Branch Manager

Job Title:   Branch Manager

Department:   Business Development & Customer Experience

Section / Unit:   Branch Business

Location / Workstation:   Respective branch

Reports to: Head of Business Development

Direct reports:  Credit Relationship Officer, Team Leaders, Admin. Assistant/Customer Service Officer

Job Purpose 

The role is responsible for the achievement of business targets and effective management of branch operations within regulatory framework and the company policies and risk guidelines. 

Key Responsibilities / Duties / Tasks 

1. Management Roles and Responsibilities

• Ensure the branch meets its goals and objectives in a timely manner.
• Ensure compliance on the standard operational procedures SOP, as defined on policy and BPI.
• Ensure efficient management of resources at the branch level for maximum output.
• Prepare various performance reports to facilitate decision-making
• Develop branch work plan and budgets for approval.
• Participate in recruitment and deployment of staff at the branch level
• Oversee the execution of branch work plan and budgets

2. Business Growth & Marketing

• Drive branch sales targets, portfolio growth, and client retention.
• Conduct market analysis and develop strategies for new client acquisition.
• Build partnerships with local businesses, community leaders, and other stakeholders.
• Promote the company’s products and services within the local area.

3. Credit Management

• Oversee loan application, approval, and disbursement processes in line with credit policy.
• Monitor loan portfolio quality, ensure timely collections, and reduce PAR (Portfolio at Risk).
• Provide support in recovery of delinquent accounts and manage arrears.

4. Team Leadership & Staff Development

• Lead, train, and supervise the branch team including Credit Relationship Officers, Team Leaders and support staff.
• Set performance targets and carry out regular staff performance evaluations.
• Mentor and motivate staff to uphold high levels of integrity and productivity.
• Conduct regular meetings and provide coaching for continuous improvement.

5. Customer Service & Relationship Management

• Ensure a high standard of customer service is maintained.
• Resolve customer queries and complaints in a timely and professional manner.
• Build long-term relationships with key clients.
• Develop and ensure implementation of effective brand management mechanisms that ensure responsiveness to customer excellent experience.  
• Monitor market share, conduct regular competitor analysis and drive goal setting for niche identification and market growth; 
• Co-ordinate development of marketing strategies and promotional activities in the identified market segment; 
• Ensure effective product launch and branding initiatives; 
• Facilitate regular updates of information on Marketing, PR and CSR on the website; 
• Monitor customer satisfaction indices and facilitate resolution of customer complaints; 
• Implement programs to improve and maintain the customer awareness culture amongst staff; 

6.  Operational Roles and Responsibilities

• Coordinate the development of policies and strategies for marketing, product development and business development.
• Coordinating procedures of identifying gaps in product service develop strategies to bridge the product gaps; 
• Design and co-ordinate implementation of standards on customer complaints resolution 
• Prepare and submit daily, weekly, and monthly operational reports to head office.
• Monitor and manage branch risk indicators and implement mitigation measures.
• Ensure KYC, AML, and data protection compliance

Job Competencies (Knowledge, Experience and Attributes / Skills). 

Academic Qualifications

• Bachelor’s degree in Business related field
• Professional Qualifications / Membership to professional bodies 
• Previous relevant work experience required.
• A minimum of 7 years of experience

Attributes:

• Strong customer centric skills
• Comprehensive knowledge of the laid down policies and procedures relating to all areas under control.
• Knowledge of value proposition.
• Excellent report writing and presentation skills.
• Good communication skills
• Have excellent negotiation, sales and marketing skills
• Self-driven, results-oriented individual with a positive outlook
• Able to get on with others and be a team-player with excellent interpersonal skills