Responsible for delivery of branch balance sheet and profitability targets by driving the sales and service agenda with a focus to meet MTP goals. To ensure acquisition of quality accounts and implore customer retention strategies that will ensure sustainability of business growth. To effectively manage process controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy. To ensure effective people management and growth.

Under the supervision of the Head Private Banking the following are among the Job Key Responsibilities:

100% responsibility for Branch Balance sheet & profitability

Responsible for Retail sales, Growth of Private segments

100% responsibility for Retail revenue

Responsible for setting performance targets for the team such as Deposits, Loans/Advances, Number of funded accounts, net interest income, fee and commission income and expenses, Banc assurance targets and aim to achieve and/ or exceed set targets.

Responsible for formulation of sales strategy/sales plans for the two segments in order to provide direction to the team.

To monitor sales performance against set targets and address any adverse variances on time.

To ensure that and Assistant Private Bankers are meeting their cross-sell ratio targets through coaching and provision of sales tools.

To ensure execution of the client contact plan according to set timelines so that clients are relationship managed accordingly.

To monitor customer balance thresholds and ensure upgrades and downgrades are recommended timely so that correct CVP is applied for customers based on balance holding.

Monitor inflows and outflows of customer deposits and employ workable strategies for customer deposit retention.

To ensure all new initiatives are implemented as set by the business so that branch activities are aligned to MTP plans.

To supervise product promotion campaigns by distributing material to branch staff and customers and ensuring the cascading of key messages and product training is done for branch staff

To actively engage customers whose accounts, fall dormant with a view to activate the account or close for those at nil in order to retain a quality customer base

To proactively engage customers with near end term deposits for renewal in order to retain the deposit.

To ensure that sales effected are in line with the bank’s overall strategic direction.

To conduct customer exit interviews in order to seek opportunities to retain relationships

To lead in daily sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice.

To ensure Private customers are relationship managed with customer contact plan executed according to agreed timelines for Category A, B & C customers. To identify low or no debit card, mobile banking or online banking usage and engage customer to transfer in order to contribute towards the bank’s objectives.

To make customer visits and avail call reports to line manager and execute generated leads and actions from call reports in order to track and monitor leads and actions.

To work with the Assistant Private Banker in completing quarterly service action plans

To work with the Assistant Private Banker in addressing all issues raised in the branch assessment reports

To set and monitor Branch Service Standards using the 5 Non-Negotiable in order to ensure the delivery of high service quality to customers is attained.

To track service performance regularly and rectify any deficiency in order to maintain high service standards

To ensure overall operational governance, risk and control is maintained

To ensure branch self-audits are taking place monthly so that there is End to End compliance on the operational controls as laid down in the OPM.

To ensure that there is effective management of processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy

Implement and Close all audit recommendations, identified control weaknesses from Risk RCSAs, Consultancy reports or Customer complaints and risk events.

To ensure management and testing of the business continuity plan for the branch and raise any issues that may come up during periodic testing.

Responsible for Agency management where applicable

To oversee resolution of all audit issues raised.

Where applicable, to represent the bank at all Central Bank meetings and ensure actions required by the bank are executed.

To ensure that there is adequate physical security at the premises and functional internal external alarms and that system security is maintained.

To manage the branch expenses

Ensure adherence to all account opening procedures. Kyc, profiling, minimum balance etc.

Treat customers fairly, explain full value proposition for the product, and associated costs.

Provide clear and consistent guidelines on vision and strategic goals in order to attain full alignment between with staff.

Manage staff and foster a positive environment that promotes the Zanaco values in the ways of working together.

Any other responsibilities or tasks as assigned by management.

INTERNAL/EXTERNAL CONTACT

• Existing / prospective customers
• Internal stakeholders
• Officials of regulatory bodies e.g. BOZ– for compliance and market information.

QUALIFICATIONS/EXPERIENCE

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• University Degree in relevant subject
• Professional: Diploma in Banking and Finance Diploma
• Minimum Experience: At least Seven (7) years banking experience
• Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
• Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
• Understanding of people policies and processes
• Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

• Leadership (Motivation, Change Management, Strategic Planning)
• Delighting Customers
• Networking
• Persuading and selling
• Drive for results
• Analytical thinking & Problem Solving
• Teamwork
• People Management (Coaching, Managing Performance, Team Building)
• Problem solving
• Verbal and written communication