Branch Manager

To effectively manage the Branch to deliver sales and budget targets, offer high level of customer service, and create a challenging and healthy environment where staff can develop. This includes ensuring branch is fully compliant with operations and credit. Key Responsibilities Core Responsibilities Generic Accountability Ensure adequate staffing of each department within the branch Manage selection of branch sales staff Complete appraisal forms and collect input from the segment area manager and send completed form to AM to handover to HR. Be visible to customers and staff. Job Specific Accountabilities Ensures that the branch is running smoothly and effectively Maintain high level of customer service and handle customer complaints with TAT. Implement transformation initiatives as part of the LEAP program (e.g,. Customer programs, new roles) Implement Consumer Banking sales initiatives (e.g., products to push, sales campaigns, ways to approach customers, etc.) Develop and implement further sales initiatives (e.g. bring in new business using personal contacts, direct sales force and branch staff) Monitor and ensure branch performance meets KPI targets per customer segment (excluding Elite Gold) Supervise branch performance by participating in and leading daily retail sales team meetings and weekly service team and full branch meetings Provide direct coaching, mentoring and guidance to all staff Identify staff training needs (products, systems, sales skills) and address them Maintain satisfactory record on branch reports from Internal control, Credit examination and financial Auditors Review Audit and Compliance reports related to the branch and insure that corrective actions are taken when required and ensure they are not repeated any further. Interaction with colleagues/ internal stakeholders and ensure completion of Mandatory trainings NPS: - Ensure assigned NPS target is achieved by representing FAB values and following customer obsessed methodology to ensure high level of customer experience at all times with zero customer complaints. Ensure staff punctuality and attendance Ensure that no work is left pending by assigning tasks to the proper departments and allocating it fairly to staff within departments. Act as PML Co-Ordinator for branch. Custodian of Safe deposit locker Cash Vault custody Police alarm KEY PERFORMANCE INDICATORS Adherence to policies, processes, and procedures both internally and externally Work closely with the Area Manager to achieve agreed on sales targets Decide with the branch AM how to allocate yearly targets to different sales staff in branch. Development of new sources of business. QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES Threshold Qualifications Bachelor’s degree in any discipline with substantial credit and customer service experience in the branch network. Years & Nature of Experience 10 years’ relevant experience in the banking sector with at least 5 years in similar positions of progressively increasing managerial responsibilities in the branch network.

Bachelor’s degree in any discipline with substantial credit and customer service experience in the branch network. 10 years’ relevant experience in the banking sector with at least 5 years in similar positions of progressively increasing managerial responsibilities in the branch network.

Manage staffing and sales staff; drive achievement of sales and budget targets; ensure high level of customer service and handle complaints; implement transformation initiatives and consumer banking sales initiatives; develop and implement further sales initiatives; monitor branch performance against KPI targets; lead and participate in daily/weekly meetings; provide coaching, mentoring and staff development; identify training needs and address them; maintain compliance with internal control, credit examination and audits; address audit/compliance findings and ensure corrective actions; ensure mandatory trainings; achieve NPS targets and uphold FAB values; manage staff punctuality and task allocation; act as PML Co-ordinator for the branch; manage security procedures (safe deposit, cash vault, police alarm); ensure operations run smoothly; liaison with Area Manager; allocate yearly targets to staff; develop new sources of business.