Branch Managers (7)

Job Purpose

Responsible for the overall leadership, management, growth, and profitability of the branch business. This includes implementing an efficient and effective operational, risk management, customer service, and sales culture while championing the migration of customers to electronic business channels and promoting the usage of agency banking and merchant business.

Main Responsibilities

• Contribute to and take appropriate actions in cascading and implementing the Retail Banking Strategy in the area where the branch operates, ensuring the bank’s retail objectives are met for sustainable business growth.

• Manage the branch’s liability and asset portfolios to ensure profitability, competitiveness, and responsiveness to changes in both internal and external environments.

• Drive a sales culture within the branch staff to grow Non-Funded Income (NFI), increase products per customer, enhance share of wallet, and maintain a quality customer base while ensuring staff productivity.

• Oversee branch operations to ensure superior customer service, reduce operating costs through efficient resource utilization, and prevent fraud and losses by implementing strong corporate governance and compliance with bank policies and procedures.

• Monitor and manage customer complaints, continuously review service delivery standards, and oversee branch human resources to maintain the highest service standards.

• Coach, mentor, and develop a high-performing team while ensuring an effective performance management framework.

• Promote customer migration to electronic business channels, including Mobile Banking, Internet Banking, and Cards, while ensuring high performance of alternative channels such as Agency Banking and Merchant Business.

• Ensure branch processes operate within agreed Turnaround Times (TAT) to maintain high levels of customer satisfaction.

Educational Qualifications & Work Experience

• Bachelor's degree in Management, Business, or a related field.

• A master’s degree in a business-related field is an added advantage.

• More than 8 years of experience in Team Leadership, Sales, Relationship Management, Credit, and Bank Operations in a commercial bank setting.

• Demonstrated advanced knowledge of all credit-related regulations.

• Proven leadership experience.

• Excellent communication and stakeholder management skills.