To drive and deliver exceptional Retail and Business Banking performance, through powerful branch leadership, team development, excellent customer experience, and achievement of Operational & Controls rigor excellence in branches. The role holder will provide powerful leadership in the branch to deliver exceptional branch business growth and profitability, drive implementation of business and service strategies, and maintain a high level of bank standards and management controls to achieve operational and control rigor excellence.
Key Responsibilities
Business Growth (60%)
Implement business strategic initiatives and create ownership of the branch performance targets.
Agree on branch execution plans/strategies and ensure they are aligned to the Banks overall strategy: Growth, Transformation, and Returns.
Diligently monitor branch business performance and make adjustments to the execution strategies accordingly.
Manage branch portfolio risks in line with the bank’s portfolio appetite.
Conduct market intelligence to identify new market opportunities, customer trends, and changes in policy by regulators.
Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as CIB, Asset Finance, and Bancassurance.
Manage borrowing and non-borrowing accounts in the branch to enhance customer loyalty and retention.
Lead the branch team to achieve customer retention objectives, transaction migrations, and acquisitions.
Establish firm relationships with the Top 200 clients and business influencers in the local area.
Provide regular feedback to the staff on performance measures (Sales, NPS, etc).
Ensure proper controls, processes & procedures are adhered to at all times as per the laid down Absa bank policies.
Ensure the branch is compliant with all regulatory requirements (licenses, opening/closing timelines).
Ensure adherence to all KYC & AML processes with regards to New to Bank business.
Remain alert to the risk of financial crime and assist in the Bank's efforts in combating it.
Manage branch costs including expenditure, equipment maintenance, and staff costs.
Ensure the branch achieves a minimum satisfactory audit rating through continuous assessment and closure of audit exceptions.
Customer Experience (15%)
Maintain the look and feel of the branch as per Absa bank standards.
Ensure excellent customer experience and achievement of set turnaround times (TAT).
Appraise and promptly act on customer issues/complaints.
Monitor branch Net Promoter Scores (NPS) and maintain them as per set standards.
Gather feedback from customers on service standards and advise leadership for improvements.
Capacity Building & People Management (10%)
Build and develop a high-performing and motivated staff team through a conducive work environment and regular duty rotations.
Help in resource planning and setting performance objectives for direct reports.
Provide leadership by constantly offering training, guidance, coaching, and mentoring.
Manage performance, disciplinary issues, grievances, and leave/sickness for branch staff.
Requirements and Qualifications
Education: University degree in a relevant discipline; post-graduate qualifications are an added advantage.
Experience: At least 5 years of Banking / Financial Services experience, with at least 3 years in branch management with a good track record of performance.
Technical Knowledge:
In-depth knowledge of banking products, strategies, and structures in Retail.
Working knowledge of Branch Operations, Controls, and Credit Risk policies.
Thorough understanding of the banking industry practices and regulations.
In-depth understanding of core banking operating IT systems (e.g., Flexicube).
Skills: Strong people management, sales management, and customer service resolution skills.
How to Apply
Interested and qualified candidates should apply online through the Absa Bank career portal at absa.wd3.myworkdayjobs.com.
How to Apply
Interested and qualified candidates should apply online through the Absa Bank career portal via the following link: Apply for Branch Manager - Ngong
