual business planning, aligning targets with overall Company strategy.
• Report significant business opportunities to senior management as per contractual requirements.
• Represent the Company professionally in interactions with customers, government authorities, vendors, and other stakeholders within the branch’s service area.

Location: Butwal, Pokhara, Nepalgunj, Chitwan