Branch Manager

JOB PURPOSE:

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

ACCOUNTABILITIES:

Core Responsibilities

1. Ensure adequate staffing of each department within the branch.
2. Manage selection of branch sales staff.
3. Complete appraisal forms and collect input from the segment area manager, sending completed forms to AM for handover to HR.
4. Be visible to customers and staff.
5. Ensure that the branch is running smoothly and effectively.
6. Maintain a high level of customer service and handle customer complaints within TAT.
7. Implement transformation initiatives as part of the LEAP program (e.g., customer programs, new roles).
8. Implement Consumer Banking sales initiatives (e.g., products to push sales campaigns, ways to approach customers, etc.).
9. Develop and implement further sales initiatives (e.g., bring in new business using personal contacts, direct sales force, and branch staff).
10. Monitor and ensure branch performance meets KPI targets per customer segment (excluding Elite Gold).
11. Supervise branch performance by participating in and leading daily retail sales team meetings and weekly service team and full branch meetings.
12. Provide direct coaching, mentoring, and guidance to all staff.
13. Identify staff training needs (products, systems, sales skills) and address them.
14. Maintain satisfactory records on branch reports from Internal Control, Credit Examination, and Financial Auditors.
15. Review Audit and Compliance reports related to the branch and ensure that corrective actions are taken when required and ensure they are not repeated.
16. Interact with colleagues/internal stakeholders and ensure completion of mandatory training.
17. NPS: Ensure assigned NPS target is achieved by representing FAB values and following customer-obsessed methodology to ensure a high level of customer experience at all times with zero customer complaints.
18. Ensure staff punctuality and attendance.
19. Ensure that no work is left pending by assigning tasks to the proper departments and allocating them fairly to staff within departments.
20. Act as PML Coordinator for the branch.
21. Custodian of safe deposit lockers.
22. Cash vault custody.
23. Police alarm.

Qualifications:

Minimum Qualification:

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

Minimum 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.

Remote Work:

No

Employment Type:

Full-time