Regional Manager – Northern Regions

641

Customer Channels

Job Purpose

  • • Contribute to the formulation of the country’s branch business strategy in line with country PBB Manco
    • To Monitor the day to day activities in both Direct and Relationship Market segments residing within the branches across all key goals
    • Responsible for the communication, implementation and delivery of the business strategy, service and upholding of Bank standards by branches
    • 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 branches in the region
    • Responsible for the co-ordination of various workflow out-put of the entire country’s branch
    • Responsible for overall performance monitoring of the entire country’s branch network in terms of service delivery, risk control and financial control.

Key Responsibilities/Accountabilities

• Communicating the strategic intent, thrusts and action plans.
• Setting individual targets and work plans aligned to the strategic priorities.
• Manage branch network to execute the SEE strategy in line with PBB strategy
• Contribute to the formulation of the country’s branch business strategy in line with country PBB Manco

• Ensures that customer service standards are set and maintained in line with the requirements of each market segment in the region.
• Ensures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence by branches.
• Attends to the management and resolution of customer complaints/ queries in the branches across personal segment in the region.
• Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
• Ensures that branches migrate customers to more appropriate, cost-effective channels.
• Ensures efficient and effective telephone etiquette is performed at the branches
• Ensure that customer forums are held in the region
• Assists branches in generating meaningful and value-added customer solutions, thereby achieving maximum business development
• Leverage on the SEE initiatives to acquire and retain clients

• Works with country Product to identify, design and deliver fit-for-purpose client centric product solutions.
• Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.

• Monitor and ensure that regulatory compliance is maintained by branches in the region
• Establish, monitor and ensure that physical, operational and process risk controls and levels of authority are managed by the branches in the region.
• Ensure that business continuity plans are in place for all branches in the region and is updated annually
• Audit control systems, practices and procedures on a regular basis to ensure compliance with risk management principles and practices

• Track and analyze fraud trends to identify and address weaknesses in systems and process controls
• Ensure that branches audit findings are tracked and closed within set timelines

• Develops a high performing team by embedding the bank’s performance process, regular performance feedback and coaching. Addresses poor performance.
• Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning) are budgeted for and executed in the branches
• 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 in the region.
• Ensure that branches conduct business in a socially, economically and environmentally responsible
• Interviews and recruits new members of the team (branch managers or team leaders, 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 branch managers
• When required, initiates disciplinary processes for branch managers or team leaders. Resolves grievances raised by team members, escalating only if unresolved.
• Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams
• Take the lead in the Region by translating and communicating the PBB strategic people initiatives into Regional Staffing priorities and inspiring Branch Managers to take action
• Delegate authority and responsibility in line with business objectives and service standards to ensure empowerment, motivation and effectiveness of all staff in the region.
• Drive and moderate the implementation of fair recognition and reward systems in the Region ensuring that excellent performance and poor performance is consistently identified and effectively managed/ rewarded in the region
• Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance of code of best banking practice, internal controls and overall well-being of staff for the region
• Provide goal setting and performance management of branch managers. Managing and motivating them on a regular basis.
• Championing talent management in the Region by creating and implementing a platform for growth, succession planning, mentoring and development to attract and retain talent for the branches

• Actively monitor all aspects of revenue collection and operational expenditure to ensure that they are in line with the operating budget, by making use of financial reporting from the Finance department
• Measure, track and manage targets and budgets for the Region
• Prepare and manage Regional budgets, ensure that all operating costs and expenditure budgets are authorized, accounted for and contained as far as possible.
• Manage the cost to income ratios for the Region to ensure maximum profitability and efficiency in accordance with budget objectives. This includes: Key ratio management, e.g. headcount management, cost per staff member, revenue per staff member, number of transactions per teller and use of productivity ratios
• Ensure that branches leverage flexible staffing, technology, systems, processes to improve cost efficiency ratios of leads logged in originating branch vs. sales conversion in concluding branch

Preferred Qualification and Experience

  • Degree in  Business Commerce or related fiield
  • 3-4Years Branch banking experience, with exposure to all areas under control e.g. customer service, cash management, customer and account origination, budget management, cost control etc
  • Experience in managing a diverse range of people and activities is essential
  • Driver’s licence 

Knowledge/Technical Skills/Expertise

  • Possesses an intimate understanding of competitor activities, products, strengths, vulnerabilities, market share and client base etc.
  • Risk Management and Credit principles; be able to identify and manage risk and compliance issues proactively
  • Ability to interpret regulations and laws that apply to the business and to provide information to business on how to comply
  • Knowledge and skills required to direct, instruct, and train an employee/s with the aim to fulfil a goal, in order to develop specific skill/s in an enthusiastic, motivating manner
  • Ability to assess if a customer qualifies to receive the services applied for, based on established parameters and criteria

Apply here!

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