JOB DETAILS:
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