BUSINESS PERFORMANCE

Delivery of sales, revenue, deposit, risk asset, targets and efficiency ratio.

Maintain target market, customers, product and service discipline.

Prepare and deliver on approved branch budgets.

Benchmark operational efficiencies against best practice in industry, local standards, and Group standards in order to make necessary adjustments internally for maximum effectiveness.

Deliver on customer service standards, acquisition and client satisfaction levels, retention of high performing clients and growing share of wallet as per target market.

Analyze sales and retention processes, identify and monitor new business opportunities through the analysis of MIS and industry and local knowledge.

Responsible for strict cost management including review of both direct and indirect costs generated by the branch. Achieve a cost/income ratio in branch of xx

Brief staff on product and promotional launches and provide regular feedback to staff.

Establish relationships with key clients and business influencers in the local community.

Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis including reconciliation with financial control.

RELATIONSHIP MANAGEMENT & CUSTOMER SERVICE

Ownership of escalated customer queries/complaints and resolutions process.

Ensure customer queries are recorded, reviewed for delivery and put in place an action plan to prevent re-occurrence.

Achieve minimum of 5 products per customer and wallet share targets.

Achieve minimum customer satisfaction rating of ‘very satisfied’.

Maintain 99% ATM, POS, printers and note counters etc. uptime.

Achieve minimum of 75% of customers registered for alert, SMS Alert, statement and active cards.

Interview all customers who want to close their accounts because of poor service in order to find the root cause and attempt to retain the customer.

Plan effective action plan for branch issues and communicate this to staff and ensure execution.

Provide feedback on performance of service providers.

Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc.

PEOPLE MANAGEMENT AND TRAINING

Selection, appraisal and performance of branch staff including delivery of all KPIs.

Work with unit leaders and branch staff to achieve effective banking hall management and sales and service targets.

Build and develop a high performing team by driving performance development and coaching to achieve productivity and efficiency ratios for the bank and maximize the potential of staff.

Work with HR but own development plans, training needs and succession plans of branch staff. Ensure each staff attend at least 4 training interventions per annum.

Responsible for ensuring compliance with HR and other Group policies and the discipline of staff in the branch in conjunction with HR Head.

Ensure that staff Leave roster is in place and complied with.

Motivate staff through Ecobank incentive and recognition schemes to develop a fully engaged team.

Empower staff in the branch to develop sustainable client relationships and prospect within the community for increased domestic business.

Participate and implement Ecobank’s transformation plan within the branch.

Provide cover for other branch managers when necessary.

Provide honest feedback on performance of colleagues

Share knowledge and best practice with team members and other branch managers.

RISK AND COMPLIANCE

Ensure all credit transactions comply with the spirit and the letter of all applicable laws, regulations and institutional policies.

Ensure compliance with operations risk e.g. Health & Safety, Security of premises, KYC and anti-money laundering measures plus any other Group controls.

Audit and conduct regular spot checks on all processes including transactions with high financial risk, branch contingency management systems, monthly proofs and reconciliations etc.

Overall responsibility for risk and compliance issues in order to achieve domestic bank targets.

Facilitate the investigation and reporting of Fraud and Loss cases together with Internal Controls.

Achieve minimum ARR rating of ‘Acceptable’.

Ensure branch complies with branch layout standards, in-branch publicity, CAP Manual, KYC and all operating and risk policies and procedures.

Other key responsibility will include: – Perform all other duties as reasonably assigned.

JOB PROFILE

Experience & Qualifications

Degree in Banking or Business Administration

5 years of experience required or in a similar role

Relevant banking experience, with proven track record of excellent results in marketing/ sales, credit and leadership.

Good knowledge of the business environment, the banking industry and its direction, trends and regulations.

Excellent knowledge of banking operations, technology and product knowledge.

Skills, Capabilities & Personal Attributes

Customer Service

Relating & Networking

Communication

Planning & Organising

Collaboration

Leading & Supervising

Business Acumen

Good organizational and time management skills

Customer/market orientated

Attention to detail

A proven ability to deliver under pressure

• Delivery of sales, revenue, deposit, risk asset, targets and efficiency ratio.
• Maintain target market, customers, product and service discipline.
• Prepare and deliver on approved branch budgets.
• Benchmark operational efficiencies against best practice in industry, local standards, and Group standards in order to make necessary adjustments internally for maximum effectiveness.
• Deliver on customer service standards, acquisition and client satisfaction levels, retention of high performing clients and growing share of wallet as per target market.
• Analyze sales and retention processes, identify and monitor new business opportunities through the analysis of MIS and industry and local knowledge.
• Responsible for strict cost management including review of both direct and indirect costs generated by the branch.
• Brief staff on product and promotional launches and provide regular feedback to staff.
• Establish relationships with key clients and business influencers in the local community.
• Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis including reconciliation with financial control.
• Ownership of escalated customer queries/complaints and resolutions process.
• Ensure customer queries are recorded, reviewed for delivery and put in place an action plan to prevent re-occurrence.
• Achieve minimum of 5 products per customer and wallet share targets.
• Achieve minimum customer satisfaction rating of ‘very satisfied’.
• Maintain 99% ATM, POS, printers and note counters etc. uptime.
• Achieve minimum of 75% of customers registered for alert, SMS Alert, statement and active cards.
• Interview all customers who want to close their accounts because of poor service in order to find the root cause and attempt to retain the customer.
• Plan effective action plan for branch issues and communicate this to staff and ensure execution.
• Provide feedback on performance of service providers.
• Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc.
• Selection, appraisal and performance of branch staff including delivery of all KPIs.
• Work with unit leaders and branch staff to achieve effective banking hall management and sales and service targets.
• Build and develop a high performing team by driving performance development and coaching to achieve productivity and efficiency ratios for the bank and maximize the potential of staff.
• Work with HR but own development plans, training needs and succession plans of branch staff.
• Responsible for ensuring compliance with HR and other Group policies and the discipline of staff in the branch in conjunction with HR Head.
• Ensure that staff Leave roster is in place and complied with.
• Motivate staff through Ecobank incentive and recognition schemes to develop a fully engaged team.
• Empower staff in the branch to develop sustainable client relationships and prospect within the community for increased domestic business.
• Participate and implement Ecobank’s transformation plan within the branch.
• Provide cover for other branch managers when necessary.
• Provide honest feedback on performance of colleagues
• Share knowledge and best practice with team members and other branch managers.
• Ensure all credit transactions comply with the spirit and the letter of all applicable laws, regulations and institutional policies.
• Ensure compliance with operations risk e.g. Health & Safety, Security of premises, KYC and anti-money laundering measures plus any other Group controls.
• Audit and conduct regular spot checks on all processes including transactions with high financial risk, branch contingency management systems, monthly proofs and reconciliations etc.
• Overall responsibility for risk and compliance issues in order to achieve domestic bank targets.
• Facilitate the investigation and reporting of Fraud and Loss cases together with Internal Controls.
• Ensure branch complies with branch layout standards, in-branch publicity, CAP Manual, KYC and all operating and risk policies and procedures.
• Perform all other duties as reasonably assigned.

• Customer Service
• Relating & Networking
• Communication
• Planning & Organising
• Collaboration
• Leading & Supervising
• Business Acumen
• Good organizational and time management skills
• Customer/market orientated
• Attention to detail
• A proven ability to deliver under pressure

• Degree in Banking or Business Administration
• Relevant banking experience, with proven track record of excellent results in marketing/ sales, credit and leadership.
• Good knowledge of the business environment, the banking industry and its direction, trends and regulations.
• Excellent knowledge of banking operations, technology and product knowledge.