Manager, Branch at Standard Bank Group

Job Purpose:

• Ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.
• Grow the Branch Balance Sheet, Income Statement and Account volume in line with set targets. Ensure that cross-selling opportunities are actioned, and customers are migrated to more appropriate and cost-effective channels.
• Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure. Maintain a high level of integrity and ethical standards.

Output:

Customer service

• Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
• Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
• Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
• Ensure that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned.
• Ensure efficient, customer-orientated switchboard and telephone procedures.
• Ensure that 5 Star process is implemented and sustained in the branch and managed effectively by 5 Star champions

Legislative compliance

• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with CBK Prudential Guidelines.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.

Risk management

• Ensure that laid-down instructions are adhered to by all areas under control.
• Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.
• Ensure maintenance of an effective control structure, with control activities defined at each level and duties appropriately segregated.
• Monitor internal controls to ensure their adequacy and effectiveness. Recommend revision of controls to Operations, where appropriate, to address new or previously uncontrolled risks.
• Maintain a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
• Ensure that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
• Ensure effective compliance with agreed limits of authority and levels of access to systems and information.

Sales management

• Develop micro market sales plans to achieve responsive sales budgets/targets for branch (Managing and Winning in the Local Market).
• Gain a sound understanding of the different local market segments in the branch’s area of operation.
• Keep up to date with changes and developments in the local market/area.
• Manage the sales tracking system and provide coaching and feedback to the team.
• Coach the sales team on product knowledge and making the most of cross-selling opportunities.
• Assist subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.

People management

• Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
• Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
• Visibly assist the branch in achieving targets and standards of performance by providing consistent encouragement and guidance.
• Ensure that equity requirements are met and transformation initiatives supported.

Operational effectiveness

• Responsible for the net profitability of the branch: ensure effective management of revenue and expenditure with emphasis on the containment of controllable costs.
• Optimise and streamline existing systems, processes and controls for cost-effective service delivery.
• Manage assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
• Provide an effective administrative function for the branch.
• Ensure overall operational readiness and efficiency of the branch infrastructure including premises, ATMs, systems and physical security requirements.
• Ensure overall staff complement is in line with productivity measurements.

Compliance

• Responsible for the implementation and adoption within Garden city Branch of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to the Compliance Office.

Perform to Grow (PtG) confirmation on adherence to compliance

• Ensure that Staff are reminded of the requirement to indicate that during the year under review with regards to performance, the concerned staff
• Have acted within the compliance framework through the year
• Have complied with all policies and procedures applicable to them
• Have the requisite skill, training and understanding to be competent in their roles
• Are fit and proper to perform their role

QUALIFICATIONS
Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Business Commerce

Experience Required

• Client Coverage
• Consumer & High Net Worth
• 5-7 years
• FAIS qualification and experience. Former branch experience in branch processes, products and systems. Experience in the application of coaching techniques would be beneficial, as part of having led a team.

ADDITIONAL INFORMATION
Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Producing Output
• Providing Insights
• Showing Composure
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Client Knowledge
• Processing
• Product Knowledge (Consumer Banking)