Branch Manager at NCBA Bank Tanzania

Responsabilités

To provide powerful branch and its agency (ies) (hereinafter called “branch”)) leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability. Responsible for the day-to-day running of the branch, keeping high level of bank operations standards and management controls. Key Accountabilities (Duties and Responsibilities) Financial & Business Growth – 60% – Formulate and implement strategic initiatives to increase new business and expand share of wallet from existing clients. – Monitor branch performance, maintain accurate records, and report to the Regional Branch Manager and relevant Business Heads. – Manage portfolio risks in line with the bank’s appetite and collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling. – Oversee borrowing and non-borrowing accounts to enhance loyalty, mitigate losses, and drive growth. – Conduct product reviews and development based on market feedback, build competencies for competitive advantage, and perform market intelligence to identify trends, regulatory changes, and opportunities. – Prepare and review the branch’s annual strategy and geographic strengths. Internal Controls & Risk Management – 10% – Ensure adherence to branch controls, security, processes, and BCP/disaster recovery protocols. – Comply with NCBA policies, KYC, AML, and operational risk requirements. – Maintain timely and accurate reports, manage cheque referrals, collect all due fees, and exercise strict cost control over staff, catering, overtime, maintenance, stationery, and sundry losses. – Aim for satisfactory audit ratings by closing exceptions promptly, conducting supervisory checks, and fulfilling custodian duties in line with procedures. Customer Experience – 10% – Deliver excellent customer service and meet business targets through strict TAT adherence and high service standards. – Coordinate feedback initiatives, address complaints promptly, and ensure internal customer satisfaction aligned with NCBA values. – Maintain high standards of branch appearance, ensure uptime of CDMs, ATMs, and channels, and engage customers during personal needs to build loyalty. Brand, Product & Business Proposition – 10% – Provide direction to branch staff on business objectives and market priorities based on analysis of local trends and competitor offerings. – Ensure merchandising materials meet guidelines, brief staff on promotions, and track sales performance. – Build relationships with key clients and influencers, support product specialists in marketing to local businesses, and represent the bank in marketing, CSR, and community events. – Coordinate branding and signage with Marketing and Communications. Learning, Growth & People Management – 10% – Develop a high-performing, motivated team with a positive work environment. – Set performance objectives, conduct appraisals, and provide regular feedback. – Offer leadership, training, and guidance, ensuring effective resource planning and succession through leave programs and in-house training. – Address performance, disciplinary, and grievance matters promptly. Ensure required learning hours are met through e-learning and internal programs. Job Specifications Academic: Bachelor’s degree in a business related field – Upper second or GPA 3.0. Master’s Degree will be an added advantage. Professional: AKIB or CPA (K), CSAPs. Proficiency in computer use including MS Office tools and banking systems Desired work experience: – Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (4) within business development – Proven track record of consistently exceeding set targets. – Leadership skills – Excellent Bank product knowledge Job Dimensions Balance sheet – Kes. Reporting Relationships: jobs that report to this position directly and indirectly Direct Reports 3-5 Indirect Reports 4-7 Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role Internal – All branch staff – All bank staff – All other banks departments External – Central bank – Kenya bankers Association – Other local banks – Customers – Service Providers Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role – Empowered to make managerial decisions. – Signing Transactions within the approved limits. – Credit assessment & approval at branch level. – Approval of OMNI items. – Approval of staff leave. – Business lunch for customers within approved limits. – Approval on costs within set budgets e.g. staff catering expenses, taxi expenses, facilities maintenance & overtime. – Approval to spend on customer “recovery” within budgeted limit. – Discretion on resource allocation within the branch under approved headcount for optimum productivity. Work cycle and impact: time horizon and nature of impact (Planning)(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year) – In charge of Branch Strategic Initiatives. – Submission of weekly, monthly, quarterly and annual reports. – Submission of monthly accountability reports. – Branch leave management. – Management of class room and E-Learning for self and other branch staff. NCBA Bank Core Value Behaviours – Driving for Results Intermediate – Selling the Vision Intermediate – Fostering Collaboration Intermediate – Building Trust Intermediate – Openness Intermediate – Empowerment & Delegation Intermediate Business Savy Intermediate Responsiveness Intermediate Coaching & Developing Others Intermediate Building Organizational Talent Intermediate

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