Branch Manager

This role is responsible for supporting the sustainable and profitable growth of the Bank by improving customer attraction, satisfaction, and retention through high-quality service delivery. It also ensures operational efficiency within the branch and optimal utilization of resources.

Main Duties and Responsibilities:

• Develop and implement service delivery plans and programs to enhance customer experience and service excellence within the branch.
• Ensure proper compilation and submission of loan and foreign currency request documents to the relevant authorities for approval.
• Coordinate with customer relationship management and branch teams to ensure consistency, improve communication, and support cross-selling and issue resolution.
• Monitor customer service delivery and ensure customer expectations are consistently met or exceeded.
• Collaborate with the Branch Operations Director in setting service, operational, and business performance objectives.
• Provide input for performance measurement, monitoring, and operational control within the branch.
• Support branch growth by contributing to service expansion, profitability, and productivity improvement.
• Handle customer complaints and ensure timely resolution, escalating issues where necessary.
• Ensure adequate staffing levels for customer service and support continuous training on product knowledge, service delivery, and communication skills.
• Work with Marketing and Customer Management teams to implement local marketing initiatives and promote bank products and services.
• Review branch income and expense accounts, follow up on controllable costs, and ensure accurate branch accounting records.

About You

Qualification:

• Bachelor’s degree in Accounting, Management, Economics, or related fields.

Experience:

• Six (6) years of Banking Operations experience. IFB training certification is an advantage.

Requirement Skill

• Marketing Management
• Business Management

Skills Required:

• Accounting / Finance
• Economics / Statistics
• Sales / Marketing / Business / Management