Branch Manager Job in Kenya

Job Summary

To maximise the customer experience by ensuring that continuous quick and efficient service is delivered to all Cash Customers through mentoring, coaching and developing staff within Hub and Spoke, The process requires careful daily coordination, cash planning (including foreign exchange/banknotes), forecasting and management and would need to use a nodal optimization tool to ensure most effective cash management. Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal ABSA Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.

Job Purpose:

To drive and deliver exceptional Retail and Business Banking performance, through powerful branch leadership, team development, excellent customer experience and achievement of Operational & Controls rigor excellence in branches.

Provide powerful leadership in the branch to deliver exceptional branch business growth and profitability.
Drive implementation of business and service strategies, deliver Retail and Business Banking performance and growth targets in the branch.
Maintain high level of bank standards and management controls to achieve operational & Controls rigor excellence, through strict adherence to operations and compliance policies and guidelines
Establish a high performance culture amongst the branch team.

Key Accountabilities

Accountability: Business Growth-60%

Implement business strategic initiatives, create ownership of the branch performance targets. Agree branch execution plans/strategies and ensure they are aligned to the Banks overall strategy- Growth, Transformation and Returns.
Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
Manage branch portfolio risks in line with the bank’s portfolio appetite.
In conjunction with the Regional manager and products development, conduct product review and product development through constant feedback from the market.
Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, Bancassurance, Lead generation team to maximize on cross selling opportunities
Conduct market intelligence to identify new market opportunities, customer trends, existing geographical strength, emerging government directives and changes in policy by regulators.
Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
Harness existing staff potential and create new competencies in order to achieve competitive advantage.
Lead the branch team to achieve its customer retention objectives, Transaction migrations from the counter to alternate channels, balance sheet growth goals and acquisitions. Support will include Achieving branch sales targets as well as participating and leading sales activations
Establish firm relationships with Top 200 clients and business influencers in the local area.
Provide regular feedback to staff (individual/corporate) on performance (Sales, NPS etc.).
Provide clear direction and guidance to branch staff on business objectives, translating and prioritizing them into business performance measures at branch level.
Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies.
At all times, ensure branch is opened and closed as per the approved regulatory timelines. Operations staff are ready and equipped to serve customers. This includes opening and closing branch batch on the core banking system.
Branch must maintain the look and feel as per the Absa bank standards.
Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
In conjunction with the Branch Operation Lead – BOL, you are responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:

Branch expenditure.
Equipment maintenance.
Overtime approvals.
Stationery consumption, telephones, electricity, water, travel etc.
Staff costs
Sundry losses

Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
Ensure that relevant approvals for all transactions are sort at all times as guided in the laid down policies.

Accountability: Governance, Processes & Procedures- 15%

Ensure proper controls, processes & procedures are adhered to at all time as per the laid down Absa bank policies through the BOL.
At all times, through the BOL, ensure branch is compliant with all regulatory requirements i.e. opened and closed within the approved regulatory timelines, all approved licenses are in place and up to date etc.
Ensure that Absa Bank’s policies are adhered to at all times when handling different products and solutions. Ensure adherence to all KYC & AML processes with regards to New to Bank business and acceptable TAT/Accuracy is observed at all times.
Ensure all relevant system reports are printed, appropriately reviewed, signed off on timely basis and filed as per Absa Records Management policy.
Ensure you and your team remain alert to the risk of financial crime and assist in the Banks efforts in combating it by adhering to the key principles in relation to: positively identifying your customers, knowing your customer, reporting suspicions, obtaining correct supporting documents in regard to LCT/OTT/FX Trades, safeguarding records and not disclosing suspicions to customers.
Responsible for strict cost management in the branch by reviewing all service provider quotations before the work can proceed. In addition, BOL must conduct regular reviews of the following cost elements:

Branch expenditure.
Equipment maintenance.
Overtime approvals.
Stationery consumption, telephones, electricity, water, travel etc.
Staff costs
Sundry losses

Ensure compliance with operational, Security, controls and process risks requirements to avoid losses and prevent fraud arising from operational lapses and to protect Bank and customer assets.
Ensure that the branch achieves a minimum of Satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted
Ensure that relevant approvals for all transactions are sort at all times as guided in the laid down policies.
Ensure all fees and commissions due to the bank are collected.
Drive quality sales through actioning of unfunded accounts, uncollected credit cards and delinquency.
Ensure Data privacy policies are adhered to at the branch at all times.

Accountability: Customer Experience- 15%

Branch must maintain the look and feel as per the Absa bank standards.
Ensure excellent customer experience is maintained at all times.
Ensure set TAT is achieved at all times.
Appraise and promptly act on customer issues /complaints escalating as necessary to ensure timely resolution.
Ensure set TAT on response to customer queries on phone, email or by letters is strictly adhered to.
Ensure customer data is up to date.
Ensure branch NPS score are maintained as per the set standards
Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise leadership for improvements
Provide leadership around customer experience at the branch
Monitor the counter service to ensure customers are served within acceptable waiting time.

Accountability: Capacity Building & People Management- 10%

Build and develop a high performing and motivated staff team in the branch by creating a conducive work environment, teamwork, regular duty rotations and effective succession opportunities to ensure maximum productivity.
Help in resource planning, setting performance objectives and measures of success for direct reports and providing regular feedback on performance.
Provide leadership by constantly offering training and guidance on the colleague’s expectations. Adequate coaching and mentoring of branch staff.
Effectively manage, mobilize and coordinate branch resources (Staff, equipment, safe environment etc.) to achieve the common goals.
Ensure the assigned e-learning and internal training activities for self and direct reports is undertaken within set timelines.
Determine and manage Training Needs Analysis and Succession plans for direct reports and ensure they do the same for all their staff
Manage performance/disciplinary issues/grievances for branch staff
Management of leave/sickness

Preferred Qualification

University degree in a relevant discipline or relevant experience to compensate, post graduate qualifications will be an added advantage

Preferred Experience

At least 5 years Banking / Financial Services experience out of which at least 3 years in branch management with good track record of performance

Knowledge and Skills

Business understanding and management experience of Retail / Consumer and Business Segments
Working knowledge of Branch Operations and Controls
Demonstrable experience in Customer Service management including complaint management / resolution
Hands on experience of sales management including leading Direct Sales teams
People management experience of big teams
In-depth knowledge of banking products, strategies, and structures in Retail,
Detailed working knowledge of operational and credit risk policies and procedures for both Retail and Business Banking segments
Good working knowledge of people policies and procedures
Thorough understanding of the banking industry practices and regulations
Well informed on general economic, political, and business environment.
Up to date knowledge of competitor and market activity in local area
In-depth understanding of core banking operating IT systems e.g., Flexicube