Job Purpose Statement
To provide branch and its agencies powerful
leadership, team development, excellent customer experience, deliver
exceptional branch business growth & profitability.
Responsible for the day-to-day running of the branch,
personal involvement and keeping high level of bank operations standards and
management controls.
Key Accountabilities (Duties and Responsibilities)
Perspective % Weighting (to add up to 100%)
Output
Financial & Business Growth (60%)
- Formulate and implement business strategic initiatives for the
branch aimed at increasing new business and share of wallet from existing
clients.
- Closely monitor branch business performance and ensure
accurate records of the same are maintained and forwarded to the Regional
Branch Manager and respective Business Heads.
- Managing branch portfolio risks in line with the bank’s
portfolio appetite.
- Collaborate and coordinate the development and implementation
of sales initiatives with other business functions such as, Asset Finance,
Commercial Banking, Direct Sales Team, Bancassurance and Securities to
maximize on cross-selling opportunities.
- Management of borrowing and non-borrowing accounts in the
branch to enhance customer loyalty, mitigate against loss and enhance
increased business.
- In conjunction with Regional Branch Manager and Products
Development, conduct product review and product development through
constant feedback from the market.
- Harness existing and create new competencies in order to
achieve competitive advantage.
- Continuously conduct market intelligence to identify new
markets, customer trends, new government directives and changes in policy
by regulators.
- Active management of the non-RM managed accounts.
- Prepare own annual strategy for the branch and review
geographical strength to enhance deeper understanding branch and
market opportunities.
Internal Controls & Risk Management (10%)
- Ensure all branch controls, processes & procedures are
adhered to at all times with the help of the Senior Customer Experience
Officer/Relationship Officer. Business Continuity Plan (BCP)
implementation and disaster recovery co-ordination
- Ensure that the NCBA bank’s Policies are adhered to at all
times when handling different products.
- Ensure branch performance reports are timely & accurate.
- Ensure adherence to all KYC & AML processes with regards
to new business and that proper documentation is in place.
- Ensure compliance with Operations Risk requirements to avoid
losses arising from operational lapses.
- Manage cheque referral process to ensure timely feedback.
- Ensure all relevant reports are submitted on timely basis.
- Ensure all fees and commissions due to the bank are collected.
- Ensure CDM and ATM reconciliation are done timely and
accurately as per laid down bank policies and procedures
- Responsible for strict cost management in the branch i.e.
reviewing all service provider quotations before the work can proceed. In
addition, the Branch Manager is expected to conduct regular reviews of the
following cost elements:
- Staff costs
- Catering & branch costs
- Overtime approvals.
- Equipment maintenance.
- Stationary consumption/telephones etc.
- Sundry losses.
- Security expenses where outsourced
- Ensure that the branch achieves a minimum of
‘Satisfactory/Acceptable’ audit rating through continuous assessment and
prompt closure of all audit exceptions sighted.
- Ensure to conduct branch management supervisory
checks at all times.
- Ensure Branch custodian duties, being main alternate vault
custodian are undertaken as per the laid down branch procedures and
policies
Customer Experience (10%)
- Ensure excellent customer experience at all times.
- Contribute to the branch business targets through strict TAT
observance and high-level service delivery standards.
- Co-ordinate branch initiatives aimed at gathering feedback
from customers on service standards and advise business heads on
improvements.
- Appraise and promptly address customer issues /complaints
escalating as necessary to ensure timely resolution.
- Ensure there is a robust departmental internal customer
satisfaction rating by ensuring the team lives the NCBA bank Values.
- Overall Accountability for in-branch merchandising. Monitor
branch premises to ensure high standards of appearance are maintained to
project the Bank’s image favourably.
- Engagement with customers and supporting them in times of
personal need aimed at developing a strong bond and loyalty.
- Ensure CDM,ATM and all other branch channels uptime
meets minimum required threshold as per laid down bank policies and
procedures
Brand, product and business proposition: (10%)
- Provide clear direction to branch staff on NCBA Bank business
objectives, translating and prioritizing into business performance
measures at branch level.
- Understand and provide clear direction to the branch based on
market analysis of local area consumer trends and competitor offerings.
- Ensure that merchandising materials are displayed in
accordance with guidelines.
- Brief staff on promotional and product launches; provide
regular feedback on sales performance.
- Establish relationships with key clients or business
influencers in the local area, including client entertainment within
budget limits set by the business.
Represent the bank in marketing and brand related
activities sponsored by the bank e.g. Hosting Golf tournament
Learning, growth & People Management: (10%)
- Build and develop a high performing and motivated team
committed to achieving success. Ensure a good working environment for
staff to ensure maximum productivity.
- Set performance objectives and measures of success for direct
reports, providing regular feedback from staff appraisal processes.
- Provide leadership to branch staff team by constantly offering
training and guidance on the business expectations.
- Help in resource planning, setting performance objective and
providing regular feedback on branch performance.
- Manage performance /disciplinary issues/grievances for staff.
- Ensure there is proper succession planning by maintaining an
effective leave program and an in-house training schedule for ease of
relief due to leave or sickness.
- Ensure the set number of learning/training hours are achieved
for self and direct reports, through E-learning and Internal training
activities.
Job Specifications
Academic:
- Bachelor’s degree in a business-related field – Upper second
or GPA 3.0.
- Master’s Degree will be an added advantage
Professional:
- AKIB or CPA (K), CSAPs
- Proficiency in computer use including MS Office tools and
banking systems
Desired work experience:
- Minimum 8 years’ working experience in a Banking environment
- Proven track record of consistently exceeding set targets.
- Leadership skills
- Excellent Bank product knowledge.
How To Apply
