Branch Manager - High Density and Growth

Are you an adaptive leader that is passionate about developing high performing teams that deliver specialist advice and outstanding customer service?

We are searching for a Branch Manager who will be responsible for the overall operations of our Melbourne High Density business. With a ‘customer first’ approach, you will have a laser like focus when it comes to delivering customer service excellence and have employed proven strategies focused on retaining and growing a customer base. As a leader, you will also be responsible for ensuring a positive workplace culture and delivering key people initiatives aimed at skill development and employee wellbeing.

What you will be doing

• Provide strong leadership that engages and develops employees, builds capability and fosters a positive, high-performing branch culture
• Lead and support the Growth team member who reports into this role to grow and attract new customers in line with agreed financial targets
• Manage profit and loss for the Melbourne High Density branch, ensuring profitability targets are met for the branch and the individual Relationship Managers and their buildings

• Develop and implement customer retention strategies that lead to positive outcomes
• Role model and promote a customer-centric mindset with accountability to all Key Performance Indicators to maintain a sustainable business
• Increase customer satisfaction results and engage with key clients to understand customer journeys and experience
• Play an active role in escalated matters and resolve with a positive outcome
• Manage the risk register and employ tactics to mitigate identified risk
• Ensure processes and procedures are adhered to and that systems are used correctly
• Facilitate change management activities and support national initiatives
• Have a continuous improvement mindset and provide feedback for opportunities to innovate to help simplify strata

What you need to bring to the role

• Proven ability to lead, engage and develop employees to build capability and support a positive, high-performing branch culture
• Background or qualifications in Management, Real Estate, Business, Finance or other related discipline
• Previous experience in strata
• Financial management experience , commercial acumen
• Experience in delivering customer service excellence
• Excellent internal and external stakeholder management skills, and experience working in a matrix structure

What’s in it for you?

• Work alongside experienced leaders and supportive teams, with mentoring, regular one-on-ones and the autonomy to make a meaningful impact
• Build a long-term career through individual development plans, leadership training, study assistance, coaching and internal progression opportunities
• Enjoy flexibility and wellbeing support, including hybrid working after probation, birthday leave, the option to purchase additional leave, wellbeing initiatives, EAP support and regular team events
• Be recognised and rewarded through market-informed remuneration, employee and business referral rewards, customer review incentives, values recognition, novated leasing and employee discounts
• Access modern tools, data insights and AI investment designed to reduce administration, simplify work and help you deliver excellent outcomes for customers and communities

About Smarter Communities
Smarter Communities is one of the largest community management companies in Australia. Each of our local brands across New South Wales, Queensland, South Australia and Victoria specialise in strata, body corporate or community titles management.

The Smarter Communities vision is to simplify and modernise strata management to help people to live and work better together. As a family-owned and operated business, we bring genuine care, integrity and strong relationships to the way we support our people and serve our clients. Our local branch structure enables personalised service and strong community connections, while our national footprint provides employees with broader career development and relocation opportunities across the business