Branch Manager – Nyanza Branch

Job Purpose

Responsible for the overall leadership, Management, Growth and Profitability of the Branch Business and Implementation of an Efficient and Effective Operational, Risk Management , Customer service and Sales Culture while championing effective migration of customers to electronic business channels and promoting usage of agency banking and merchant business.

Main Responsibilities

Contribute to and take appropriate actions in cascading and implementing the Retail Banking Strategy in the area where the branch operates by ensuring bank’s retail objectives are met in order to ensure sustainable business growth;

Manage the branch retail’s liability and assets portfolios with the ultimate aim of ensuring that it remains profitable, competitive and promptly reacts to the changes in both the internal and external environment;

Drive a sales culture within the branch staff with the ultimate aim of growing the NFI, products per customer, share of wallet, quality customer base and at the same time ensure staff productivity.

Oversee the branch operations in order to ensure superior service offering to all bank’s customers, reduction of operating costs through an efficient utilization of Bank’s resources and prevention of frauds & losses through implementation of first-class corporate governance and compliance with bank’s policies, procedures and processes

Monitor and manage customer complaints, constantly review service delivery standards and manage branch human resources in a way, which ensures maintenance of the highest service standards.

Coach, mentor and develop a high performing team and ensure an effective performance management framework;

Ensure effective migration of customers to electronic business channels through promoting channels usage (Mobile Banking, Internet Banking and Cards) and a high performance of branch alternative channels such as Agency Banking and Merchant Business

Ensure that branch processes are within agreed TAT in order to live customer satisfaction.

Daily Responsibilities

Drive and meet the Retail Banking objectives and targets for all Direct Reports

Motivation and development of the staff competences to meet business requirements

Eliminate operational risks by addressing Audits shortcomings and compliance issues

Proactively identify areas that require development and improvement

Drive the branch into efficient, effective and profitable Retail sales outlets

Authorization of transactions;

Credit application appraisal;

Manage customer relationships (Meetings with clients and production of customer call visit)

Attend to customer inquiries and ensure timely closure of customers’ complaints;

Account and loan portfolio performance monitoring;

Educational qualifications and work experience:

Bachelor's level degree in Business Related field

Professional Qualifications in Banking is an added advantage

Master’s Degree is an added advantage.

10 years Minimum experience in Credit lending and Banking in Team Leadership, Sales, Relationship Management, Credit, and Bank Operations.