Job Responsibilities

• Cascade the sales targets assigned by the Head of Distribution and branches, or in his absence, by CEO/Managing Director to branch staff.
• Identify and implement action plans and regularly track and review performance to ensure the achievement of the set targets and business growth objectives cascaded down by the Head of Distribution and Branches, or in his absence, by the CEO/Managing Director.
• Meet regularly with the branch customers including important/ high net worth customers to assist in the growth of business
• Manage the product portfolio of each line of products and control the cost and profitability of the branch.

Customer Service

• Maintain high levels of customer service in all front office functions such as Cash Management, Remittances, drafts, Account opening/ inquiry & maintenance, sales and after sales by efficiently abiding to the process and by reducing customer waiting time and service time.
• Promote a high level of customer service culture among the branch staff for potential acquisitions.

Service Quality & Business Operations Control

• Attend all audit requirements and strive to have a null/low risk audit rating and ensure that all the branch operations are in accordance with the established Bank’s policies, operating manuals, service quality standards and code of conduct for smooth workflow, high service quality, and low level of operational risk and report any deviation to the management.
• To maintain a low risk level of cash difference by following diligently the process set by maintaining detailed accounting records of daily cash flow as well as regular review of daily MIS reports, checking notes, denominations & security items to ensure accurate delivery of cash to customers.
• Monitor continuous customer complaints and mystery shopping results and recommend necessary measures and initiatives to improve the score and to ensure high customer satisfaction.
• To ensure a high level of safety & security measures are in place as well as to maintain proper communication with the police department whenever it is required.

Internal Process

• To lead any branch projects (Service Quality Programs, Process changes, sales… etc.) and support the launch of new products and services as per the consumer banking business plan.
• To maintain an accurate archives file for all branch transaction records, vouchers, stationary reports.
• Follow up on various cases with all the concerned stakeholders such as customers, internal Bank’s departments to ensure 100% closing mandates.

Training & Development

• Analyze the training and development needs of staff and nominate them for an appropriate training course to close the skill gaps and ensure that all staff are well trained and fully aware of the bank’s products and services, policies and procedures.
• Build and maintain effective communication skills with branch’s staff by conducting regular staff meetings and discussions to have a high level of staff engagement and Job satisfaction.
• To ensure proper staff management in terms of annual leave, performance appraisal, two days off as well as to ensure proper resources allocation to meet the branch’s business requirements.

Other Requirements

Education

• A Bachelor’s degree as a minimum, Master’s degree will be an advantage.

Training / Skills

• General Banking knowledge
• Local and/or international Market knowledge
• Computer skills
• Accounting & Financial capability

Work Experience

• At least 10 years experience in Banking, with a minimum 4 Years in as a Bank Branch Manager
• Experience in a Sharia compliant Bank will be an added advantage
• Previous experience working in specified regions: Nairobi and Mombasa CBDs is a must.

Competencies

• Analytical Thinking
• Coaching and Mentoring
• Communication Skills
• Flexibility
• Leadership
• Liaison Skills
• Planning & Organizing
• Relationship Management
• Banking Services
• Sharia Foundations & principles of Islamic finance