KEY RESPONSIBILITIES

Business and Financial performance

• Own and deliver branch business targets across deposits, lending, fee income, cards, insurance and digital product activation.
• Develop and execute local sales plans based on catchment opportunities and customer needs.
• Drive customer acquisition and deepen existing relationships through structured sales routines.
• Monitor branch profitability, productivity, cost discipline and portfolio quality.
• Partner with segment and product teams to execute campaigns and increase product penetration.

Customer Excellence

• Ensure consistent, professional and timely service delivery across all branch touchpoints.
• Act as escalation point for customer complaints and complex service issues.
• Build strong relationships with key customers, SMEs, institutions and local community stakeholders.
• Promote customer education, digital adoption and financial literacy.
• Use customer feedback to improve branch service standards and experience.

Leadership and people management

• Lead, coach and develop branch staff to achieve sales, service and operational targets
• Create a high-performance culture anchored on accountability, teamwork and ethical conduct.
• Conduct daily huddles, pipeline reviews, service reviews and performance check-ins.
• Identify staff capability gaps and coordinate training or coaching interventions.
• Support succession planning and development of future branch leaders.

Process, control and operational performance

• Ensure full compliance with cash handling, KYC, AML/CFT, account opening, credit and branch operations policies.
• Maintain strong control standards and ensure timely closure of audit, control and compliance issues.
• Oversee branch security, cash management, vault controls and operational resilience.
• Drive transaction migration from teller counters to digital, ATM, agency and self-service channels.
• Ensure accurate record keeping, reporting and adherence to service level standards.

Strategic initiatives

• Support country distribution strategy including branch transformation, catchment optimization and digital migration.
• Execute product launches, sales campaigns and strategic customer engagement initiatives.
• Identify local partnership opportunities to grow customer base and transaction volumes.
• Provide market intelligence on competitors, customer behavior and catchment dynamics.
• Champion innovation in branch productivity and customer engagement.

Experience & Qualification

• Bachelor’s degree in Business, Finance, Economics, Banking or related field.
• Minimum of 5–8 years’ banking experience, including branch sales/service or operations leadership.
• Strong knowledge of retail, SME and commercial banking products.
• Experience managing teams and branch operations is required.
• Good understanding of credit, compliance, cash management and operational controls.

• Own and deliver branch business targets across deposits, lending, fee income, cards, insurance and digital product activation.
• Develop and execute local sales plans based on catchment opportunities and customer needs.
• Drive customer acquisition and deepen existing relationships through structured sales routines.
• Monitor branch profitability, productivity, cost discipline and portfolio quality.
• Partner with segment and product teams to execute campaigns and increase product penetration.
• Ensure consistent, professional and timely service delivery across all branch touchpoints.
• Act as escalation point for customer complaints and complex service issues.
• Build strong relationships with key customers, SMEs, institutions and local community stakeholders.
• Promote customer education, digital adoption and financial literacy.
• Use customer feedback to improve branch service standards and experience.
• Lead, coach and develop branch staff to achieve sales, service and operational targets
• Create a high-performance culture anchored on accountability, teamwork and ethical conduct.
• Conduct daily huddles, pipeline reviews, service reviews and performance check-ins.
• Identify staff capability gaps and coordinate training or coaching interventions.
• Support succession planning and development of future branch leaders.
• Ensure full compliance with cash handling, KYC, AML/CFT, account opening, credit and branch operations policies.
• Maintain strong control standards and ensure timely closure of audit, control and compliance issues.
• Oversee branch security, cash management, vault controls and operational resilience.
• Drive transaction migration from teller counters to digital, ATM, agency and self-service channels.
• Ensure accurate record keeping, reporting and adherence to service level standards.
• Support country distribution strategy including branch transformation, catchment optimization and digital migration.
• Execute product launches, sales campaigns and strategic customer engagement initiatives.
• Identify local partnership opportunities to grow customer base and transaction volumes.
• Provide market intelligence on competitors, customer behavior and catchment dynamics.
• Champion innovation in branch productivity and customer engagement.

• Strong knowledge of retail, SME and commercial banking products.
• Experience managing teams and branch operations.
• Good understanding of credit, compliance, cash management and operational controls.

• Bachelor’s degree in Business, Finance, Economics, Banking or related field.