Franchise Support Manager

H&R Block, Inc. • Kansas City, MO

72d

About The Position

This position serves as a primary point-of-contact for franchisees within a centralized franchise operations support group, providing support for a wide range of operational, logistical and client service issues. The position will require creative on-the-spot problem solving as well as an ability to work effectively with all H&R Block functional support organizations to bring the necessary expertise to bear on franchisee issues. Individuals in this role will need to develop strong knowledge of systems, processes, policy, and procedures that impact day-to-day operations and preparation for client service.

This individual will ensure verification of franchisee compliance with all directives, and will escalate and follow-up on escalated issues, as necessary. The role facilitates effective communication between franchisees, field leaders and internal support teams. The Franchise Support Manager will report to the Manager - Franchise Operations.

Requirements

• Bachelor's degree in a related field or the equivalent through a combination of education and related work experience
• 5 years Minimum related work experience
• 2-4 years operational experience in retail, service, or similar work environment
• Project or Process management experience
• Ability to solve problems, and to coordinate with others to help solve problems
• Effective oral, written, and interpersonal communication skills
• Ability to develop effective relationships
• Ability to work independently
• Ability to manage a multi-project workload; strong organizational and planning skills
• Ability to work effectively in a team environment
• Ability to make independent decisions; assume complete responsibility for work and related decisions
• Understanding of the dynamics of franchise/company owned environments

Nice To Haves

• Knowledge of H&R Block Field US Tax organization, systems, and processes, especially Block franchise operations

Responsibilities

• Provide direct support to franchisees to ensure operational and logistical year-round readiness
• Manage and support end-to-end issue resolution for franchisees' operational and logistical issues/questions
• Assist with client service issues, technical or procedural questions/issues, conducting basic application training, coaching on systems navigation, answering "How-to" questions, etc.
• Facilitate coordination of other field support services to resolve issues that require additional or specialized help
• Manage assigned compliance activities to include communicating compliance directives to franchisees, ensuring actual compliance with directives, following up with non-compliant franchisees, and escalating through the designated chain of command, as appropriate
• Proactively communicate with and support franchisees regarding all run-the-business operational tasks, and, with new programs/services, to ensure full understanding and completion of required actions.
• Keep field management and chain of command informed of franchisee readiness status and issues, as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees