Job Purpose Statement

The Branch Operations Manager is responsible for ensuring that the branch as a channel is delivering results operational excellence and delivery of first class customer experience as well as meeting the set budgets and profitability through support and contribution in branch sales and business development initiatives.

Key Accountabilities (Duties and Responsibilities)

Financial

• Expense management goals

• Branch sales – maximizing every customer contact opportunity for cross selling of bank products and services
• Alternate vault custodian
• Support the branch/ Retail Manager in setting in setting up the Branch annual budgets and business plans must be aligned to the banks overall growth strategy.
• Ensures creation of ownership to agreed strategies and business goals together with the Branch Manager

Customer

• Branch service delivery standards or benchmarks

• Brand image management through effective Banking hall and communication management
• Providing leadership along customer service experience.
• Ensure creation of a memorable customer experience that will make customers want to come back and do business with the bank

Internal business processes

• Productivity or resource utilisation standards or benchmarks

• Audit ratings
• RCSA  ratings
• Branch compliance with external and internal regulations and policies covering Operational, Credit and reputation Risk.

• Implementation of change and capability development programmes
• Timely submission of reports.
• Monitoring dormant and inactive accounts.
• Ensure accounts opened have proper KYC as per the laid down procedures.
• Together with the Branch Manager, lead and support the branch in achieving its customer retention, acquisition and growth goals. Support will include: achieving personal sales goals as well as operations staff assigned goals (including accounts, cards, assets and Liabilities and revenue growth), proactively reaching out to customers in assigned retail and/or commercial portfolio.

Learning and growth

• Ensure to build and develop high performing teams, identify and develop talent within the branch.
• Ensure adequate coaching and training of branch staff
• Ensure Positive demonstration of leadership and teamwork by proactively assisting other branch colleagues when called upon as well as ensuring active participation and contribution by all during Branch Team meetings.
• Ensure the branch team is coached on quality referral generation / cross selling (all products) as well as product training.
• Abide by and uphold the Banks “code of conduct” & values: Plan and review staffing requirements to match workflow with the branch operations function, measure, track and improve on staff productivity.
• Ensure placement of branch staff in the right positions and have a development plan

Job Specifications

• University Degree – Upper second or equivalent
• Basic MS Office suite skills

At least 5 years banking experience 2 of which must be in a supervisory position

Job Dimensions

NCBA Bank Core Value Behaviours