The Branch Manager at the Ruaraka branch is responsible for driving and delivering exceptional Retail and Business Banking performance. This is achieved through powerful branch leadership, team development, ensuring an excellent customer experience, and maintaining operational and controls rigor excellence. The role focuses on delivering branch business growth and profitability by implementing strategies aligned with the bank's goals of growth, transformation, and returns.
Key Responsibilities
Business Growth (60%)
Implement business strategic initiatives and create ownership of branch performance targets.
Agree on execution plans and ensure alignment with the bank’s overall strategy.
Monitor branch performance diligently and adjust strategies accordingly.
Manage branch portfolio risks within the bank's appetite.
Conduct product reviews and development based on market feedback in conjunction with regional management.
Coordinate sales initiatives with other functions (CIB, Asset Finance, Bancassurance) to maximize cross-selling.
Perform market intelligence to identify new opportunities, trends, and regulatory changes.
Manage customer accounts to enhance loyalty and retention.
Lead the team to achieve retention, migration to alternate channels, and acquisition goals.
Build strong relationships with top clients and local influencers.
Internal Controls, Governance, and Processes (15%)
Adhere to all Absa Bank policies, processes, and procedures.
Ensure compliance with regulatory requirements, including branch operating hours and licensing.
Maintain strict adherence to KYC and AML processes for new business.
Review and sign off on all relevant system reports and maintain files per records management policy.
Assist in combating financial crime by identifying customers and reporting suspicions.
Execute cost management for branch expenditure, equipment, and staff costs.
Achieve a minimum satisfactory audit rating through prompt closure of exceptions.
Customer Experience (15%)
Maintain the branch 'look and feel' according to Absa standards.
Ensure excellent customer experience and achieve set Turnaround Times (TAT).
Appraise and resolve customer complaints promptly.
Maintain accurate customer data and drive branch Net Promoter Scores (NPS).
Coordinate initiatives to gather customer feedback for service improvements.
Capacity Building and People Management (10%)
Build a high-performing team by creating a conducive environment and facilitating teamwork.
Set performance objectives, provide feedback, and offer coaching or mentoring.
Manage resource planning, leave, succession plans, and performance/disciplinary issues.
Ensure completion of e-learning and internal training for self and direct reports.
Requirements and Qualifications
Qualification
A university degree in a relevant discipline; post-graduate qualifications are an added advantage.
Experience
At least 5 years of experience in Banking or Financial Services.
At least 3 years in branch management with a strong performance track record.
Prior experience in supervisory or managerial roles within the banking sector.
Knowledge and Skills
Strong leadership, managerial, and interpersonal skills.
Capacity to motivate teams, collaborate with stakeholders, and drive change.
Deep understanding of financial products, lending procedures, and investment options.
Knowledge of regulatory compliance and risk management practices.
Proven ability to achieve sales targets.
Working knowledge of operational and credit risk policies for Retail and Business Banking.
Interested and qualified candidates should apply online by visiting the application link on the Absa Bank career portal via MyJobMag: https://www.myjobmag.co.ke/apply-now/1168291
