Overview

The Branch Manager is responsible for sales, service, operating budget, profitability and operational integrity of the branch. S/He is the custodian of the CUSTOMER in the branch and shall ensure excellent customer experience in a secure environment whilst ensuring maximum outreach and sustainability of the company. S/He will ensure we achieve our digital-forward agenda and represent the company’s brand in the branch catchment area. The holder of this role reports to the Operations Manager.

What You Will Do

Customer Experience

• Ensure that customer service standards are maintained in line with the requirements of each market segment.
• Ensure that customer complaints are monitored, reported, 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 best processes are implemented and sustained in the branch and managed effectively.
• Ensure that we are primarily serving our customers via digital channels that will make their lives easier and ensure the efficient and affordable delivery of financial services.
• Ensure efficient and effective resourcing (people and systems) to meet customer needs.
• Ensure the branch staff are obsessed with our customers – understanding them and providing solutions to their underlying needs.

Sales Management

• Develop and implement market penetration programs including market activation, promotions, with the view to widen the branch’s reach within its catchment area.
• Develop micro market sales plans to achieve responsive sales budgets/targets for branch.
• 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 and track sales leads and provide coaching and feedback to the team.
• Coach the sales team on product knowledge and making the most of cross-selling opportunities.
• Assist employees within the branch in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
• Develop and leverage on networks of influencers within catchment area for the ultimate benefit of Affinity and our customers.

DRIVING FINANCIAL PERFORMANCE

• • Ensure the cost of running the Hub is optimal to generate the required value for the business.
  • Manage the Hub to meet improve overall profitability and achieve required financial performance metrics to be determined from time to time.
  • Ensure the balance sheet is optimal to generate the required revenues
  • Minimize loan losses to improve profitability

Required Qualifications, Skills and Competences

• Bachelor’s Degree in accounting, Finance, Administration, or related field
• Three (3) years’ experience in bank branch management
• 3 years or more experience and training in managing and supervising branch operations gained from a service oriented, banking, or similar industry background
• Comprehensive knowledge of banking policies and procedures relating to all areas under control
• Knowledge of retail and business (SME) banking
• Knowledge of business economics and financial management principles and practice
• Knowledge of risk management and credit principles, including group dynamics
• Knowledge of Operational processes
• Ability to use MS Office applications– Word, Excel & PowerPoint
• An extensive understanding of the banking environment
• Ability to coach and motivate staff for high performance
• Ability to manage stakeholders – both internal and external.
• Passionate about financial inclusion through use of digital technologies
• Digitally savvy and curious about technology