Branch Manager at DIB Bank Kenya Limited (DIBBKE)

Job Purpose

Reporting to the Head of Distribution, the Branch Manager will be responsible for developing and managing the Branch portfolio and lead the branch to achieve the following key objectives, in line with the Bank’s policies and guidelines:

• Business growth: Meet assigned targets for deposits, financing assets, accounts and product sales.
• Profitability: Achieve the Branch’s profitability objectives.
• Customer service: Embed a superior customer service culture and implement service standards.

Key Responsibilities

Business Growth and Development

• Ensure business growth and profitability for the assigned Branch.
• Cascade the sales targets to the 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
• Key stakeholder engagements.
• 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 Branch functions including Cash Management, Remittances, drafts, Account opening/ inquiry and maintenance, sales and after sales by efficiently abiding to the process and by reducing customer waiting time and service time.
• Monitor continuous customer complaints and mystery shopping results and recommend necessary measures and initiatives to improve the score and to ensure high customer satisfaction.
• Promote a high level of customer service culture among the Branch staff.

Business Operations and Control

• 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 deviations.
• 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.
• Adress and close any audit findings within the specified timelines.
• Ensure safety and security measures are in place.

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.

People Management

• Offer effective leadership to the Branch team
• Drive a high performance and productivity culture in the Branch through targets cascade, setting of targets, target monitoring and periodic reviews, coaching and mentorship, rewards and recognition and effective support to improve performance.
• Analyze the training and development needs of staff at the Branch and recommend appropriate measures to enhance staff knowledge and skills.
• Build and maintain effective communication with Branch’s staff by conducting regular staff meetings and discussions aimed at high levels of staff engagement and Job satisfaction.
• Business continuity; Ensure effective succession plans, leave management and proper resources allocation to meet the Branch’s business requirements.

Job Specification

Education

• Bachelor’s degree in a business/ related discipline from recognized University.
• Post graduate qualifications are desirable.

Training / Skills

• General Banking knowledge
• Understanding of the macro and micro factors affecting the Banking industry.
• Computer skills
• Accounting and Financial capability

Work Experience

• Minimum of 5 Years in a similar role.
• Must have prior experience working in a Sharia compliant Bank/ Financial Institution.

Competencies

• Business / commercial acumen
• Analytical Thinking
• Coaching and Mentoring
• Communication Skills
• Leadership
• Planning and Organizing
• Stakeholder/ Relationship Management
• Banking Services
• Sharia Foundations and principles of Islamic finance will be an added advantage.