At least 7 years working experience in Sales and Relationship Management, including banking Operations, specifically in Branch Operations

Knowledge and experience of the mass market segment, and performance of both Agency and Inclusive banking

Minimum of a first degree/professional qualification from a recognized professional institution

Excellent sales abilities essential for achieving Branch Sales and segment target

Excellent multicultural awareness and management skills, essentially people person

Detailed working knowledge of bank/branch processes and controls in all core banking activities

Good communication and inter personal skills

High degree of team building and supervisory skills and abilities

5.   KEY COMPETENCES

Technical Skills

• Conceptual skills
• Human relations/interpersonal skills
• Planning
• Communication
• Negotiation and influencing skills
• Decision making
• Problem solving
• Ability to interpret data including financial data
• Digitally savy
• Delegation
• Adaptive to change and is flexible
• Drive

6.  KEY RESULT AREAS

• To maximise profit and to supervise the operations of the Branch in conformity with the bank’s operational manual and standards
• To deliver sales  and revenue targets of the Branch including review targets of Agent Network Officers and Business Development Mangers of the mass market segments
• To provide assurance to the branch operations team in ensuring controls and procedures are fully followed, in order to help drive quality service delivery in the branch
• To ensure that all sections within the Branch functions run efficiently to meet service standards for both internal and external customers
• To establish and review key operational risk indicators and formulate action plans to minimize the Branch’s exposure to fraud and losses
• To establish operational goals which are challenging in the improvement of :
  • Operational Cost
  • Service Quality
  • Controls
  • Customer Service
  • Channel Management
• To check and control hygiene of the Branch, including working and safety conditions of branch staff, as well as physical branch structures.  Oversee branch premises, building, equipment and Branch security
• To be responsible for the re-engineering of the branch processes to improve customer service and cost effectiveness and control of performance targets.
• Ensure that effective documentation is in place, in the form of user quotes and branch operating instructions, for existing systems and future systems.
• To ensure that the Branch does not obtain an adverse audit rating.
• To ensure that the Branch suspense accounts are always balanced
• To be responsible for the performance appraisal of branch operations and all other staff in the Branch
• Keep abreast of local competitors’ activity and make recommendations on internal pricing, promotion and product policies
• Own the ‘look and feel’ of the branch and ensure it is in consonance with the prescribed visual identity (VI) always, working with the relevant support functions.
• Collaborate with other business segments within the Retail Banking division including Commercial and SME Banking, Inclusive Banking, Agency Banking and Retail Products to drive business growth.
• Collaborate with other business functions like Corporate Banking, Fidelity Securities, and others to drive value for the bank.

7.   PEOPLE MANAGEMENT

• Supervises immediate team members to ensure that time, quality, and other set standards are achieved
• Interpret Conditions of Service to immediate team members
• Appraise the performance of all branch staff including CSOEs, CSOTs, ROs, and BOS
• Identify training needs of immediate team members and recommends appropriate training for them.
• Administer disciplinary measures to immediate team members in accordance with the Bank’s disciplinary policy, values, code of conduct and procedures

7.   RISK AND COMPLIANCE

• Ensure prompt and adequate compliance responses to Sanctions and AML/CFT enquiries sent in by Compliance department
• Take part in all annual mandatory refresher training organized by Compliance
• Report all suspicious or fraudulent activities to Compliance or via whistle-blowing toll free line.
• Signs off all PEP accounts and the Combined Risk Framework.

8.   COMMUNICATIONS AND WORKING RELATIONSHIPS

• Regional Sales and Service Manager
• Director, Channels and Sales
• All Directors and Business Heads within Retail Banking
• Head, Agency Banking
• Hub Manager
• Head Prestige Banking
• Retail Network Team
• Director, Banking Operations
• Head, Branch Services
• Internal Control
• Internal Audit
• Customer Experience
• External auditors
• Financial Crime Management Unit
• Central Bank
• HR Business Partner

9. information security responsibilities

• Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures
• Safeguard the bank’s information assets in accordance with its ISMS policies and procedures