Job Description
JOB SUMMARY:
The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank's strategy.
KEY RESPONSIBILITIES:
Business Acquisition - 60%
• To implement the Bank's business development strategy at branch level including growth in customer base with concurrent growth in branch liabilities, assets, products per customer.
• To formulate and implement branch business plans, forecasts, pipelines and budgets and ensure their control and periodic reviews.
• To support marketing initiatives, monitor and provide regular feedback on products performance and ensure branch staff are well versed with all the banks products.
• To maintain and submit the Branch Manager - Sales Activity Report on a regular basis as per the agreed SLAs.
Service Delivery - 10%
• To oversee customer service delivery, maintenance and improvement of service standards in order to ensure customer satisfaction and retention through effective use of tools provided such as the Customer Relationship Management platform.
• To implement and monitor the operational and business risks management guidelines for the branch to maximize profitability.
• To maintain the look, feel and physical security of the branch premises for the benefit of staff and customers.
• To adopt and take responsibility for the daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG) without fail.
People Management - 20%
• To provide leadership, direction to the branch team.
• To build, develop and motivate a high performing team through performance coaching and use of the available performance management and talent management tools provided by T & OD.
• To identify training gaps and recommend on required training interventions.
• To propagate and uphold the SBM Culture and cascade the SBM Vision, Mission, Strategy, Values, 9 Habits and Core competencies to the branch team.
Compliance - 10%
• To ensure compliance with both internal and external regulatory requirements.
• To work closely with risk and compliance units to ensure effective controls to mitigate against operational and business risks.
• To ensure implementation and compliance with operational policies and procedures.
KEY RELATIONSHIPS:
Direct Reports to this Position:
• Service Delivery Manager
• Relationship Managers and Officers
Customers of this Position:
• All Branch clientele
Knowledge; Skills and Experience required for this Role:
• Be a holder of Bachelors degree in Business related field.
• Professional banking qualifications such as AKIB will be added advantage.
• Knowledge of operational policies, procedures and legalities relevant to branch operations.
• At least 5 years' managerial experience in the banking industry.
Competencies required for this Role:
• Entrepreneurial and Commercial Thinking
• Leading and Supervising
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Planning and Organizing