Job Purpose
The
incumbent is required to implement business and service strategies to deliver
Retail and Business Banking performance and growth targets of a cluster of
branches in the region. Provide leadership of a number of branches to
ensure the delivery of the business plans for the cluster by establishing a
high-performance culture amongst the branch management and relationship
management team. The role oversees the operations of the existing Branches
and business expansion through new Branches. This position is also responsible
for ensuring customer retention through regular client contact/visits and
ensure a seamless customer experience at the branches.
Primary Responsibilities
Driving Business Performance 50%
- Development and implementation of
business strategies to deliver performance and growth targets of the
Cluster.
- Interpret overall Retail and Business
Banking strategies into implementable plans and communicate to the
branches in the cluster.
- Define, agree and implement with branch
management throughout the cluster the necessary strategies and processes
in respect of set performance targets.
- Monitor overall branch sales performance
ensuring sales and portfolio growth targets are achieved.
- Making periodic visits to the Branches
under jurisdiction to meet prospective and existing clients for business
growth.
- Managing the quality of Credit Portfolio
including documentation; to support credit lending and ensuring compliance
with set policies and procedures.
- Build and maintain proactive
relationships with internal stakeholders including product/proposition and
segment heads to drive performance.
- Gather field feedback and provides
insight into all product marketing and distribution opportunities to
improve business performance & service.
- Understand the local business drivers and
issues that have an impact on branch/cluster performance.
- Have insights on competitor products in
the local market and make suggestions on improvements or changes to
product teams.
- Identify business improvement
opportunities within the cluster and make appropriate recommendations to
the Personal & Business Banking leadership team e.g. service
initiatives, improvement for existing products and processes, opening or
closure of branches.
- Analyze business related information
received through the branch network and provide recommendations for input
into short, medium and long term PBB strategy.
People Management and
Development 20%
- Ensure effective resource
management/planning that reflects current and future business
requirements, ensuring that the correct balance of numbers, skills and
experience. This includes evaluating requests from branch managers for
additional staff, and may reallocate headcount between branches, within
overall area headcount budget.
- Build and develop a high performing team,
through embedding performance management and coaching. Discuss and
finalize performance management plans and ratings for the cluster team
- Maximize performance of branch managers,
relationship managers and their teams by identifying and developing the
training needs and ensure coaching or delivery of training takes place.
- Drive employee development and engagement
within the cluster and branch teams that results in a high performance
climate and culture.
- Share knowledge experience and best
practice with branch managers, relationship managers, branch teams and the
broader business.
- Create an empowering environment for
direct reports, encouraging individual ownership and initiative and ensure
they do the same for all their staff.
- Initiate HR processes for direct reports
when required e.g. disciplinary process, leave management, learning and
development, talent identification etc in consultation with HR.
- Acts as escalation point for grievance
cases touching on branches in the cluster.
- Motivate staff through appropriate
recognition schemes.
- Pursue own development to increase
personal effectiveness, acknowledging strengths and areas for development
Customer Service
Management 20%
- Understand and articulate aggregated
cluster requirements & customer feedback to help enhance over customer
experience.
- Ensure high quality, knowledgeable
service levels in branches to exceed customer expectations.
- Build a motivated, committed and focused
Branch team, consistently delivering creative, precise and customer
focused service.
- Act as the escalation point for HOT
complaints. Visit high net worth or key clients to support the branch
managers and relationship managers.
- Ensure branch network delivers excellence
service through continuous monitoring of service scores and develop plans
for improvement. Discuss and agree plans with direct reports.
- Collaborate cross-functionally to provide
high standard of service delivery.
Risk & Control
Rigorous Compliance Management 10%
- Ensure the cluster operates in a
compliant manner and adheres to relevant company and regulatory
requirements to achieve satisfactory grades in local & Group Audits
- Monitor branch operations and control
performance to ensure that branch standards in the cluster are met and
where required review branch remediation action plans.
- Review incident reports raised from
branches and take required actions e.g. escalation, disciplinary action
etc.
- Sign off all budgeted branch expenses
above branch manager limits.
- Accountable for other non-branch related
expenses such as disturbance allowances, transportation costs etc.
responsible for managing costs within budgets for these items.
Person Specifications
Academic Qualifications
- Bachelor’s degree in Business or Finance
from a recognized institution.
- Master of Business Administration degree
or its equivalent from a recognized institution (added advantage)
Professional
Qualifications
- Chartered Institute of Marketing diploma
or its equivalent; and
- Associate of Kenya Institute of Bankers
(AKIB) or its equivalent professional body.
Experience
- At least 12 years relevant experience, 3
of which should have been in a managerial position in retail and/or
business banking.
- At least 5 years in branch management
with track record of performance in a large/flagship branch.
Skills and Attributes
- Strong strategic and financial analytical
skills.
- Knowledgeable in prudential guidelines
and banking regulations.
- Excellent relationship building skills.
- Highly developed networking skills.
- Business Acumen skills
- Credit Appraisal, Credit &
Operational Risk Management skills
- Working knowledge of Branch Operations
and Controls.
Generic competencies
- Excellent communication and interpersonal
skills.
- Good planning and organizational skills.
- Strong leadership and people management
skills.
- Strong problem-solving skills coupled
with decision making ability.
- Drive Positive Customer Experience.
- Stakeholder Engagement
- Strong negotiation and influencing
skills.
- Performance Management skills.
How To Apply