Branch Manager at Caritas MFB

Job Purpose

Reporting to the Head of Retail, the Branch Manager will be responsible for achievement of business targets and effective management of 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 from current and prospective clients
• Provide leadership in performance management, employee development, talent management, and 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 good quality loan book by ensuring arrears on normal and watch accounts are collected promptly
• 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 on competitor products and levels of service
• Ensure that customer service standards are set and maintained in line with the requirements of each market segment
• Monitor customer complaints, identify trends and root causes, and address issues at source to prevent recurrence
• Anticipate and meet customer needs through provision of appropriate products and services via the most suitable channel
• 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 identify customer needs effectively when opening new accounts or providing product advice