Purpose of the job
The Burial Services Branch Manager in funeral services is responsible for:
- A moderately complex sized branch and for overseeing daily operations, staff, client services, and compliance at a funeral home or burial services branch.
- Balance business management with compassionate service delivery, ensuring families receive dignified care while the branch remains financially sustainable.
- Oversee scheduling, facilities, vehicles, and service delivery. Recruit, train, and manage funeral directors, administrative staff, and support teams.
- Ensure families receive empathetic guidance and personalized funeral arrangements.
- Maintain adherence to health, safety, and legal regulations.
- Manage budgets, revenue, and cost control. Build relationships with local clergy, vendors, and community organizations.
Key Results Areas
Leadership and Direction
- Communicate the actions needed to implement the function’s strategy and business plan within the team.
- Explain the relationship to the broader organization’s mission, vision, and values.
- Motivate people to commit to these and to do extraordinary things to achieve local business goals.
Organizational Capability Building
- Use the organization’s formal development framework to identify the team’s individual development needs.
- Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities.
- Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfil personal potential.
Branch Operations
- Manage short and medium-term branch operations for a complex branch or group of branches or for a significant area.
Customer Service
- Manage a medium-to-large-sized customer service area or several customer service sections, with guidance from senior colleagues.
- This will include solving complex issues in order to meet customer service standards.
Sell Customer Propositions
- Configure a complex product-and-services solution and associated contractual terms that meet the customer’s mid to long-term needs, taking input from relevant internal specialists.
- Present the solution to customer representatives and negotiate agreement within a predefined range of commercial parameters.
- Review sales proposals from team members and authorize those that deviate from standard terms, escalating issues to senior management where appropriate.
Insurance Policy Information
- Explain product status, features, and benefits.
- Resolving complex queries and providing appropriate guidance to enable customers to realize value from the product.
Budgeting
- Develop and/or deliver budget plans with guidance from senior colleagues.
Insurance Policy Information
- Explain product status, features, and benefits.
- Resolving complex queries and providing appropriate guidance to enable customers to realize value from the product.
Organizational Risk Management
- Develop and/or deliver a contingency plan for significant aspects of risk management and/or risk control process.
Operational Compliance
- Monitor and review performance and behaviors within area of responsibility.
- Identify and resolve noncompliance with the organization’s policies and relevant regulatory codes and codes of conduct.
Events Planning Delivery and Reporting
- Plan and coordinate the delivery of major events to ensure that they are on schedule and within budget.
- Meeting all deadlines and coordinating activities of all other parties involved in the design, development, sales, marketing, and delivery of the events.
- Oversee an area of adverse events reporting operations or processes for numerous large-scale, complex products or services.
Stakeholder Engagement
- Foster strong community ties and long-term client relationships.
Performance Management
- Manage and report on the performance of a substantial, diverse team.
- Set appropriate performance objectives for direct reports or project team members.
- Hold individuals accountable for achieving deadlines.
- Take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
Minimum Qualifications & Experience
- NQF Level 7 – Degree, Advance Diploma, Postgraduate Certificate or equivalent.
- Minimum 5 years’ experience in managing personnel.
- Knowledge of the funeral industry will be an advantage.
- Strong knowledge of business, management, and customer service principles ·
- Experience in supervising and directing people and other resources to achieve specific end results within limited timeframes.
- Experience in handling a wide range of situations and providing guidance to others.
Technical Competencies
- Report Review
- Presentation Techniques
- Managing resistance
- Customer Service Delivery
- Action Planning
- Project Management
- Policies & Procedures
- Insurance Principles and Practices
- Change Management
- Strategic Planning
- Presentation Solutions
- Planning & Organisational skills
- Identify Customer needs
- Call Handlin
Behavioural Competencies
- Builds effective teams
- Business insight
- Communicates effectively
- Instils Trust
- Customer focus
- Develops Talent
- Drives engagement
- Drives results
- Ensures Accountability
- Manages Complexity
- Optimizes work processes
- Organisational Savvy
- Plans & Aligns
- Strategic Mindset
- Values differences
Employment Equity
Two Mountains is committed to transformation and employment equity. Preference will be given to candidates from designated groups, with specific consideration for People with Disabilities.
Applications
Interested candidates are invited to submit their CVs and applications to: HRBurialservices@twomountains.co.za
Closing Date: 26 June 2026 If you do not hear from us within 14 days after the closing date, please consider your application unsuccessful.
