1.

JOB TITLE

BRANCH MANAGER

GRADE :

2.

NAME

3.

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

Cluster Sales Head

Branch Management

Branch Sales

Customer Service

Branch Operations

3.2

REPORTS INDIRECTLY TO

Regional Head

3.3

DIRECT REPORTS

All branch staff

Branch Management

Branch Sales

Customer Service

Branch Operations

3.4

INDIRECT REPORTS

4.

JOB PURPOSE

• Plans, organizes, directs and controls the business, operations and administration of the Branch with discretion necessary to fulfill the Bank's goals and policies.

• Acts as the “CEO” of the branch with responsibility to lead, manage and drive branch based on allocated targets.
• Responsible for the overall customer experience in the branch, ensuring consistency and compliance with service quality standards.
• Coaches and motivates the team to maximize team performance.

5.

KEY RESPONSIBIITIES

1. Authority

• Authority to act on behalf of the Bank in accordance with operational instructions, authorized signature book of the Bank, discretionary powers and instructions issued by Head Office from time to time.
• Enforces discipline in the Branch for efficiency, staff morale and promotion of the good image of the Bank.

1. Sales Management

• To manage the team to deliver optimal performance by motivating, coaching and counseling.
• Conducting sales training where required to ensure sales team is updated on latest product information and sales effectiveness techniques.

2. Service Quality & Customer Relationship Management

• To drive the branch team to meet Internal Service Standards and deliver exceptional customer experience.
• To proactively resolve customer related issues and escalate all critical or unresolved issues to immediate superior.
•  To build and maintain long term and profitable relationships with customers.

KEY RESPONSIBIITIES (cont’d)

4. Standard of Performance

• Ensures efficiency and effectiveness in the management and operations of the Branch within the budget.
• Ensures effective utilisation of staff for the accomplishment of the goals and objectives of the Branch through their respective roles.
• Projects and promotes a positive service culture and maintains a good image of the Bank by adhering to all quality service standards set by the Bank and through active listening to the voice of the customer.

5. Operative Duties

• Assumes full responsibility for efficient and effective management of the Branch by ensuring compliance to banking guidelines, procedures and instructions of Head Office.
• Provides feedback to immediate superior on business and industry trends for the formulation and implementation of effective action/business plans and marketing strategies including sales, promotion and cross-selling of the Bank's various products and services to ensure business growth and achievement of business targets.

• Establishes good rapport and seeks out business opportunities with prospective and existing customers to increase the customer base of the branch.
• Conducts surprise checks on the various banking operations and services in line with our existing guidelines.
• Implements and maintains all customer service directives and continually improves its effectiveness in accordance with documented policies and procedures on service quality.

6. People Management

• Reviews, plans and provides organisation structure of the Branch, ensures proper delegation of authority, co-ordination of work and optimum utilisation of staff of the Branch.
• Communicates the guidelines, procedures, Management directions and standard of performance for the staff of the Branch ensuring employees are engaged and to stimulate staff achievements.
• Evaluates fairly and regularly reports on performance of staff to Head Office and communicates to the staff, the results of their performance.
• Regularly reviews and plans manpower requirements for the Branch.
• Ensures proper training of staff for achievement of high standard of performance and enhancing staff skills.
• Building and engaging a team of employees with the right values working towards the Bank’s Vision and Direction.

• Maintains staff discipline, relations and industrial harmony in the Branch.

7. Other Duties

• Performs any other duties as assigned by Management from time to time.

6.

KEY RELATIONS

Working Relations

(INTERNAL & EXTERNAL)

Regular Contacts

Nature of Purpose

Internal

• All Departments in HQ

Sales & Service performance

External

• Customers
• Vendors
• Business Partners

Customer Service/Sales

Branch Management

Sales

7

CONTRIBUTES TO

• Meeting the Branch assigned targets
• Maintaining and exceeding Banks Service Standards

• Respond to audit findings and complete corrective actions within expected timelines
• Review transactions and account openings to ensure compliance with KYC & AMLA
• Talent development and succession planning

• Efficient branch administration and management

8.

AUTHORITIES

• As assigned.

9.

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

CH

10

-   EXPERIENCE/KNOWLEDGE REQUIRED

Skills

• Customer Service / Service Quality
• Time Management
• Flexibility to Change
• Leadership
• Communication
• Planning / Organization
• Delegation / Monitoring / Coaching
• Proactive / Initiative
• Problem Solving / Decision Making / Analytical Thinking

EXPERIENCE/KNOWLEDGE REQUIRED (cont’d)

Knowledge

• A university degree (in relevant disciplines) or its equivalent

• Qualified Financial Planner - CFP

• Certified – FIMM, CEILI

Experience

• At least 5 years working/managing of branches from the Financial industry

• Leading a team of sales and service