Branch Manager at Commercial International Bank (CIB) Kenya

Job Purpose Statement

Provide Branch leadership, team development, deliver excellent customer experience, and drive branch business growth and profitability. Grow the assets and liabilities business, manage costs to maximize profitability, and oversee all operational and HR aspects. Main contact person responsible for ensuring quality customer service at the branch.

Key Responsibilities

Financial

• Formulate and implement strategic initiatives to increase new business and share of wallet.
• Manage branch portfolio risks in line with the Bank’s appetite.
• Coordinate sales initiatives with other functions like Corporate Banking to maximize cross-selling.
• Monitor and maintain accurate records of branch business performance.
• Manage borrowing and non-borrowing accounts to enhance loyalty and mitigate losses.
• Collaborate with Head of Retail and Product Development for product reviews and development.
• Conduct market intelligence to identify new markets, trends, government directives and policy changes.
• Prepare annual branch strategy and analyze market opportunities.

Customer

• Ensure excellent customer experience always.
• Support branch business targets through strict TAT and high service standards.
• Coordinate initiatives to gather customer feedback and advise business heads.
• Address customer issues/complaints promptly and escalate when necessary.
• Drive internal customer satisfaction and promote CIB Bank values.
• Maintain branch premises to reflect the Bank’s brand image.
• Engage customers personally, especially in times of need, to build loyalty.

Internal Business Process

• Ensure adherence to branch controls, processes and procedures.
• Implement Business Continuity Plan (BCP) and coordinate disaster recovery.
• Comply with bank policies when handling products.
• Submit timely and accurate performance reports.
• Enforce KYC & AML processes and proper documentation for new business.
• Manage cheque referrals and ensure timely feedback.
• Ensure timely collection of fees and commissions

Functional Responsibilities

• Provide direction to staff on bank objectives and align them with branch performance targets.
• Ensure proper merchandising display.
• Brief staff on promotions and provide feedback on sales.
• Build relationships with key local clients and influencers.
• Support product specialists in marketing to local businesses.

Job Specification

Academic

• Bachelor’s degree in a business-related field – Upper Second or GPA 3.0.
• Master’s degree is an added advantage.
• Professional Qualifications & Experience
• AKIB or CPA(K), CSAP’s.
• Proficiency in MS Office and banking systems.

Desired Work Experience

• At least 8 years in banking, covering branch operations, credit management and business development.
• At least 4 years in a management role (2 in branch operations, 2 in business development).
• Proven record of exceeding targets.
• Leadership skills and strong product knowledge.