Branch Manager – Bondeni Branch at DIB Bank Kenya Limited (DIBBKE)

Job Purpose  

• To develop and manage the Branch portfolio and to lead the branch effectively in order to ensure the achievement of  assigned branch business objectives/targets for deposits, financing assets, cards and product sales targets,  profitability objectives, and implementation of superior customer service culture and standards, while adhering to  Banks policies and guidelines. 

Key Responsibilities 

• Drive the Branch liability sales targets.  
• Identify and implement action plans and regularly track and review performance to ensure the achievement of the set targets and business growth objectives.  
• Maintain relationship with customers including high net worth customers in order 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. 
• Ensure maintenance of high levels of customer service of 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. 
• 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 in order to ensure accurate delivery of cash to customers. 
• Monitor continuously 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 at the Branch. 
• To lead any branch projects (Service Quality Programs, Process changes, sales etc.) and support the launch  of new products and services as per the 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. 

Job Specification 

• Bachelor’s degree in business management or elated field from a recognized university. Master’s degree  will be an advantage. 
• Minimum of Eight (8) Years Banking experience with at least 3 years in supervisory/management role 
• Financial acumen 
• Analytical Thinking skills 
• Coaching and Mentoring skills  
• Excellent Communication Skills 
• Sharia Foundations & principles of Islamic finance will be an added advantage.