Branch Manager

Job purpose:

This role is responsible for business development in the local market, leading the team in the Branch, running efficient operations, delivering effective customer service and quality control of the asset book to ensure it is within the acceptable risk threshold.

Responsibilities and Accountabilities;

Financial Management

• Manage and grow branch business by optimizing the balance sheet and maximize the profitability in line with set targets.
• Manage SME/ Retail Business of the Branch to grow assets and liabilities in order to maintain an effective balance sheet within Branch budgets.
• Grow business in line with the bank’s targeted sectors of the economy in line with set budget.
• Thoroughly review credit applications to reduce the possibility of NPA and proactively manage recovery of NPA in the event of default.
• Manage costs to the lowest possible levels while maximizing revenues to create an acceptable positive cost / income ratio.
• Organize marketing activities within the business area in order to maximize an appropriate growth in business.
• Continuously provide a data base of target markets in the area guided by the market demographics/sectors.

Customer Service

• Oversee the implementation of SLA at Branch level and see that client. deliverables are meet at all levels.
• Provide agreed levels of service within the agreed TAT (turnaround times) and SLAs (Service Level Agreements) of each product, services within each sector.
• Monitor and review customer service in order to retain and develop an optimum customer base. Conduct customer service surveys at Branch level to ascertain the level of customer satisfaction with the service at Business unit.
• Create a data base of all key Branch clients to ensure continuous monthly care calls/visits.

Operational efficiency

• Compliance with internal and external regulatory policies and practices maintaining an appropriate level of risk management within the business unit.
• Clean books of accounts in the Branch with strict adherence to reconciliation targets.
• Zero frauds at the Branch – continuously train and sensitize the Branch team and make sure they are alert at all time.

People Management

• Maintain the appropriate number and caliber human resources in order to deliver exceptional service, achieve targets and maximize the efficiency and effectiveness of the business unit.
• Manage the leave of all staff such that all leave is taken within the year without affecting the Business operations as per policy.
• Mentor and coach staff and execute training programs with the support of HR to make sure that staff are sufficiently trained to perform the roles assigned to them.
• Proactively manage the performance of staff in the branch reviewing performance against targets monthly, recognizing and celebrating achievements and taking corrective action to address gaps.
• Manage the disciplinary and grievance procedures at the branch level.
• Provide career guidance that depicts staff upward mobility/ progression.

Minimum Requirements; Academic and Professional

• 5 years’ experience in all-round banking operations, 2 of which should have been in managerial capacity in a similar organization.
• Strong knowledge of the local banking industry, banking products, banking services and banking regulations.
• Sound knowledge of general banking law and practices and understanding of Prudential guidelines on KYC.
• Experience in retail lending, preparing and processing credit applications.
• University Degree preferably in Business related field from recognized institution by Commission for University Education.
• Master’s degree in a relevant field and Banking/Business professional qualification is added advantage.