Branch Manager

1660

Job Purpose

  • To ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch. 
  • To ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost effective channels
  • To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.
  • To ensure the effective roll-out of change management initiatives. 
  • To maintain a high level of integrity and ethical standards.
  • To maximise the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with Personal and Business Market objectives.
  • To coordinate the day to day activities in both Personal and Business Market segments residing within the branch across all key goals.

Key Responsibilities/Accountabilities

• 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.
• Develops sales plans to achieve responsive sales budgets.
• Identifies viable business and ecosystem opportunities across segments, to be incorporated in sales plans, to assist which the achievement of budgets
• Gains a sound understanding of the different segments in the branch’s area of operation as input to all sales plans.
• Manages the sales tracking system and provides coaching and feedback to the team in order to ensure that sales objectives are achieved.
• Coaches the sales team on product knowledge to help them identifying cross-selling opportunities.
• Guides sales teams to have meaningful and value-added customer conversations to ensure that the appropriate products are sold to customers.
• Drives Multi-channel utilisation and servicing to sell.
• Drives a sales tactical plan in line with segment value propositions and customer expectations to increase market share and improve sales and cross sell opportunities.
• Ensures effective use of the sales force system as a lead, query and complaint management tool.
• Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines.
• Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams.
• Provides coaching to staff on the required behaviours and benefits of the sales force system
• Ensures that staff conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with country legislation.
• Completes disclosure to the customers in terms of accreditation, service fees and commission.
• Ensures proper record keeping of all customer and account opening documentation

• Appoints Section 16(2) Assistants to assist in executing Occupational Health and Safety (OHS) duties where necessary.
• Ensures that OHS employee representatives are appointed to provide a healthy and safe work environment (Employee representatives can be replaced after a period of two years).
• Ensures that sufficient OHS representatives are appointed to cover annual leave, sick leave, shift work, or other periods of absence.
• Ensures that all OHS employee representatives actively exercise their duties, allowing them the time, and where applicable, the place, to carry out these duties.
• Ensures that all OHS employee representatives receive support and assistance to perform their OHS functions and resolve matters where required.
• Assists in the implementation and evaluation of the OHS management system.
• Ensure that management is represented at all OHS committee meetings and that the necessary documentation is completed for the branch
• Ensures that the OHS policy is communicated to all employees in the branch.
• Ensures that OHS policies, rules, procedures and instructions are followed.
• Enforces discipline where health and safety rules are deliberately neglected or ignored.
• Promotes the participation of all members of the organisation, at all levels, in health and safety risk management.
• Ensures, as far as is reasonably practicable, compliance with and adherence to the requirements of the OHS Act.
• Collaborates with the compliance function to promote health and safety within the bank.
• Ensures compliance with the requirements of the various sets of Regulations of the OHS Act, where and when they become applicable in relevant branch.
• Ensures that every contractor in the workplace signs the relevant OHS documents as stipulated by the OHS act.
• Ensures that workplace hazards are identified and that workplace risks are assessed.
• Ensures that OHS risk assessments are carried out before new projects are embarked upon in the workplace that may impact on the health and safety of persons.
• Ensures that all employees (including permanent, temporary and fixed term employees) are acquainted with the health and safety hazards, and the precautionary measures that should be taken or observed, in their areas of the workplace.
• Ensures that all newly appointed or newly transferred employees receive health and safety orientation
• Ensures that all incidents in the workplace (that could have caused injury, and that have in fact caused injury) are reported to The Regional Quality Assurance team.
• Ensures that an investigation into the cause of incidents is carried out immediately and that the necessary corrective action is taken to prevent the incident from occurring again.
• Ensures that management participates in internal and external audits and inspections
• 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).
• 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.
• 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.

Preferred Qualification and Experience

• Business Degree or equivalent qualification with 3-5 years’ experience.
                                                        OR
• Diploma in Business Management or any equivalent qualification with 7 – 10 years’ experience
• Branch banking experience will be an added advantage.
• Experienced in managing a diverse range of people and activities is essential
• Proficient in relevant computer applications
• Deep understanding of the local customer segment, including understanding of local cultural customs and approaches
• Knowledge and understanding of the IT systems and processes that are available.
• Understanding of Regulatory universe.
• An ability to act and think at a strategic level
• Knowledge of customer service principles and practices
• Planning and organisational skills

Knowledge/Technical Skills/Expertise

  • Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
  • Knowledge of the Retail Market value proposition.
  • Knowledge and understanding of sales and service strategies.
  • Thorough knowledge and understanding of local target market profiles.
  • Thorough knowledge of the products and services applicable to the local market/s.
  • Knowledge of risk management and credit principles, including an understanding of the terms and conditions of sanction.
  • Knowledge of branch accounting and transactional procedures, systems and processes
  • Knowledge of the Financial Advisory and Intermediary Services Act

Apply here!

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