Summary

In charge of customer retention, branch productivity; enhancing customer service and loyalty; and generating growth through effective customer relationship management and sales, to achieve the branch’s business target.

Responsibilities

Business Growth:

• Ensure business growth through the marketing of bank products; build and maintain existing and new customer relationships to achieve annual business targets
• Monitor the performance of the branch in achieving its overall business target
• Set targets for the branch business team and monitor performance to ensure the Branch achieves its overall business targets
• Manage the branch’s liability portfolio and cross-selling
• Effectively drive branch sales taking into account quality acquisition of the customer and complying with the bank’s laid-down procedures and KYC
• Provide recommendations in the development of new products as well market for the new product’s uptake

Customer Service:

• Ensure customer retention by enhancing customer service at the branch level e.g. monitoring customers’ complaints and transactions, meeting with high-net-worth clients regularly, and maintaining personalized relations
• Respond to Customer related queries as they arise

Operations:

• Manage the branch’s liability portfolio by pushing for the growth of low-cost accounts and cross-selling
• Assist in the development of new products as well as push for the new product’s uptake

Compliance:

• Ensure that branch business practices are compliant with relevant banking laws and regulations, systems, and procedures

Reporting:

• Ensure timely submission of reports such as periodic business, call reports surprise check reports, etc.

Risk Management:

• Coordinate the review of branch risk control self-assessments (RCSA) in liaison with Branch Operations Manager
• Develop, update, and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies, and risk reporting
• Ensure all required displays are in place such as relevant business permits, licenses, Tariffs, etc.
• Ensure effective adoption and utilization of risk management tools
• Drive remediation of risk management exceptions identified during audit or risk reviews
• Promote risk management culture

Administration:

• Implement board/management directives for the branch in an effective and timely manner
• Overall in charge of staff within the department including leave management, training, coaching, and mentoring for the business staff
• Support the Head of Business Development in preparing the branch business-related budget by providing inputs
• Attend to audit queries related to Branch business
• Liaise with respective departments in the bank for the efficient and effective administration of the branch
• Liaise with other branches and head office as issues arise
• Perform any other duties as may be assigned by the immediate supervisor from time to time

 

Education and Qualifications

Bachelor’s Degree in business management, marketing, economics, accounting, finance or any other related field

Requirements

A minimum of 3 years of working experience at Branch Manager level

Characteristics

• Business development
• Marketing skills
• Analytical skills
• Leadership skills
• Communication skills
• Interpersonal skills
• Problem-solving skills

Reporting To

Head of Distribution