Job Purpose

The incumbent is required to implement business and service strategies to deliver Retail and Business Banking performance and growth targets of a cluster of branches in the region. Provide leadership of a number of branches to ensure the delivery of the business plans for the cluster by establishing a high-performance culture amongst the branch management and relationship management team. The role oversees the operations of the existing Branches and business expansion through new Branches. This position is also responsible for ensuring customer retention through regular client contact/visits and ensure a seamless customer experience at the branches.

PRIMARY RESPONSIBILITIES

Driving Business Performance 50%

• Development and implementation of business strategies to deliver performance and growth targets of the Cluster.
• Interpret overall Retail and Business Banking strategies into implementable plans and communicate to the branches in the cluster.
• Define, agree and implement with branch management throughout the cluster the necessary strategies and processes in respect of set performance targets.
• Monitor overall branch sales performance ensuring sales and portfolio growth targets are achieved.
• Making periodic visits to the Branches under jurisdiction to meet prospective and existing clients for business growth.
• Managing the quality of Credit Portfolio including documentation; to support credit lending and ensuring compliance with set policies and procedures.
• Build and maintain proactive relationships with internal stakeholders including product/proposition and segment heads to drive performance.
• Gather field feedback and provides insight into all product marketing and distribution opportunities to improve business performance & service.
• Understand the local business drivers and issues that have an impact on branch/cluster performance.
• Have insights on competitor products in the local market and make suggestions on improvements or changes to product teams.
• Identify business improvement opportunities within the cluster and make appropriate recommendations to the Personal & Business Banking leadership team e.g. service initiatives, improvement for existing products and processes, opening or closure of branches.
• Analyze business related information received through the branch network and provide recommendations for input into short, medium and long term PBB strategy.

 People Management and Development 20%

• Ensure effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget.
• Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the cluster team
• Maximize performance of branch managers, relationship managers and their teams by identifying and developing the training needs and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the cluster and branch teams that results in a high performance climate and culture.
• Share knowledge experience and best practice with branch managers, relationship managers, branch teams and the broader business.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR.
• Acts as escalation point for grievance cases touching on branches in the cluster.
• Motivate staff through appropriate recognition schemes.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

 Customer Service Management 20%

• Understand and articulate aggregated cluster requirements & customer feedback to help enhance over customer experience.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed and focused Branch team, consistently delivering creative, precise and customer focused service.
• Act as the escalation point for HOT complaints. Visit high net worth or key clients to support the branch managers and relationship managers.
• Ensure branch network delivers excellence service through continuous monitoring of service scores and develop plans for improvement. Discuss and agree plans with direct reports.
• Collaborate cross-functionally to provide high standard of service delivery.

 Risk & Control Rigorous Compliance Management 10%

• Ensure the cluster operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards in the cluster are met and where required review branch remediation action plans.
• Review incident reports raised from branches and take required actions e.g. escalation, disciplinary action etc.
• Sign off all budgeted branch expenses above branch manager limits.
• Accountable for other non-branch related expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Person Specifications

Academic Qualifications

• Bachelor’s degree in Business or Finance from a recognized institution.
• Master of Business Administration degree or its equivalent from a recognized institution (added advantage)

 Professional Qualifications

• Chartered Institute of Marketing diploma or its equivalent; and
• Associate of Kenya Institute of Bankers (AKIB) or its equivalent professional body.

Experience

• At least 12 years relevant experience, 3 of which should have been in a managerial position in retail and/or business banking.
• At least 5 years in branch management with track record of performance in a large/flagship branch.

Skills and Attributes

• Strong strategic and financial analytical skills.
• Knowledgeable in prudential guidelines and banking regulations.
• Excellent relationship building skills.
• Highly developed networking skills.
• Business Acumen skills
• Credit Appraisal, Credit & Operational Risk Management skills
• Working knowledge of Branch Operations and Controls.

Generic competencies

• Excellent communication and interpersonal skills.
• Good planning and organizational skills.
• Strong leadership and people management skills.
• Strong problem-solving skills coupled with decision making ability.
• Drive Positive Customer Experience.
• Stakeholder Engagement
• Strong negotiation and influencing skills.
• Performance Management skills.