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Branch Manager
2 months ago
Job Summary:
Careers@Gov is seeking a highly skilled Branch Manager to oversee the operations of a library branch, ensuring efficient and effective service delivery to the community.
Key Responsibilities:
- Oversee the day-to-day operations of the library branch, ensuring that all activities are conducted in a manner that promotes a positive service experience for customers.
- Maintain a strong service culture within the library, fostering a team environment that encourages staff to deliver exceptional customer service.
- Ensure that customer queries and feedback are promptly addressed, and that root causes are identified and addressed to implement improvements.
- Regularly communicate with staff to ensure that ISO Quality Management Standards are adhered to, and that crisis management and ground crisis response activities are effectively managed to ensure public safety.
- Monitor and report on Key Performance Indicators (KPIs) to ensure that proactive measures are taken to meet performance targets.
Collection Management and Promotion:
- Ensure that the library's collection is relevant and up-to-date, and that awareness of library collections is fostered among the community to promote reading interest.
- Promote library usage through curated library activities and programs, and promote library services by actively engaging customers on the usage of NLB digital platforms.
- Develop plans for community engagement with surrounding communities and partners to promote the use of library services.
Staff Supervision, Development, and Volunteer Management:
- Oversee branch staff and guide them as required to ensure that staff deliver desired outcomes for the library.
- Design developmental plans for staff to meet current and future job needs.
- Design meaningful roles for volunteers to contribute to library operations, programs, and activities.
Whole of Public Library Operations:
- Contribute to the overall development of standards, policies, processes, and implementation of initiatives for related functions for the entire library network through function team and project involvement.
Requirements:
- 5 to 8 years of relevant working experience, preferably with at least 3 years of supervisory experience.
- Skills in interpreting and analyzing user/client information needs.
- Systematic, meticulous, with strong process management skills.
- Experience in customer service with the ability to empathize with the difficulties that customers may face.
- Competent in the use of performance planning/management and budgeting tools.
- Good command of English and communication skills (writing and speaking).
- Strong team player, ability to lead and motivate team; good networking and relationship-building skills.
- Library administrative skills and certification would be beneficial.