Branch Manager

Job Details

Customer Channels

Job Purpose

 

  • Responsible for the Communication, implementation, and delivery of the business strategy.
  • Responsible for all aspects of day to day management of the branch performance in terms of Sales, Service delivery, Risk control and Financial growth.
  • Responsible for the co-ordination of various workflow out-put of the staff. Managing work force discipline, training and development
  • To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) so that a strong customer-focused service culture becomes entrenched in the branch

 

 

Key Responsibilities/Accountabilities

 


People Management

  • Manages a team to ensure effective delivery of objectives for the area.
  • Develops a high performing team by embedding the bank’s performance process, regular performance feedback and coaching. Addresses poor performance.
  • Motivates team members and ensures that they receive recognition for work well done.
  • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
  • Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them.
  • Interviews and recruits new members of the team, including determining the appropriate salary with input from the Human Capital Business Partner.
  • Creates workforce plans for the area to ensure that current and future business requirements can be met.  Such plans should be revisited at least twice a year.
  • Uses workforce plans to obtain headcount approvals on an annual basis and as input into the financial budgeting cycles.
  • Creates quarterly leave plans to ensure adequate coverage. Approves leave requests and leave sell requests.
  • When required, initiates disciplinary processes for team members. Resolves grievances raised by team members, escalating only if unresolved.

 


Sales Management

  • Ensure that the branch’s Sales targets are being achieved by coming up with strategies of meeting the same.
  • Having knowledge of the branch’s market area and developments therein.
  • Coaching staffs on product knowledge and on how to take advantage of cross selling opportunities.
  • Conducting weekly meetings with the Sales Team (Customer Consultants) carry out reviews on the past week performance and jointly strategise on the new week course of action.
  • Co-ordinating cross selling opportunities with other business departments like CIB, VAF and Business Banking for possible personal market businesses/ opportunities.


Customer Service

  • Ensures that customer service standards are maintained in line with the requirements of each market segment.
  • Ensures that Team Leaders coordinate the activities of staff in both personal and business segments to provide service and sales to all walk-in customers.
  • Ensures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent reoccurrence. Attends to the management and resolution of customer complaints/queries in the branch across personal and small enterprise segments.
  • Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels i.e. digital etc.
  • Ensures that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned i.e. self-service digital channels.
  • Ensures efficient and effective telephone etiquette.


Client Value Management

  • Ensure that the branch’s Sales targets are being achieved by coming up with strategies of meeting the same.
  • Having knowledge of the branch’s market area and developments therein.
  • Coaching staffs on product knowledge and on how to take advantage of cross selling opportunities.
  • Conducting weekly meetings with the Acquisition and Retention Teams carry out reviews on the past week performance and jointly strategies on the new week course of action.
  • Co-ordinating cross selling opportunities with other business departments like CIB, VAF and Relationship Banking for possible personal market businesses/ opportunities


Risk Management

 

  • Ensures that laid-down instructions are adhered to by all areas under control.
  • Identifies major risks which could impact on the Branch’s performance and make recommendations to the Quality Assurance team.
  • Monitors internal controls to ensure adequacy and effectiveness.
  • Maintains a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
  • Ensures that all routine controls relating to new business are applied effectively, with emphasis on routine compliance.
  • Ensures effective compliance with agreed limits of authority and levels of access to systems and information.
  • Collates Letters of Understanding and Undertaking in respect of loading of data on the Application Scoring System.
  • Monitors and manages complete regulatory compliance for the relevant branch.
  • Ensuring an understanding of, and adherence to, documentation requirements as outlined by the Code of Banking Practice (COPB) for personal banking.
  • Establishes monitors and manages physical, operational and process risk controls and levels of authority in the branch to minimise risk exposure.
  • Collates the detailed correspondence received from Team Leaders to internal audit when a special investigation is required.
  • Collates the detailed correspondence received from Team Leaders to the Fraud Risk Loss Management (FRLM) area when reporting losses.
  • Ensures that all Regulatory Training (Code of Banking Practise, Anti Money Laundering, OHS) is conducted and attended.
  • Ensures that all Occupational Health and Safety (OHS) Representative requirements are adhered to in terms of the Act and are met i.e. quarterly/annual audits, appointment of Wardens and First Aiders, emergency evacuation drills, workman’s compensation, annual service of firefighting equipment, scrutiny and replenishment of the First Aid Box (in conjunction with First Aider)


Operational Effectiveness

  • Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.
  • Optimises and streamlines existing systems, processes and controls for cost-effective service delivery.
  • Carry out monthly scrutiny on a surprise check basis on Finacle General Cash account.
  • Ensures that the correct custodian procedures are in place i.e. treasury cash, reserve stock of traveller’s cheques, blank forms and safe custody, ATM cards.
  • Manages assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
  • Ensures that the bank cheque reconciliation account is balanced daily.
  • Ensures that the generator and/or other contingency equipment are tested and are in working order.
  • Ensures that the procedures regarding physical security of the Branch are adhered to and that access to branch opening keys is controlled.
  • Co-ordinates the security guards on a daily basis.
  • Authorises changes to Personal Identity Numbers (PIN’s) to security equipment.
  • Changes Cosmos Alarm master codes biannually.
  • Controls one key to the Cosmos Control Panel.
  • Ensures that the CCTV system is checked for operation every day before the start of banking operations.
  • Effectively manages the day to day responsibility and requirements of the CCTV systems.
  • Provides an effective administrative function for the branch.
  • Ensures overall operational readiness and efficiency of the branch infrastructure including premises, Automated Teller Machines (ATM’s), systems and physical security requirements.
  • Ensures overall staff complement is in line with workforce measurements.
  • Ensures the effective roll-out of change initiatives through tracking and reporting on projects as well as conducting readiness assessments.  This includes supporting a change management development programme to the entire branch.
  • Ensures that Know-your-customer (KYC) dashboard is checked every day
  • Performs stop check to confirm that the scanning of customer documentation is carried out daily.
  • Ensures that Control Data Capture (CODAC) questions are answered every day zero tolerance to escalations i.e. 98%-month end report on performance for the branch.


 


Financial Management

  • Ensure that all aspects of revenue collection and operational expenditure are actively monitored and that they are in line with the operating budget.
  • Responsible for the net profitability of the branch; ensure effective management of revenue collection and expenditure control.
  • Monitor actual figures in the Trial Balance and Profit and Loss against budget and / or against past months’ performance and investigate undue variations.
  • Responsible for growth of both deposits and Loans and overdrafts.


People Management

  • Manages a team to ensure effective delivery of objectives for the area.
  • Develops a high performing team by embedding the bank’s performance process, regular performance feedback and coaching. Addresses poor performance.
  • Motivates team members and ensures that they receive recognition for work well done.
  • Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed.
  • Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and has career conversations with them.
  • Interviews and recruits new members of the team, including determining the appropriate salary with input from the Human Capital Business Partner.
  • Creates workforce plans for the area to ensure that current and future business requirements can be met.  Such plans should be revisited at least twice a year.
  • Uses workforce plans to obtain headcount approvals on an annual basis and as input into the financial budgeting cycles.
  • Creates quarterly leave plans to ensure adequate coverage. Approves leave requests and leave sell requests.
  • When required, initiates disciplinary processes for team members. Resolves grievances raised by team members, escalating only if unresolved.

 

Credit   


  •  

    To proactively manage an existing portfolio of personal and business banking (branch based) loans and overdrafts.
  • To oversee and provide direction to Lending officers in the above market.

 

Preferred Qualification and Experience

 

  • A Degree in any Business related fiel: Bachelor of Commerce

    Degree in Business Management
  • A seasoned banker with about 8-10 years branch banking experience.
  • Experienced in managing a diverse range of people and activities is essential.
  • Experience in a leadership role for at least 3 years.

 

 

Knowledge/Technical Skills/Expertise

 

  • Comprehensive knowledge of bank’s laid-down policies and procedures.
  • Knowledge of the P&BB value proposition.
  • Knowledge and understanding of the P&BB strategies.
  • Thorough knowledge and understanding of the Business Environment.
  • Thorough knowledge of the products and services being provided by the Bank.
  • Knowledge of the socio-political and economic dynamics affecting the local market.
  • Knowledge of the Code of Banking Practice. .
  • Knowledge of business economics and financial management principles and practice.
  • Knowledge of risk management and credit principles, including an understanding of the terms and conditions of sanction.
  • Knowledge of Human Resources management principles.

To apply for this job please visit

careers.peopleclick.eu.com

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