Branch Manager

Functional Responsibilities:

• Drive branch performance to meet financial targets through effective sales and service delivery.

• Coach and develop staff to ensure high performance and compliance with policies and controls.

• Identify operational gaps and implement corrective actions.

• Ensure timely communication during incidents to maintain business continuity.

• Monitor Quality Management System reports and ensure KPIs are met.

• Maintain updated organizational charts and staff access records.

• Support Deep Dive Reviews, Risk and Control Self-Assessment, Internal Audits and close findings within defined timelines.

• Ensure the staff multi-tasks (within the seniority) and is not stuck to a specified role

• Does not have any Operational Losses for the branch

Core Responsibilities

• Promote digital banking adoption and assist customers in using digital channels for services.

• Execute operational tasks with accuracy and within defined timelines.

• Continuously enhance personal and team capabilities.

• Engage customers professionally to understand and meet their needs

Financials

• Grow customer base and product portfolio

• Encourage cross-selling and referrals

• Promote digital banking usage

• Ensure to achieve the assigned target and not have shortfalls.

Customer Experience

• Monitor service quality and turnaround times

• Address customer feedback and complaints

• Review QMS and Google reviews regularly

Risk & Controls

• Ensure compliance with KYC, AML, and Operational Procedures

• Conduct regular checks and perform surprise checks on the processes that are followed by the Branch Operations and Customer Service

• Do a quick check on the Customer Protection Framework policy adhered by the branch

• Maintain business continuity readiness

• Take appropriate action on the errors that are recorded/marked for Branch Operations and Customer Service

• Submit quarterly KRIs to Branch Controls

• Monitor error logs and take corrective actions.

• Ensure readiness for business continuity and incident reporting.

• Ensure to see the adherence of SOPs and Regulatory Compliance across the branch

• Manage handovers and KCC submissions during leave periods.

• Review loan deferment requests with due diligence.

• Resolve proxy account entries and escalate unresolved items.

People Management

• Foster a motivated and collaborative team environment

• Manage leave schedules and training needs

• Ensure completion of mandatory e-learning within the stipulated timelines without breach