Branch Manager at Caritas MFB

Job Purpose

Reporting to the Head of Retail, the Branch Manager will be responsible for achieving business targets and effectively managing branch operations within the regulatory framework and the Bank's policies and risk guidelines.

Key Responsibilities

• Develop new business opportunities by proactively marketing lending and deposit opportunities to current and prospective clients
• Provide leadership in performance management, employee development, and talent management while building a work environment that drives high performance and employee satisfaction
• Entrench a risk-aware culture and develop risk self-assessment capability to identify, evaluate, mitigate, and monitor risks
• Build and maintain relationships with customers to the mutual benefit of both the customer and the bank
• Maintain a high-quality loan book by ensuring prompt collection of arrears on normal and watch accounts
• Entrench measurable and meaningful customer service standards and practices
• Ensure compliance with the Bank's policies, control guidelines, and procedures
• Manage and monitor the branch budget
• Collect market information regarding competitor products and service levels
• Set and maintain customer service standards in line with the requirements of each market segment
• Monitor customer complaints, identify trends and root causes, and address issues at the source to prevent recurrence
• Anticipate and meet customer needs through provision of appropriate products and services via suitable channels
• Identify and action opportunities to migrate customers to more appropriate, cost-effective channels
• Ensure efficient, customer-oriented switchboard and telephone procedures
• Conduct needs analysis to effectively identify customer needs when opening new accounts or providing product advice