To provide leadership and overall oversight in the execution of the set targets and pro-actively provide excellent leadership and relationship management to Retail Banking customers in order to attract and retain customers in line with the organizational objectives.

Building and maintaining strong customer relationships, advising on financial needs, and offering a range of banking products and services. Focus on acquiring new clients and growing the existing portfolio while ensuring high levels of customer satisfaction

Key Responsibilities:

• The Manager Retail Banking is responsible for overall supervision of activities, administration and efficient daily operations of the Retail Segment and Branches in accordance with the banks policies and Statutory regulations.
• Develop and update strategy for the business in branches based on the bank’s Leadership strategy work. This involves careful translation of overall bank strategy into respective branch tailored strategies based unique features of their locations.
• Set budgets and targets for the branches in alignment with the overall retail targets and decide on plans and tactics to achieve them.
• Drive performance rigor to increase penetration into the target customer segments (SMEs and personal banking).
• Ensure superior service levels across all customers touch points (branches and digital touch points).
• Play a lead role in developing alternate channels of customer delivery and migrate transactions to offer enhanced convenience to customers at the same time maintaining a lower trend on the service delivery costs.
• Ensure adherence to KYC, AML, Group Audit and Legal / Compliance guidelines.
• Maintain a motivating work environment that focuses on performance.
• Discuss, re-strategize with Branch Managers for remedial actions. Support where necessary via joint customer calls and identify potential customer together with managers. Set network annual/intermediate sales goals.
• Co-ordinate and facilitate work process improvements across Branch Network. Also, inter-function, co-ordination with Centralized units and champion/drive/influence changes to occur in other Functions.
• Control and periodic check operational risks and workflows. Review key operational risks and efficiency indicators to ensure health. Provide approvals/recommendations on Credit applications.
• Responsible for Sales Management. Provide mentoring, management of Network Staff, manage staffing capacity, recruitment and manpower planning across branch network actively. Obtain staff morale and feedback; take action as indicated.
• Identify training / Development and Counselling needs and ensure these are met for all staff in the network.
• Talent spotting to ensure appropriate exposure and career opportunities/ succession planning for performers in the Branch network.
• Manage service delivery in the network to the highest competitive standards: set and monitor service standards for the network. Audit of expected behaviors, taking remedial action. Get ad hoc customer Feedback and broad trends to realign process or initiate major change initiatives
• Any other duties assigned by the supervisor in line with the role

Education.

A first degree with a bias in business related field and any other added qualification.

Experience.

• 7-10 years of professional experience in banking with proven record in Sales, Business Banking, Customer profiling, portfolio management and Retail Business.
• The previous 3 years the candidate must have been in a senior business role or management role.

Skills and competencies.

• Financial Analysis to guide on Credit appraisals.
• Sales and Marketing to support branch business plans.
• People Management Skills.
• Stake Holder Management Skills.
• Business Banking
• Industrial and Sector knowledge to guide on business opportunities.
• Communication Skills including presentation skills.
• Negotiation skills.
• Problem solving skills related to business puzzles.
• Project Management skills including product development and design