To develop and manage the Branch portfolio and lead the branch effectively to ensure the achievement of assigned branch business objectives/targets for deposits, financing assets, cards, and product sales. The role involves maintaining profitability objectives and implementing a superior customer service culture and standards, while adhering to Bank policies and guidelines.
Key Responsibilities
Sales and Performance Management
Cascade sales targets assigned by the Head of Distribution and Branches (or CEO/Managing Director) to branch staff.
Identify and implement action plans; regularly track and review performance to ensure the achievement of set targets and business growth objectives.
Meet regularly with branch customers, including important/high net worth individuals, to assist in business growth.
Manage the product portfolio and control the cost and profitability of the branch.
Customer Service
Maintain high levels of customer service in all front office functions (Cash Management, Remittances, drafts, Account opening/inquiry, etc.) by reducing waiting and service times.
Promote a high level of customer service culture among branch staff for potential acquisitions.
Service Quality & Business Operations Control
Attend to all audit requirements and strive for a low-risk audit rating.
Ensure branch operations comply with Bank policies, operating manuals, and service quality standards.
Maintain low risk levels regarding cash differences by following established processes and maintaining detailed records.
Monitor customer complaints and mystery shopping results, recommending measures to improve scores and satisfaction.
Ensure safety and security measures are in place and maintain communication with the police department as required.
Internal Process
Lead branch projects (Service Quality Programs, process changes, sales initiatives, etc.) and support new product launches.
Maintain accurate archives for all branch transaction records, vouchers, and stationary reports.
Follow up on various cases with internal departments to ensure 100% closing mandates.
Training & Development
Analyze staff training needs and nominate them for courses to close skill gaps.
Ensure staff are well-trained on bank products, services, and policies.
Maintain effective communication with staff through regular meetings to ensure high engagement and job satisfaction.
Manage staff leaves, performance appraisals, and resource allocation.
Job Specification
Education: Bachelor’s degree as a minimum; a Master’s degree will be an advantage.
Work Experience: Minimum 4 years in a similar role. Experience in a Sharia-compliant Bank is an added advantage.
Training/Skills: General banking knowledge, local/international market knowledge, computer skills, and accounting/financial capability.
Competencies: Analytical thinking, coaching and mentoring, leadership, relationship management, and knowledge of Sharia foundations and principles of Islamic finance.
How to Apply
Send your CV and cover letter to careers@dibkenya.co.ke by COB, Thursday 21st May 2026. Please quote "Branch Manager - Mombasa" (or Role Applied) as the Subject of the email application. Canvassing will lead to automatic disqualification.
How to Apply
Send your CV and cover letter to careers@dibkenya.co.ke by COB, Thursday 21st May 2026. Ensure you quote the Role Applied as the Subject of the email application. Please note that canvassing will lead to automatic disqualification.
