What are the responsibilities and job description for the Franchise Support Manager position at H&R Block?
Our Company
We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
What you'll do...
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.
Day to day, you'll...
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
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We care about helping people. Our purpose is to provide help and inspire confidence in our clients and communities everywhere. Our associates feel a sense of belonging in an inclusive place with an amazing history and a sharp focus on our future. Our connected culture is who we are and how we work together to achieve our strategies, accelerate our transformation, and achieve extraordinary results. It’s an exciting time to be a part of H&R Block!
What you'll do...
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.
Day to day, you'll...
- 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.
- 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
- Knowledge of H&R Block Field US Tax organization, systems, and processes, especially Block franchise operations
Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey. You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
Specific benefits may vary based on your role. For detailed eligibility requirements and benefits information, visit blockbenefits.com.
Equal Opportunity Employer: H&R Block does not tolerate discrimination based on a person’s race, color, religion, ancestry, age, sex/gender (including pregnancy, childbirth, related medical conditions and sex-based stereotypes and transgender status), sexual orientation, gender identity or expression, service in the Armed Forces, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
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