Business Manager, Customer Network

Role Overview

This position sits at the heart of the bank’s Customer Network function, supporting the Customer Network Director in shaping and delivering the strategy for the branch and physical channel network. Day to day, you will turn raw performance data into clear management information, track branch-level delivery against growth targets, and coordinate the practical steps needed to expand or optimise the network. Your work directly influences where branches are placed, how well they perform, and how the bank’s retail strategy is executed on the ground.

Key Responsibilities

• Help build and refine the Customer Network Strategy by gathering input from business heads, cluster teams, and other stakeholders, then track how well the strategy is being delivered across the network.
• Monitor branch performance against growth expectations, assessing profitability, customer accessibility, and usage levels to identify where improvements or expansion are needed.
• Support the identification and planning of new branch locations, using market research and channel data such as ATM usage patterns to inform recommendations.
• Prepare clear, well-structured performance reports and management information packs on complex or high-volume issues, covering shareholders, customers, community, and employees for senior leadership.
• Act as the key interface between the Customer Network team and other departments on strategy, premises, and channel-related initiatives, ensuring project milestones are met and risks are escalated promptly.
• Own retail premises issues, including managing relocations, identifying vacant space, and coordinating with third parties and internal functions.
• Assist in setting individual and team performance targets, produce dashboards and league tables, and provide detailed monthly analysis of actual achievements against planned targets.
• Monitor competitor activity, review market benchmarks, and support the rollout of Agile ways of working to speed up delivery and improve responsiveness to customer needs.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field; a Master’s degree is a plus.
• Several years of experience in retail banking, branch network management, business performance analysis, or a closely related role.
• Strong understanding of retail business goals, the sales process, and the products, policies, and legislation relevant to physical banking channels.
• Familiarity with the legal processes involved in physical channels and a sound working knowledge of competitor products and services.
• Excellent planning and organisational skills, with the ability to manage multiple projects, deadlines, and stakeholders simultaneously.
• Strong communication, presentation, and influencing skills, comfortable engaging with people at all levels and representing the bank in high-profile situations.
• Good numeracy and analytical skills, including the ability to perform financial analysis and turn raw data into actionable insight.
• Solid PC skills, including proficiency with spreadsheets, reporting tools, and presentation software.
• A high level of drive and determination, with a quality-conscious mindset, sensitivity in handling varied situations, and a strong customer service orientation.