Branch Manager – Karen

JOB PURPOSE
The jobholder will coordinate with the Head – Branches in implementing and carrying out bank policy and procedures with respect to overall operations of the branch. The role is responsible for business development within the branch market to meet or exceed business development goals; development, coaching, and discipline of staff to assure appropriate branch sales and customer service; and adherence to policies and procedures.

KEY RESPONSIBILITIES

• Branch Strategic Input and Planning

• Business Growth & Development

• Marketing & Brand Management

• Relationship Management & Customer Experience

• Branch Operations

• Leadership & People Management

• Personal Leadership & Development

• Team Leadership & Management

• Risk & Compliance

MAIN RESPONSIBILITIES

Branch Strategic Input and Planning

• Contributes to the completion of the Sidian Bank Retail Operational plan by preparing and implementing a branch business plan that encompasses strategies for performance on branch growth objectives.

• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.

• Prepares the branch budget for approval and contributes to the overall control of expenditure by monitoring costs and reporting on performance against budget variations.

• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.

• Ensure Growth in NII (Net Interest Income) for the branch by increasing fees and commissions, ensuring OPEX optimization to reduce operational costs and managing cost of cash holding at the branch level.

Business Growth & Development

• Full responsibility for all product lines and all sales and business development for the entire branch business.

• Responsible for the growth of the Branch’s Business portfolio (Both Assets and Liabilities) ensuring income, quality, and portfolio growth targets are achieved.

• Responsible for the Growth in client recruitment, increased transactional income, cross-selling of products, and customer relationship management as per set bank targets.

• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.

Marketing & Brand Management

• Embed strategic marketing by focusing on how to develop a competitive advantage into the changing marketplace.

• In conjunction with the Head of Branch Business and Products Managers, conduct product reviews and product development through constant feedback from the market.

• Enhance creation by offering solutions that have value for customers, shareholders, and partners.

• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.

Relationship Management & Customer Experience

• Key driver for not only customer satisfaction, but also building a base of promoters by enhancing positive customer experience and advocacy.

• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touchpoints.

• Manage key branch relationships and ensure no escalations at branch and complaint handling.

Branch Operations

• Ensure the branch is opened and closed on time as per CBK requirement and monitor performance to meet operational goals.

• Responsible for all security procedures within the branch including opening procedures, camera surveillance, video monitoring, robbery and fire drill procedures.

• Ensure compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines, and Banking Act provisions.

Leadership & People Management

• Set performance objectives and provide feedback for direct reports, assisting in the achievement of operational and staff goals.

• Responsible for mentoring and coaching the retail team to enhance staff motivation, engagement, and performance.

Risk & Compliance

• Ensure implementation and compliance with operational policies and procedures at the branch level, emphasizing internal control practices.

• Ensure compliance with AML/CFT guidelines and report any suspicious activities or transactions immediately.

• Track and resolve deficiencies identified during audits within stipulated timelines.

DECISION MAKING AUTHORITY

• Empowered to make managerial decisions.

• Approval on lending discretion as per lending policy.

• Approval of new accounts opened in the branch.

• Approval on costs within set budgets (e.g., taxi expenses, facilities maintenance, petty cash).

• Discretion on resource allocation within the branches under approved headcount for optimum productivity.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline (e.g., business administration or finance).

• A Master's degree is an added advantage.

WORK EXPERIENCE

• Minimum 8 years’ working experience in a banking environment, with sound exposure to branch management and business development.

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