Job Purpose

In charge of customer retention, branch productivity; enhancing customer service and loyalty; and generating growth through effective customer relationship management and sales, in order to achieve the branch’s business target.

Business Growth:

• Ensure business growth through marketing of bank products; build and maintain existing and new customer relationships to achieve annual business targets
• Monitor performance of branch in achieving its overall business target
• Set targets for the branch business team and monitor performance to ensure the Branch achieves its overall business targets
• Manage branch’s liability portfolio and cross selling
• Effective drive branch sales taking into account quality acquisition of the customer and comply to the bank’s laid-down procedures and KYC
• Provide recommendations in the development of new products as well market for the new product’s up take

Customer Service:

• Ensure customer retention by enhancing customer service at the branch level e.g. monitoring of customers’ complaints and transactions, meeting with high net worth clients regularly and maintain personalized relations
• Respond to Customer related queries as they arise

Operations:

• Manage branch’s liability portfolio through pushing for growth of low cost accounts and cross selling
• Assist in the development of new products as well as push for the new product’s up take

Compliance:

• Ensure that branch business practices are compliant to relevant banking laws and regulations, systems and procedures

Reporting:

• Ensure timely submission of reports such as periodic business, call  reports and surprise check reports etc.

Risk Management:

• Coordinate the review of branch risk control self-assessments (RCSA) in liaison with Branch Operations Manager
• Develop, update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting
• Ensure all required displays are in place such as relevant business permits, licenses, Tariffs etc.
• Ensure effective adoption and utilization of risk management tools
• Drive remediation of risk management exceptions identified during audit or risk reviews
• Promote risk management culture

Administration:

• Implement board/management directives for the branch in an effective and timely manner
• Overall in charge of staff within department including leave management, training, coaching and mentoring for the business staff
• Support the Head of Branch Network in preparing branch business related budget by providing inputs
• Attend to audit queries related to Branch business
• Liaise with respective departments in the bank for efficient and effective administration of the branch
• Liaise with other branches and head office as issues arises
• Perform any other duties as may be assigned by the immediate supervisor from time to time