Responsibilities:

Business Performance

• Put in place annually, an approved business plan document with complete information on customer segmentation, target names, products, services, revenues and profitability.
• Deliver set targets for deposits, risk assets and revenue and the effective management of customers.
• Target assigned customer segments within allocated time and call frequency to generate profitable sales.
• Ensure proper booking of all transactions of customers including deposits, loans, revenues and costs.
• Continually seek new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
• Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis.
• To ensure that the branch/business unit is profitable.

Relationship Management & Customer Service

• Deliver agreed customer and product sales, wallet share and profitability targets.
• Create and monitor customer calling program using the CRM platform.
• Cross sell bank products to customers as spelt out in the KPI.
• Responsible for keeping self and supervisors up to date on competitor data and feedback.
• To gather information to improve existing product offering.
• Achieve the set NPS (Net Promoter Score) target.
• Deliver appropriate product solutions and services in order to capture the target customer share of wallet.
• Develop strong internal relationships to achieve key deliverables.
• Build a strong local profile for self and bank through positive involvement in community activities.
• Own customer complaints and resolution process in portfolio.
• Advice/update customers on all tariffs, policies, procedures and any other changes to products or accounts.
• Ensure proper authorization of Customer Transactions within approved limits

Risk, Governance and Control

• Follow up on all pending transactions and ensure completion.
• Maintain customer profiles and files.
• Robust management of ticklers under your portfolio i.e call memos, insurances, collateral inspections, valuations and annual reviews of Credit Applications
• Provide feedback on performance of service providers.
• To comply with the GCPPM – Group Credit Policy and Procedure Manual.
• To comply with the PDO – Past Due Obligations Policy.
• To comply with the set guidelines set by the CISG – Credit Infraction Sanction Grid.
• To carry out ARA – Annual Risk Assessment, RCSA – Risk Control Self –Assessment, DCFC – Department Control Function Checklist as per set timelines.
• Prudent Management of the portfolio as per set target i.e. NPL and PAR

People Management

• Performance Review/self-assessment and discussion with Line Manager as per set timelines.
• Maintain and develop a culture of high performance, mutual respect, values and reputation in the branch.
• Actively work with Head Office departments to identify any operational and resource gaps (people, budget and equipment).
• Understand and communicate clearly the business strategy of branch/business Unit and bank.
• Motivate and engage the team to deliver on the branch set targets.
• Ensure competent back-up at all times and compliance with Leave Roster.
• Provide honest feedback on performance/support of colleagues/other units.
• Share knowledge and best practice with team members and other Unit heads

Requirements:

• Bachelor’s Degree in relevant field
• At least 7 years of Commercial Banking experience, 3 of which must have been as a Bank Branch Manager or similar commercial role
• Must be well versed with the Bank’s credit policy and procedures
• Strong marketing and business development acumen
• Strong customer service orientation/management
• Strong interpersonal, communication and leadership skills
• Sound knowledge of product and operational procedures