BRANCH MANAGER

KEY RESPONSIBILITIES: Ensuring overall Branch Management, Staff Management, Branch profitability, Business Growth (customer, deposit, asset, channel), Development and Service Excellence. The Branch Manager will lead, develop, and manage a branch to ensure achievement of the business objectives with responsibility for Revenue Generation through increase of NonFunded Income and Non- Interest Income. Deliver branch plan including leads/sales prospect management and overall customer experience and establish I&M Bank as a provider of world class Consumer banking solutions. Direct, supervise and in charge of frontline staff (SO, Personal Bankers). Liaise with Branch Operation Manager to optimize cost through effective resource management within the branch with maximum productivity and foster customer-centric ethos within the branch. Financial and Business Growth:60% Time allocation • Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients. • Monitor performance of branch in achieving its overall business target (Branch Profitability, liability, asset, increase net customer base, reduce dormancy, revenue from NFI, NII) • Continuously conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators. Provide recommendations in the development of new products based on current trends for the new product’s up take. • Prepare branch annual strategy for the branch and review monthly progress with the Head of Branch Network. • Prepare and submit Daily Call reports, weekly call plan aligned with branch strategy and discuss with the Head of Branch Network. • Record, follow-up and ensure closure of all leads generated in iLeads. Prepare branch performance reports and presentations timely & accurate as directed by the supervisor • Collaborate with product specialists with qualified referrals for cross-sell (Select Banking, Treasury, Trade Finance, Bancassurance, Sales Manager, SME/Business Banking, Channels, Custodial Services, Workplace Banking). Responsible for overall parent relationship management and providing a wide range of cross selling leads and investment solutions. • Management of borrowing and non-borrowing accounts in the branch to enhance customer loyalty, mitigate against loss and enhance increased business. • Drive and monitor branch profitability, dormancy, channel and registration and utilization. People Management – 15% • Build and develop a high performing and motivated team committed to achieving success. Ensure a good working environment for staff to ensure maximum productivity. • Set performance objectives and KPIs for the branch team, providing regular feedback from staff appraisal processes in accordance with Branch Operations Manager and monitor performance to ensure the Branch achieves its overall business targets • Chair the daily huddle with the team to drive performance. Chair the weekly/monthly meetings and document the minutes. Provide regular feedback on Branch performance. • Provide leadership to branch team by constantly offering training and guidance on the business expectations, training on new products. • Manage performance /disciplinary issues/grievances for staff. • 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. Customer Experience – 10% • Always ensure excellent customer experience. • Contribute to the branch business targets through strict TAT observance and high level service delivery standards. • Appraise and promptly address customer issues /complaints escalating as necessary to ensure timely resolution. • Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements. • Overall Accountability for in-branch merchandising. 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. • Generate new business opportunities, providing clients with advice and help guide them on their financial choices as well as promptly resolving complaints that lead into delivering exceptional customer service, and ensuring client satisfaction. Operational Risk-15% • Support the control environment by overseeing testing of overall branch operations rigor and reporting any key risks in the branches. • The BM will be accountable for any operational gaps noted and should work with the Operations managers to Ensure controls are well planned and adhered to Management of Operational Risk across the branch • Support Audit and own Audit actions and Outcomes. • Ensure no Operational or fraud losses. • Ensure that branch business practices are compliant with relevant banking laws and regulations, systems and procedures. • 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. Key Performance Measures: Meet core business KPIs (PBT, Branch Profitability, Growth in MIS, NTB Business, Net Customer Growth, NPS, Dormancy ratio, NFI and NII Income, Digital active customers, Revenue, TAT, Cross Selling Ratios).Support Management of Branch Operation risk measures including Audit Assurance and Operational Losses. Key Measures and Time Allocation -this may change from time to time • Strategic 15% • Business Initiatives 60% • Branch Operations 15% • Values 5% • Impairment management 5% Requirements Qualifications: • Bachelor’s Degree in business management, marketing, economics, accounting, finance, or any other related field • Master’s Degree will be an added advantage. • A minimum of 5 years of working experience at branch management level.