We are looking for a motivated leader who is passionate about people and customer service. The Branch Manager will work in close partnership with Regional and Branch leadership to execute organisational strategy, strengthen team capability, and ensure the consistent delivery of a superior customer experience.
The role is accountable for driving sustainable sales growth and profitability while maintaining rigorous operational standards, effective cost management, and disciplined governance across all branch activities.
Duties and Responsibilities
-Enforcing internal controls and ensuring staff adherence through the implementation of effective cash management processes to prevent losses and potential risk. -Monitoring the compliance of branch staff to applicable operational and legislative requirements by conducting ad hoc checks and actioning of exception reports and addressing any identified non-compliance by taking corrective action (including counseling, representing the bank at disciplinary hearings), thereby mitigating the risk to the bank. -Communicating sales and operational targets to staff. -Monitoring branch targets and achievement of sales growth. -Operationalizing business strategies/sales campaigns/marketing initiatives and monitor sales performance and/or project objectives and timelines so that profitability is increased. -Managing expenses as per agreed budget by monitoring appropriate General Ledger reports and effective cost management and increase branch profitability month-on-month. -Tracking monitoring and ensuring follow up on client comments, complaints and compliments and service standards are adhered to and that clients are retained. -Building collaborative relationships with stakeholders. -Reinforcing a service culture with branch staff through conducting service days that will result in increased client acquisition, satisfied clients and increased revenue. -Encouraging self and team participation in CABS Culture building initiatives (eg. Surveys etc.) contributing to a culture conducive to the achievement of transformation goals and to support business. -Collaborating effectively with internal business channels to support branch performance. -Driving activity to achieve business performance targets, including revenue growth, customer service scores, and referral outcomes. -Continuously identifying areas for process improvement to enhance customer service delivery.
Qualifications and Experience
Experience and Requirements -A Business Degree -IOBZ Diploma is an added advantage -At least 3 – 5 years' experience in Retail Banking Operations Management. -A Banking, Sales, Lending or Distribution background is desirable -Strong business acumen Skills Accountability, Action Planning, Banking Operations, Business Performance, Claims Management, Current State Assessment, Customer Experience (CX), Data Compilation, Data Controls, Decision Making, Executing Plans, Financial Auditing, Insurance Claims Investigations, Leadership, Oral Communications, People Management, Policies & Procedures, Profitability, Sustainability, Taking Initiative, Typology
