Branch Manager - Masaki Retail & Digital Banking
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.
Key Responsibilities/Tasks
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 as 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 Business Development 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
Skills, Knowledge and Abilities
- Business development
- Marketing skills
- Analytical skills
- Leadership skills
- Communication skills
- Interpersonal skills
Academic / Professional Qualifications
- Bachelor’s degree in business management, marketing, economics, accounting, finance or any other related field
Working Experience Required
- A minimum of 3 years of working experience at Branch Manager level.