Branch Manager - Mbarara
ABSA Bank
About ABSA Bank
Job Description
To drive and deliver exceptional business performance, through the provision of influential and consistent leadership; efficient business management; team development and achievement of operational excellence within own branch
Responsibilities
Implement business strategic initiatives and create ownership of the branch performance targets.
Agree branch execution plans and strategies aligned to the bank’s overall strategy of growth, transformation, and returns.
Be accountable for achieving annual branch sales and financial targets as cascaded from the Regional Manager, with regular monitoring of progress at least weekly.
Maintain a healthy branch balance sheet by ensuring assets perform to expected standards, minimizing low-quality assets, and keeping earnings contributions within acceptable levels.
Conduct market intelligence to identify new market opportunities, customer trends, geographical strengths, emerging government directives, and regulatory policy changes.
Manage borrowing and non-borrowing accounts to enhance customer loyalty and retention.
Establish strong relationships with top 200 clients and business influencers in the local area.
Manage branch costs by reviewing service provider quotations, analyzing monthly cost elements such as overtime, equipment maintenance, stationery, telephones, sundry losses, and staff costs.
Be actively involved and accountable for purchase and refund decisions within set limits, including sundry loss, potential loss accounts, and customer refunds.
Call customers when their accounts have been opened, generate welcome pack letters, and send them to customers.
Own customer queries and complaints related to account opening, loans, and card applications, resolving them in a timely manner and escalating unresolved issues appropriately.
Build relationships with internal service providers to ensure quick turnaround of escalated queries and complaints.
Direct customers to appropriate delivery channels such as cashiers, drop boxes, or ATMs.
Inform customers when cheque books, cards, and other account items are ready for collection and follow up on uncollected items.
Inform customers when new loans are approved and encourage drawdowns.
Walk queues during busy periods to resolve quick inquiries and direct customers to the correct counters.
Restock merchandising materials and inform the Branch Manager when supplies are running low.
Build and develop a high-performing and motivated staff team by creating a conducive work environment, encouraging teamwork, regular duty rotations, and succession opportunities.
Assist with resource planning, setting performance objectives, and providing regular feedback to direct reports.
Provide leadership through training, guidance, coaching, and mentoring of branch staff.
Effectively manage, mobilize, and coordinate branch resources to achieve common goals.
Review staff attendance patterns based on monthly absence statistics.
Ensure assigned e-learning and internal training activities are completed within set timelines.
Determine and manage training needs analysis and succession plans for direct reports.
Manage performance, disciplinary issues, and grievances for branch staff.
Motivate and recognize staff through recognition schemes.
Create an empowering environment that encourages individual ownership and initiative.
Ensure staff development, job rotation, and cross-training to create backups for key roles.
Initiate and manage disciplinary processes in collaboration with HR and an independent chairperson, including building case files where required.
Open and close cashier tills with the Branch Operations Manager at the start and end of each day.
Authorize cashier transactions above teller limits when required.
Act as cash custodian by monitoring cashier cash levels, restocking or repatriating excess funds, and reordering cash as needed.
Perform any other duties as assigned.
Ensure accuracy of new account applications, loan documents, credit card applications, and mandate changes, holding staff accountable for quality and accuracy.
Achieve operational excellence in procedures and processes to ensure positive audit outcomes.
Ensure end-to-end account opening processes are followed and KYC requirements are met, escalating unresolved issues appropriately.
Comply with all operational risk, KYC, and anti-money laundering requirements.
Assist the Branch Operations Manager with opening and closing cashier tills when required.
Allocate and ensure completion of branch snap checks.
Ensure all activities comply with regulatory requirements, enterprise-wide risk management frameworks, and internal policies, and manage risks relevant to the role.
Participate in local community events and networking opportunities.
Develop the branch’s external market and community profile to maximize local marketing opportunities.
Identify and support community initiatives such as financial literacy programs.
Link community initiatives to business opportunities and colleague engagement.
Promote community involvement within the branch to build pride among colleagues and customers.
Perform any other duties assigned by the bank from time to time.
Requirements
Bachelor’s Degree in Business Administration/ Commerce, or any other related field
Post graduate education or professional certifications in related field are an added advantage.
5 years’ experience in the Financial Services sector which must include proven experience.
3 years Retail and Business Banking Experience
Experience in a front-line banking sales/marketing/service environment