Branch Manager at Family Bank Ltd

Job Purpose:

• To formulate and implement strategic initiatives to drive new business growth and increase market share. Monitor branch performance, manage portfolio risks, and ensure compliance with bank policies. Collaborate with various business functions to maximize cross-selling opportunities and enhance customer loyalty. Provide leadership, guidance, and training to build a high-performing team dedicated to delivering exceptional customer service and achieving business objectives. Ensure adherence to operational controls, cost management, and regulatory requirements to maintain a favorable image and drive continuous improvement.

Key Responsibilities

• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Area Manager and respective Business Heads.
• Managing branch portfolio risks in line with the bank’s portfolio appetite.
• Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as, Asset Finance, Commercial Banking, Direct Sales Team, Bancassurance, etc to maximize cross-selling opportunities.
• Management of borrowing and non-borrowing accounts in the branch to enhance customer loyalty, mitigate against loss, and enhance increased business.
• Harness existing and create new competencies to achieve competitive advantage.
• Continuously conduct market intelligence to identify new markets, customer trends, new government directives, and changes in policy by regulators.
• Prepare own annual strategy for the branch and review geographical strength to enhance deeper understanding of branch and market opportunities.
• Ensure all branch controls, processes & procedures are adhered to at all times through the Branch Operations Manager. Business Continuity Plan (BCP) implementation and disaster recovery coordination.
• Ensure that the Bank’s Policies are always adhered to when handling different products.
• Ensure branch performance reports are timely & accurate.
• Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Manage cheque referral process to ensure timely feedback.
• Ensure all relevant reports are submitted on a timely basis.
• Ensure all fees and commissions due to the bank are collected.
• Responsible for strict cost management in the branch i.e, conduct regular reviews of various cost elements.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted.
• Always ensure excellent customer experience.
• Contribute to branch business targets through strict TAT observance and high-level service delivery standards.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Appraise and promptly address customer issues/complaints, escalating as necessary to ensure timely resolution.
• Ensure there is a robust internal customer satisfaction rating by ensuring the team lives the Family Bank Values.
• Monitor branch premises to ensure high standards of appearance are maintained to project the Bank’s image favorably.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Provide clear direction to branch staff on FBL business objectives, translating and prioritizing into business performance measures at branch level.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Build and develop a high-performing and motivated team committed to achieving success.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Provide leadership to branch staff team by constantly offering training and guidance on business expectations.
• Help in resource planning, setting performance objectives, and providing regular feedback on branch performance.
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.

Qualifications:

• Hold a bachelor’s degree in commerce/business, Accounts, or related field.
• Professional banking qualifications or CPA (K) qualifications is a plus.
• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (2) within business development

Competencies and Personal Attributes

• Understand the Banking Act and Central Bank of Kenya (CBK) clearing procedures and general laws related to Banking, high levels of professionalism and professional development.
• AMC/CFT training/knowledge.
• Proven track record of consistently exceeding set targets.
• Good Knowledge of CBK Prudential Guidelines
• Management and leadership ability: Have excellent interpersonal and people management skills.
• Proficiency in computer use including MS Office tools and banking systems.
• Honest and with high integrity