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 authorization 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
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 or similar commercial role
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
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