Job Purpose Statement

To deputise the branch manager in overall branch leadership, ensuring that proper processes,  procedures and controls are adhered to at all times. Support and ensure provision of Excellent Customer Experience. 

Responsible for the day to day branch operations ensuring timely opening and closing of the branch, service to the customers for all services, keeping high level bank standards. 

Key Accountabilities (Duties and Responsibilities)

• Ensure proper controls, processes & procedures are adhered to at all times as per the laid down NCBA bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
• Ensure branch is opened & closed as per the approved timelines. Operations staff to be ready to serve customers. 
• Branch must maintain cleanliness and tidiness as per the NCBA Bank standards.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products. Ensure adherence to  all KYC & AML processes with regards to new business and acceptable TAT is observed at all times. 
• Ensure all relevant units are coordinated at all times to maintain efficient banking services to customers.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Ensure that relevant approvals for all transactions are sought  at all times as guided by policies. 
• Ensure that the branch achieves a minimum of Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions .sighted
• In conjunction with the BM, you are responsible for strict cost management in the branch i.e. reviewing all service provider quotations before the work can proceed.
• Ensure all relevant reports are submitted on timely basis.

• Ensure you and your team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by  adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicious transactions, safeguarding records and not tipping off customers”.
• Together with the BM, create ownership of the branch strategy and targets. Agree branch business plans/ strategies and business goals for the branch aligned to the bank’s overall growth strategy. 
• Ensure new business is properly booked and all income due to the Bank in terms of charges, commissions, and fees are collected as per the ruling tariff.
• Ensure branch performance reports are timely & accurate.
• Meet the set targets on new opened accounts and average  funding balances.
• Lead the branch operations team in supporting the branch to achieve its customer retention objectives, acquisition and growth goals. Support will include: achieving personal sales goals for all products as outlined in the targets as well as  participating and leading branch sales promotions.
• Active management of the non-RM managed accounts
• Monitor the counter service to ensure minimal or no queue by having a work plan for both peak and off peak periods.
• Ensure customers are well informed of NCBA Banks products by equipping the notice board in the banking hall with relevant and up to date information as well robust cross sell activities in the branch.

Job Specifications

Academic:

• A University degree(Holders of a Business related degree will have added advantage)
• Master’s Degree will be an added advantage

Professional:

• Professional Banking Qualification (AKIB) or Accounting qualifications will have added advantage.

Desired work experience: 

• Minimum 4 years’ proven working experience in a Banking environment, with sound exposure to Branch Operations & Processes, 3 of which should be at a management level; 2 within a branch operations role and at least two 2 within customer service role. 
• Good understanding of the bank’s systems.
• Proven track record of consistently meeting customer expectations and exceeding set targets.
• Excellent Bank product knowledge
• Versatility, flexibility, passion and commitment to quality Customer experience/Service delivery.

Job Dimensions

• Reporting Relationships: jobs that report to this position directly and indirectly
• Direct Reports 2-5
• Indirect Reports 5-1

NCBA Bank Core Value Behaviours

• Driven
• Open
• Responsive
• Trusted

Technical Competencies

• Risk Management
• Regulatory compliance to ensure adherence to relevant laws and regulations.
• Audit
• Analytical thinking - Able to analyse and interpret complex financial data and draw insights from it.

Behavioral Competenies

• Leadership
• Communication Skills
• Interpersonal Skills
• Negotiation Skills