Role Overview
The Branch Manager is responsible for driving and delivering exceptional Retail and Business Banking performance in the Embu branch. This involves powerful branch leadership, team development, ensuring excellent customer experience, and achieving operational and controls rigor excellence in branches. The manager must provide powerful leadership to deliver exceptional branch business growth and profitability, drive the implementation of business and service strategies, and establish a high-performance culture among the branch team.
Key Accountabilities (Duties & Responsibilities)
Business Growth (60% Time Split)
- Implement business strategic initiatives and create ownership of the branch performance targets. Agree on branch execution plans/strategies and ensure alignment to the Bank's overall strategy (Growth, Transformation, and Returns).
- Diligently monitor branch business performance and adjust execution strategies accordingly.
- Manage branch portfolio risks in line with the bank’s portfolio appetite.
- In conjunction with the regional manager and product development, conduct product reviews 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, and the Lead generation team to maximize 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 in and leading sales activations.
- Establish firm relationships with the Top 200 clients and business influencers in the local area.
- Provide regular feedback to the 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 the branch level.
- Ensure proper controls, processes & procedures are always adhered to as per the laid down Absa bank policies.
- At all times, ensure the branch is opened and closed as per the approved regulatory timelines. Operations staff must be ready and equipped to serve customers. This includes opening and closing branch batch on the core banking system.
- The Branch must maintain the look and feel as per the Absa bank standards.
- Ensure that Absa Bank’s policies are always adhered to 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 always observed.
- Ensure all relevant system reports are printed, appropriately reviewed, signed off on a 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 Bank's 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 cost elements, including branch expenditure, equipment maintenance, overtime approvals, stationery consumption, telephones, electricity, water, travel, staff costs, and 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
- Ensure that relevant approvals for all transactions are always sorted as guided in the laid down policies.
Internal Controls, Governance, Processes & Procedures (15% Time Split)
- Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies through the BOL.
- At all times, through the BOL, ensure the branch is compliant with all regulatory requirements, including being opened and closed within the approved regulatory timelines, and ensuring all approved licenses are in place and up to date.
- 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 a 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 Bank's 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. BOL must conduct regular reviews of cost elements, including branch expenditure, equipment maintenance, overtime approvals, stationery consumption, telephones, electricity, water, travel, staff costs, and 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 satisfactory audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
- Ensure that relevant approvals for all transactions are sorted 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 unfunded accounts, uncollected credit cards, and delinquency.
- Ensure Data privacy policies are adhered to at the branch at all times.
Customer Experience (15% Time Split)
- Maintain the branch's physical appearance and atmosphere according to Absa bank standards.
- Ensure excellent customer experience is always maintained.
- Ensure set Turnaround Time (TAT) is achieved at all times.
- Appraise and promptly act on customer issues/complaints, escalating as necessary to ensure timely resolution.
- Ensure set TAT in response to customer queries by phone, email, or by letters is strictly adhered to.
- Ensure customer data is up to date.
- Ensure branch Net Promoter Score (NPS) is 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 the acceptable waiting time.
Capacity Building & People Management (10% Time Split)
- 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 common goals.
- Ensure the assigned e-learning and internal training activities for self and direct reports are 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.
Role/Person Specification
Qualification
- University degree in a relevant discipline.
- Post graduate qualifications will be an added advantage.
Experience
- At least 5 years’ Banking / Financial Services experience, with a minimum of 3 years in branch management and a 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.
