Branch Managers Job in Kenya

Job Responsibilities

Business Performance

  • Put in place annually, an approved business plan document with complete information on customer segmentation, target names, products, services, revenues and profitability.
  • Deliver set targets for deposits, risk assets and revenue and the effective management of customers.
  • Target assigned customer segments within allocated time and call frequency to generate profitable sales.
  • Ensure proper booking of all transactions of customers including deposits, loans, revenues and costs.
  • Continually seek new opportunities to market services and bring in new customers by thoroughly understanding the marketing and economic environment.
  • Track and maintain allocated performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis.
  • To ensure that the branch/business unit is profitable.

Relationship Management & Customer Service


  • Deliver agreed customer and product sales, wallet share and profitability targets.
  • Create and monitor customer calling program using the CRM platform.
  • Cross sell bank products to customers as spelt out in the KPI.
  • Responsible for keeping self and supervisors up to date on competitor data and feedback.
  • To gather information to improve existing product offering.
  • Achieve the set NPS (Net Promoter Score) target.
  • Deliver appropriate product solutions and services in order to capture the target customer share of wallet.
  • Develop strong internal relationships to achieve key deliverables.
  • Build a strong local profile for self and bank through positive involvement in community activities.
  • Own customer complaints and resolution process in portfolio.
  • Advice/update customers on all tariffs, policies, procedures and any other changes to products or accounts.
  • Ensure proper authorisation of Customer Transactions within approved limits

Risk, Governance and Control

  • Follow up on all pending transactions and ensure completion.
  • Maintain customer profiles and files.
  • Robust management of ticklers under your portfolio i.e call memos, insurances, collateral inspections, valuations and annual reviews of Credit Applications
  • Provide feedback on performance of service providers.
  • To comply with the GCPPM – Group Credit Policy and Procedure Manual.
  • To comply with the PDO – Past Due Obligations Policy.
  • To comply with the set guidelines set by the CISG – Credit Infraction Sanction Grid.
  • To carry out ARA – Annual Risk Assessment, RCSA – Risk Control Self –Assessment, DCFC – Department Control Function Checklist as per set timelines.
  • Prudent Management of the portfolio as per set target i.e. NPL and PAR

People Management

  • Performance Review/self – assessment and discussion with Line Manager as per set timelines.
  • Maintain and develop a culture of high performance, mutual respect, values and reputation in the branch.
  • Actively work with Head Office departments to identify any operational and resource gaps (people, budget and equipment).
  • Understand and communicate clearly the business strategy of branch/business Unit and bank.
  • Motivate and engage the team to deliver on the branch set targets.
  • Ensure competent back-up at all times and compliance with Leave Roster.
  • Provide honest feedback on performance/support of colleagues/other units.
  • Share knowledge and best practice with team members and other Unit heads

Other Requirements

  • Bachelor’s Degree in relevant field
  • At least 7 years of Commercial Banking experience, 3 of which must have been as a Bank Branch Manager
  • Must be well versed with the Bank’s credit policy and procedures
  • Strong marketing and business development acumen
  • Strong customer service orientation/management
  • Strong interpersonal, communication and leadership skills
  • Sound knowledge of product and operational procedures

How To Apply

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