Job Purpose Statement

To provide powerful branch leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability.  

Responsible for the day to day running of the branch, keeping high level of bank standards and management controls

Key Accountabilities (Duties and Responsibilities)

• Drive branch strategic initiatives to grow new business and increase share of wallet from existing clients
• Monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Business Heads.
• Managing branch portfolio risks in line with the bank’s portfolio appetite.
• Collaborate with Asset Finance, Corporate Banking, Direct Sales Team, and Bancassurance to maximize on cross-selling opportunities.
• Management of borrowing and non-borrowing accounts in the branch to enhance customer loyalty, mitigate against loss and enhance increased business.
• Harness existing and create new competencies in order to achieve competitive advantage.
• Conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators.
• Prepare the branch's annual strategy and review geographical strength to enhance deeper understanding branch and market opportunities.
• Ensure all branch controls, processes & procedures are adhered to at all times through the Branch Operations Manager, Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products.
• Ensure branch performance reports are timely & accurate.

• Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Responsible for strict cost management in the branch.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Always ensure excellent customer experience.
• Contribute to the branch business targets through strict TAT observance and high-level service delivery standards.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA bank Values.
• Oversee in-branch merchandising and ensure the premises reflect a professional bank image.
• Engage customers personally and support them in times of need to foster strong relationships and loyalty.
• Ensures implementation and compliance of the consumer protection principles in the bank.
• Provide strategic direction to staff, aligning team goals with business objectives and local market trends.
• Promote brand visibility through proper merchandising and customer-focused initiatives.
• Develop key relationships with clients and local business influencers to drive branch performance.
• Build, develop, and retain a high-performing team through leadership, coaching, and succession planning.

Job Specifications

Academic:

• Bachelor’s degree in a business-related field
• Master’s Degree will be an added advantage.

Professional:

• Banking training is an added advantage
• Proficiency in computer use including MS Office tools and banking systems

Desired work experience:

• Minimum 5 years’ working experience in Banking, with sound exposure to Branch Operations, Credit Management and Business development, 2 of which should be at a management role; 
• Proven track record of consistently exceeding set targets.
• Leadership skills
• Excellent Bank product knowledge

Job Dimensions

Reporting Relationships: Jobs that report to this position directly and indirectly:

Direct Reports: 3-7

Indirect Reports: 2-21

NCBA Bank Core Value Behaviours

• Driven
• Open
• Responsive
• Trusted

Technical Competencies

• Banking Knowledge
• Credit Risk Analysis
• Audit

• Regulatory compliance knowledge to ensure that the risk management framework meets all regulatory requirements.
• Operations management to ensure efficient and effective distribution and servicing processes.
• Applying Expertise and Technology
• Behavioral Competenies
• Interpersonal Skills
• Collaboration and communication skills to manage relationships with internal and external stakeholders.
• Relationship Management
• Leadership
• Customer relationship management (CRM) to identify cross-selling and upselling opportunities.
• Negotiation Skills: Strong negotiation and prioritization skills especially while dealing with the customers.