Branch Manager

Functional Responsibilities

JOB DESCRIPTION

• Drive branch performance to meet financial targets through effective sales and service delivery.
• Coach and develop staff to ensure high performance and compliance with policies and controls.
• Identify operational gaps and implement corrective actions.
• Ensure timely communication during incidents to maintain business continuity.
• Monitor Quality Management System reports and ensure KPIs are met.
• Maintain updated organizational charts and staff access records.
• Support Deep Dive Reviews, Risk and Control Self-Assessment, Internal Audits and close findings within defined timelines.
• Ensure the staff multi-tasks (within the seniority) and is not stuck to a specified role
• Does not have any Operational Losses for the branch
  
  

• Promote digital banking adoption and assist customers in using digital channels for services.
• Execute operational tasks with accuracy and within defined timelines.
• Continuously enhance personal and team capabilities.
• Engage customers professionally to understand and meet their needs
  
  

• Grow customer base and product portfolio
• Encourage cross-selling and referrals
• Promote digital banking usage
• Ensure to achieve the assigned target and not have shortfalls.
  
  

• Monitor service quality and turnaround times
• Address customer feedback and complaints
• Review QMS and Google reviews regularly
  
  

• Ensure compliance with KYC, AML, and Operational Procedures
• Conduct regular checks and perform surprise checks on the processes that are followed by the Branch Operations and Customer Service
• Do a quick check on the Customer Protection Framework policy adhered by the branch
• Maintain business continuity readiness
• Take appropriate action on the errors that are recorded/marked for Branch Operations and Customer Service
• Submit quarterly KRIs to Branch Controls
• Monitor error logs and take corrective actions.
• Ensure readiness for business continuity and incident reporting.
• Ensure to see the adherence of SOPs and Regulatory Compliance across the branch
• Manage handovers and KCC submissions during leave periods.
• Review loan deferment requests with due diligence.
• Resolve proxy account entries and escalate unresolved items.
  
  

• Foster a motivated and collaborative team environment
• Manage leave schedules and training needs
• Ensure completion of mandatory e-learning within the stipulated timelines without breach