Branch Manager

To effectively manage the Branch to deliver sales and budget targets, offer high level of customer service, and create a challenging and healthy environment where staff can develop. This includes ensuring branch is fully compliant with operations and credit.

Key Responsibilities

Core Responsibilities

Generic Accountability

• Ensure adequate staffing of each department within the branch

• Manage selection of branch sales staff

• Complete appraisal forms and collect input from the segment area manager and send completed form to AM to handover to HR.

• Be visible to customers and staff.

Job Specific Accountabilities

• Ensures that the branch is running smoothly and effectively

• Maintain high level of customer service and handle customer complaints with TAT.

• Implement transformation initiatives as part of the LEAP program (e.g,. Customer programs, new roles)

• Implement Consumer Banking sales initiatives (e.g., products to push, sales campaigns, ways to approach customers, etc.)

• Develop and implement further sales initiatives (e.g. bring in new business using personal contacts, direct sales force and branch staff)

• Monitor and ensure branch performance meets KPI targets per customer segment (excluding Elite Gold)

• Supervise branch performance by participating in and leading daily retail sales team meetings and weekly service team and full branch meetings

• Provide direct coaching, mentoring and guidance to all staff

• Identify staff training needs (products, systems, sales skills) and address them

• Maintain satisfactory record on branch reports from Internal control, Credit examination and financial Auditors

• Review Audit and Compliance reports related to the branch and insure that corrective actions are taken when required and ensure they are not repeated any further.

• Interaction with colleagues/ internal stakeholders and ensure completion of Mandatory trainings

• NPS: - Ensure assigned NPS target is achieved by representing FAB values and following customer obsessed methodology to ensure high level of customer experience at all times with zero customer complaints.

• Ensure staff punctuality and attendance

• Ensure that no work is left pending by assigning tasks to the proper departments and allocating it fairly to staff within departments.

• Act as PML Co-Ordinator for branch.

• Custodian of Safe deposit locker

• Cash Vault custody

• Police alarm

KEY PERFORMANCE INDICATORS

• Adherence to policies, processes, and procedures both internally and externally

• Work closely with the Area Manager to achieve agreed on sales targets

• Decide with the branch AM how to allocate yearly targets to different sales staff in branch.

• Development of new sources of business.

QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES

Threshold Qualifications

• Bachelor’s degree in any discipline with substantial credit and customer service experience in the branch network.

Years & Nature of Experience

• 10 years’ relevant experience in the banking sector with at least 5 years in similar positions of progressively increasing managerial responsibilities in the branch network.