Branch Manager

Purpose of the Role

To support the sustainable and profitable growth of Nisir by improving resource mobilization, customer attraction, satisfaction and retention through excellent customer service delivery, and improve the efficiency of branch operations.

Main Duties and Responsibilities

• Develop and implement service delivery plans and programs to optimize service excellence and customer experience in the branch
• Ensure proper compilation of information for loan requests, analyze requests and submit them to the appropriate organ for further processing and approval
• Lead branch staff to ensure coordination, consistency, and to create selling and cross-selling opportunities, and assist in answering questions and resolving issues
• Monitor customer service delivery in the branch and ensure that customer expectations are consistently met and exceeded
• Work with the Branch Expansion and Performance team in establishing customer service, operational and business objectives for the branch
• Provide input to the Branch Expansion and Performance team to support performance measurement and control
• Conduct balanced operations at branch level in terms of resource mobilization, customer service and digital onboarding for conventional and IFFS service lines
• Receive customer complaints and take immediate actions to solve issues under your authority, and refer to the right unit for speedy resolution when necessary
• Maintain adequate customer service staffing levels and ensure that all customer service personnel are properly trained in product knowledge, service delivery and communication techniques
• Collaborate with the Marketing and Brand team in implementing local marketing initiatives to promote Nisir and its products and services to local customers
• Review Income and Expense Summary Accounts of the branch and apply appropriate follow-up on controllable expenses

Career Growth Opportunity

This position offers a great opportunity for career growth.