Branch Manager at NCBA Group

Job Purpose Statement

To provide powerful branch and its agency (ies) (hereinafter called “branch”)) leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability.
Responsible for the day-to-day running of the branch, keeping high level of bank operations standards and management controls.

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth 60%

• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Managing branch portfolio risks in line with the bank’s portfolio appetite.
• In conjunction with Regional Branch Manager and Products Development, conduct product review and product development through constant feedback from the market.Harness existing and create new competencies in order to achieve competitive advantage.

Internal Controls & Risk Management 10% 

• Ensure all branch controls, security, processes & procedures are adhered to at all times through the Branch Operations Manager or as applicable. Business Continuity Plan (BCP) implementation and disaster recovery co-ordination
• Ensure that the NCBA bank’s Policies are adhered to at all times 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 fees and commissions due to the bank are collected.
• Responsible for strict cost management in the branch i.e. reviewing all service provider quotations before the work can proceed. In addition, the Branch Manager is expected to conduct regular reviews of the following cost elements:

Customer Experience 10% 

• Ensure excellent customer experience at all times.
• Contribute to the branch business targets through strict TAT observance and high level service delivery standards.Co-ordinate branch initiatives aimed at gathering feedback.
• Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution.
• Ensure there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA bank Values.
• Engagement with customers and supporting them in times of personal need aimed at developing a strong bond and loyalty.
• Ensure CDM,ATM and all other branch channels uptime meets minimum required threshold as per laid down bank policies and procedures

Job Specifications

Academic:

• Bachelor’s degree in a business related field – Upper second or GPA 3.0.
• Master’s Degree will be an added advantage.

Professional:

•  AKIB or CPA (K), CSAPs.
• Proficiency in computer use including MS Office tools and banking systems

Desired work experience:

• 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 (4) within business development
• Proven track record of consistently exceeding set targets.
• Leadership skills
• Excellent Bank product knowledge