Branch Manager at Ecobank Kenya

Job Description

BUSINESS PERFORMANCE 

• Put in place annually, an approved business plan document with complete information on customer segmentation, target names, products, services, revenues and profitability. 
• Deliver set targets for deposits, risk assets and revenue and the effective management of customers. 
• Target assigned customer segments within allocated time and call frequency to generate profitable sales. 
• Ensure proper booking of all transactions of customers including deposits, loans, revenues and costs. 
• Continually seek new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment. 
• Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis.
• To ensure that the branch/business unit is profitable.

RELATIONSHIP MANAGEMENT & CUSTOMER SERVICE 

• Deliver agreed customer and product sales, wallet share and profitability targets. 
• Create and monitor customer calling program using the CRM platform. 
• Cross sell bank products to customers as spelt out in the KPI. 
• Responsible for keeping self and supervisors up to date on competitor data and feedback. 
• To gather information to improve existing product offering. 
• Achieve the set NPS (Net Promoter Score) target.
• Deliver appropriate product solutions and services in order to capture the target customer share of wallet. 
• Develop strong internal relationships to achieve key deliverables. 
• Build a strong local profile for self and bank through positive involvement in community activities.
• Own customer complaints and resolution process in portfolio. 
• Advice/update customers on all tariffs, policies, procedures and any other changes to products or accounts. 
• Ensure proper authorization of Customer Transactions within approved limits.

RISK, GOVERNANCE & CONTROL 

• Follow up on all pending transactions and ensure completion. 
• Maintain customer profiles and files. 
• Robust management of ticklers under your portfolio i.e call memos, insurances, collateral inspections, valuations and annual reviews of Credit Applications 
• Provide feedback on performance of service providers. 
• To comply with the GCPPM – Group Credit Policy and Procedure Manual. 
• To comply with the PDO – Past Due Obligations Policy. 
• To comply with the set guidelines set by the CISG – Credit Infraction Sanction Grid. 
• To carry out ARA – Annual Risk Assessment, RCSA – Risk Control Self –Assessment, DCFC – Department Control Function Checklist as per set timelines. 
• Prudent Management of the portfolio as per set target i.e. NPL and PAR. 

PEOPLE MANAGEMENT 

• Performance Review/self - assessment and discussion with Line Manager as per set timelines. 
• Maintain and develop a culture of high performance, mutual respect, values and reputation in the branch. 
• Actively work with Head Office departments to identify any operational and resource gaps (people, budget and equipment). 
• Understand and communicate clearly the business strategy of branch/business Unit and bank. 
• Motivate and engage the team to deliver on the branch set targets. 
• Ensure competent back-up at all times and compliance with Leave Roster. 
• Provide honest feedback on performance/support of colleagues/other units. 
• Share knowledge and best practice with team members and other Unit heads.

EDUCATION & EXPERIENCE

• Bachelor’s Degree in relevant field 
• At least 5 years of satisfactory service, 3 of which must have been as a Relationship Manager 
• MUST be well versed with the Bank’s credit policy and procedures 
• Strong marketing and business development acumen 
• Strong customer service orientation/management