SBM Bank Kenya is a leading and trusted financial institution with an international footprint, headquartered in Mauritius and positioned to offer an unprecedented banking experience in Kenya to niche Retail, SME and corporate clients.
Role Overview
The overall responsibility for the Branch Manager is to oversee business development and operations of the Branch while ensuring staff engagement, customer satisfaction, profitability and growth in line with the Bank's strategy.
Key Responsibilities
Business Acquisition (60%)
Implement the Bank's business development strategy at the branch level, including growth in the customer base, branch liabilities, assets, and products per customer.
Formulate and implement branch business plans, forecasts, pipelines, and budgets; ensure controls and periodic reviews are in place.
Support marketing initiatives, monitor product performance, and provide feedback while ensuring staff are well-versed in all products.
Maintain and submit the Branch Manager - Sales Activity Report regularly as per the agreed SLAs.
Service Delivery (10%)
Oversee customer service delivery and maintain service standards to ensure customer satisfaction and retention using tools like the CRM platform.
Implement and monitor operational and business risk management guidelines to maximize profitability.
Maintain the appearance, feel, and physical security of the branch premises for staff and customers.
Take responsibility for daily operational routines as stipulated by the Branch Manager Daily Routine Guidelines (BM-DRG).
People Management (20%)
Provide leadership and direction to the branch team.
Build, develop, and motivate a high-performing team through performance coaching and talent management tools.
Identify training gaps and recommend necessary training interventions.
Uphold SBM Culture and cascade the Vision, Mission, Strategy, Values, and Core competencies to the branch team.
Compliance (10%)
Ensure compliance with internal and external regulatory requirements.
Work with risk and compliance units to ensure effective controls against operational and business risks.
Ensure implementation and compliance with operational policies and procedures.
Key Relationships
Direct Reports: Service Delivery Manager, Relationship Managers, and Officers.
Customers: All Branch clientele.
Qualifications and Experience
Bachelor’s degree in a Business-related field.
Professional banking qualifications (e.g., AKIB) will be an added advantage.
Knowledge of operational policies, procedures, and legalities relevant to branch operations.
At least 5 years of managerial experience in the banking industry.
Required Competencies
Entrepreneurial and Commercial Thinking
Leading and Supervising
Relating and Networking
Persuading and Influencing
Presenting and Communicating Information
Delivering Results and Meeting Customer Expectations
