• Financial & Business Growth (60%)
• 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, customer relationship management as per set bank targets.
• Formulate and implement business strategic initiatives for the branch aimed at increasing new business and share of wallet from existing clients.
• Closely monitor branch business performance and ensure accurate records of the same are maintained and forwarded to the Head of Branch Business and respective Business Heads.
• Managing branch portfolio risks in line with the bank’s portfolio appetite.
• Collaborate and coordinate the development and implementation of sales initiatives with other business functions such as Asset Finance, Commercial and Corporate Banking, Team, SME Banking, Bancassurance and Treasury to maximize on cross-selling opportunities.
• Management of borrowing and non-borrowing accounts in the branch to enhance customer loyalty, mitigate against loss and enhance increased business.
• In conjunction with Head of Branch Business and Products Managers, conduct product review and product development through constant feedback from the market.
• Harness existing and create new competencies in order to achieve competitive advantage.
• Continuously conduct market intelligence to identify new markets, customer trends, new government directives and changes in policy by regulators.
• Prepare own annual strategy for the branch and review geographical strength to enhance deeper understanding of branch and market opportunities.
• Provide clear direction to branch staff on Bank business objectives, translatingand prioritizing into business performance measures at branch level.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings.
• Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of group schemes and other products to local businesses.
• Internal Controls & Risk Management (15%)
• Regularly identify, measure, monitor and control the overall levels of risks in the Branch.
• Responsible for the unit’s RCSA development, regular reviews and updates to ensure risk management adaptation to the changing business environment.
• Ensure all branch controls, processes & procedures are adhered to at all times through the Branch Operations Manager; Business Continuity Plan (BCP) implementation and disaster recovery co-ordination.
• Ensure that the Bank’s Policies are adhered to at all times when handling different products.
• Ensure branch performance reports are timely & accurate.
• Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place.
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses.
• Ensure all relevant reports are submitted on a timely basis.
• Ensure all fees and commissions due to the bank are collected.
• Responsible for strict cost management in the branch, i.e. reviewing all service provider quotations before work can proceed.
• In addition, conduct regular reviews of the following cost elements: staff costs, grocery & other branch costs, equipment maintenance, stationery consumption/telephones etc., and sundry losses.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted. Customer Experience (15%)
• Ensure excellent customer experience at all times.
• Contribute to the branch business targets through strict TAT observance and high level service delivery standards.
• Co-ordinate branch initiatives aimed at gathering feedback from customers on service standards and advise business heads on improvements.
• Appraise and promptly address customer issues/complaints, escalating as necessary to ensure timely resolution.
• Ensure there is a robust branch internal customer satisfaction rating by ensuring the team lives the Bank Values.
• Overall accountability for in-branch merchandising; monitor branch premises to ensure high standards of appearance are maintained to project the Bank’s image favourably.
• Engagement with customers and supporting them in times of personal need, aimed at developing a strong bond and loyalty. Learning, Growth & People Management (10%)
• Responsible for the performance management of all Branch staff, ensuring effective target setting, monitoring and correct performance measures are done.
• Build and develop a high performing and motivated team committed to achieving success; ensure a good working environment for staff to ensure maximum productivity.
• Set performance objectives and measures of success for direct reports, providing regular feedback from staff appraisal processes.
• Provide leadership to branch staff by constantly offering training and guidance on the business expectations.
• Help in resource planning, setting performance objectives and providing regular feedback on branch performance.
• Manage performance/disciplinary issues/grievances for staff.
• Ensure there is proper succession planning by maintaining an effective leave program and an in-house training schedule for ease of relief due to leave or sickness.
• Ensure the set number of learning/training hours are achieved for self and direct reports, through E-learning and internal training activities.  developing a strong bond and loyalty.

•  Knowledge of Banking and Business Operations: Well round knowledge of all the Bank’s operations and processes and excellent knowledge of Bank policies and procedures to consistently achieve required compliance standards or benchmarks.
• Risk Management: Ability to anticipate and mitigate risk by implementing appropriate Risk Management Policies for the Bank.
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
• Compliance and Regulatory Framework: Top notch understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Technology Skills: Knowledge of computerized banking applications and spreadsheets.
• Credit Skills: Good knowledge of personal and business credit underwriting and portfolio management.

Education:

• Bachelor’s degree in a business related field – Upper Second or GPA 3.0. Master’s Degree will be an added advantage.

Professional

• Proficiency in computer use including MS Office tools and banking systems.

Desired Work Experience

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business Development, 4 of which should be at a management role; 2 within a branch operations role and at least 2 within business development.
• Proven track record of consistently exceeding set targets.
• Leadership skills.
• Excellent Bank product knowledgeBehavioural Competencies
• Communication and Interpersonal Skills: Well-developed oral and reportwriting skills, ability to work with, lead and build motivated teams.
• Effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Relationship Management: Managing client relationship so as to ensure excellent customer experience leading to value add to the customer and result increase in the Bank’s share of wallet.
• Personal Ethics: Must be honest, fair, just but firm with himself, and of high integrity.
• Leadership & Management Skills: Ability to identify, nurture and grow talent for self and others.
• Capability to mentor and manage changes.
• Self empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Negotiation & Selling Skills: Must be a good negotiator, particularly in changing behaviour and work practices but always Win/Win.
• Negotiate with customers on product offering to grow customer numbers and product uptake.
• Results and Achievement Oriented: Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he/she leads to optimize employee productivity.
• Ability to effectively plan and monitor the branch performance using defined system and processes.
• Human Resources Management Skills: Leadership skills, team building and ability to train, develop and mentor staff.
• Conscious of Bank’s Reputation: Protect and enhance the Bank’s reputation.