Background

Our Client in banking sector is looking to recruit for the position of a Branch Manager is directly responsible for ensuring efficient and effective delivery of all services in his/her branch.

Essential Duties and responsibilities

I. Manage the branch staff.

• To Monitor and evaluate the work of the branch Accountant and Credit Supervisors / Assistant Credit Manager.
• Review staff performance and recommend to the Regional Manager on measures to improve performance.
• Review and approve all Branch Human Resources evaluations to ensure compliance with Head of Human Resources.
• Plan and ensure that the branch office has a sufficient number of staff and to plan the staff leave to meet branch operations and efficiency.
• Boost branch staff morale through counselling and creating a good work environment as well as monitoring staff discipline.
• Coach and mentor staff to achieve required performance levels.
• Hold regular branch management and general staff meeting

II. Customer Service

As the business unit leader, the Branch Manager is responsible for delivering a superior customer experience across all Bank service delivery channels. He / She ensures that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience. The Branch Manager will for that matter strategize and plan to deliver operational service excellence and ensure that the operational workforce is capable, enabled and inspired to deliver on Bank's brand promise, for improved customer acquisition, retention and loyalty.

• Develop and supervise implementation of strategies to grow savings products and quality loan portfolios for the branch.
• Plan and monitor loan portfolio growth and outreach.
• Develop and monitor growth of the savings portfolio.
• Review performance of all products and formulate improvement strategies
• Solicit business and attend to key company customers in order to grow the business.
• Ensure good customer service.
• To Identify, assess, monitor and respond to customer concerns through use of the Standard customer care survey tools.
• To plan, monitor and implement the disbursement processes as per set disbursement standards mainly focusing on quick service delivery and efficiency.

Branch administration.

• Ensure the security of the Branch premises and equipment.
• Keep branch premises and assets by carrying out timely repairs maintenance of equipment and buildings.
• Maintain an Asset register.
• Identify fixed asset needs and make requisition to the Senior Administrative Officer.

Budgeting and control of branch budget.

• Prepare branch budget.
• Approve branch expenses within limits and review branch expense reports to control operating and non-operating expenses.
• Monitor budget performance and explain variances to the Finance and Administrative Manager.
• Prepare annual work plans, reviewed semi-annually, with the regional Manager.

Liquidity Management.

• Plan and monitor daily cash requirements of the branch.
• To maintain branch cash insurance limits.

Branch compliance of all policies and procedures.

• Review the branch transactions on a daily basis to validate them and ensure compliance with operating guidelines.
• Train staff in policies and procedures.
• Monitor staff adherence to all Bank policies and procedures.
• Review the company policies and procedures and advise management on the need to amend the policies and procedures for the efficient performance.
• Liaise with the internal audit department to facilitate regular audits of the branch office, respond to audit reports, and implement audit recommendations.

Branch relationships.

• Represent the company in key public events to raise the profile within the community.
• Maintain relations with other Financial Institutions.

• Manage the branch staff.
• Monitor and evaluate the work of the branch Accountant and Credit Supervisors / Assistant Credit Manager.
• Review staff performance and recommend to the Regional Manager on measures to improve performance.
• Review and approve all Branch Human Resources evaluations to ensure compliance with Head of Human Resources.
• Plan and ensure that the branch office has a sufficient number of staff and to plan the staff leave to meet branch operations and efficiency.
• Boost branch staff morale through counselling and creating a good work environment as well as monitoring staff discipline.
• Coach and mentor staff to achieve required performance levels.
• Hold regular branch management and general staff meeting
• Deliver a superior customer experience across all Bank service delivery channels.
• Ensure that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience.
• Strategize and plan to deliver operational service excellence and ensure that the operational workforce is capable, enabled and inspired to deliver on Bank's brand promise, for improved customer acquisition, retention and loyalty.
• Develop and supervise implementation of strategies to grow savings products and quality loan portfolios for the branch.
• Plan and monitor loan portfolio growth and outreach.
• Develop and monitor growth of the savings portfolio.
• Review performance of all products and formulate improvement strategies
• Solicit business and attend to key company customers in order to grow the business.
• Ensure good customer service.
• Identify, assess, monitor and respond to customer concerns through use of the Standard customer care survey tools.
• Plan, monitor and implement the disbursement processes as per set disbursement standards mainly focusing on quick service delivery and efficiency.
• Ensure the security of the Branch premises and equipment.
• Keep branch premises and assets by carrying out timely repairs maintenance of equipment and buildings.
• Maintain an Asset register.
• Identify fixed asset needs and make requisition to the Senior Administrative Officer.
• Prepare branch budget.
• Approve branch expenses within limits and review branch expense reports to control operating and non-operating expenses.
• Monitor budget performance and explain variances to the Finance and Administrative Manager.
• Prepare annual work plans, reviewed semi-annually, with the regional Manager.
• Plan and monitor daily cash requirements of the branch.
• Maintain branch cash insurance limits.
• Review the branch transactions on a daily basis to validate them and ensure compliance with operating guidelines.
• Train staff in policies and procedures.
• Monitor staff adherence to all Bank policies and procedures.
• Review the company policies and procedures and advise management on the need to amend the policies and procedures for the efficient performance.
• Liaise with the internal audit department to facilitate regular audits of the branch office, respond to audit reports, and implement audit recommendations.
• Represent the company in key public events to raise the profile within the community.
• Maintain relations with other Financial Institutions.