Branch Manager – Lusaka Civic Centre Branch

JOB PURPOSE

Responsible for delivery of branch balance sheet and profitability targets by driving the sales and service agenda with a focus on meeting MTP goals. To ensure acquisition of quality accounts and implore customer retention strategies that will ensure sustainability of business growth. To effectively manage process controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy. To ensure effective people management and growth.

JOB RESPONSIBILITIES

• 100% responsibility for Branch Balance sheet & profitability
• Responsible for Retail sales, Growth of Private & Preferred segments
• 100% responsibility for Retail revenue
• Responsible for setting performance targets for the team in collaboration with Regional Sales Head, such as Deposits, Loans/Advances, Number of funded accounts, net interest income, fee and commission income and expenses, Banc assuarance targets and aim to achieve and/ or exceed set targets.
• Responsible for formulation of sales strategy/sales plans for the two segments in order to provide direction to the team.
• To monitor sales performance against set targets and address any adverse variances on time.
• To ensure that Assistant Preferred Bankers and Assistant Private Bankers are meeting their cross sell ratio targets through coaching and provision of sales tools.
• To ensure execution of the client contact plan according to set timelines so that clients are relationship managed accordingly.
• To monitor customer balance thresholds and ensure upgrades and downgrades are recommended timely so that correct CVP is applied for customers based on balance holding.
• Monitor inflows and outflows of customer deposits and employ workable strategies for customer deposit retention.
• To ensure all new initiatives are implemented as set by the business so that branch activities are aligned to MTP plans.
• To supervise product promotion campaigns by distributing material to branch staff and customers and ensuring the cascading of key messages and product training is done for branch staff
• To ensure the rest of the team is sensitized on the customer value proposition (Products, Services & Channel)  in order to facilitate selling of the banks products.
• To ensure weekly, monthly product & service sessions are held so that all staff are competent in selling the bank’s products
• To ensure quality and funded accounts are opened in order to reduce attrition and register immediate balance sheet growth.
• To actively engage customers whose accounts fall dormant with a view to activate the account or close for those at nil in order to retain a quality customer base
• To proactively engage customers with near end term deposits for renewal in order to retain the deposit.
• To ensure that sales effected are in line with the bank’s overall strategic direction.
• To ensure identified sales leads are properly managed and prioritized for execution and that the targeted conversion rate as agreed with Regional Sales Head is attained.
• To conduct customer exit interviews in order to seek opportunities to retain relationships
• To lead in daily sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice.
• To own customer life time value chain i.e. the Bank should be a one stop shop for all customer needs relating to his/her financial life in order to increase cross sell and upsell opportunities
• To provide quarterly competitor information in terms of pricing, products and campaigns to sales teams  in order to help the bank improve its position in its sales approach
• Share knowledge with other branches and head Office on effective practices, competitive intelligence, business opportunities and needs in order for best practices to be replicated.
• Network to improve the presence and reputation of the branch and Zanaco
• To be responsible for servicing of all customer segments at the branch including Corporate and Agric customers in order to manage the segments for value.
• To ensure Preferred and Private customers are relationship managed with customer contact plan executed according to agreed  timelines for Category A, B & C customers. To identify low or no debit card, mobile banking or online banking usage and engage customer to transfer in order to contribute towards the banks objectives.
• Responsible for Operational service delivery;
• To ensure all customer instructions including loan applications for private banking customers are fast tracked.
• To liaise with Operations manager daily in resourcing for the Front office service agenda.
• To track and monitor SLA on all transactions in order to meet / exceed customer expectations.
• To make customer visits and avail call reports to line manager and execute generated leads and actions from call reports in order to track and monitor leads and actions.
• To work with the Assistant Preferred Banker/Assistant Private Banker in completing quarterly service action plans
• To work with the Assistant Preferred and /Assistant Private Banker in addressing all issues raised in the branch assessment reports
• To ensure that Assistant Preferred bankers  continuously educates digital clients on the use of digital platforms in order to realize the full Retail strategy of servicing only Private & Preferred clients in branches.
• To ensure that customers are directed to the self service desk by the Assistant Preferred banker in order to improve service delivery
• To set and monitor Branch Service Standards using the 5 Non Negotiable in order to ensure the delivery of high service quality to customers is attained.
• To track service performance regularly and rectify any deficiency in order to maintain high service standards
• To prioritize resolution and provision of feedback on complaints for Private banking clients within 24 hours.
• To drive closure of pain areas identified during NPS survey in order to improve the customer experience.
• Ensure all complaints are logged into Ameyo and reference number given to customers including those resolved at branch level for better tracking.
• Conduct a root cause analysis of complaints for better decision making on service improvements
• To ensure constant engagement with the central Customer service team for service improvements.
• To act as a point of contact  for issues that require escalation
• To ensure  overall operational governance, risk and control is maintained
• To ensure branch self-audits are taking place monthly so that there is End to End compliance on the operational controls as laid down in the OPM.
• To ensure that there is effective management of processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy
• To ensure that incident reports are raised in the branch for all incidents that occur and ensure they are conclusively, timely addressed and closed. Escalate to Regional Operations/Sales Head if required.
• Implement and Close all audit recommendations, identified control weaknesses from Risk RCSAs, Consultancy reports or Customer complaints and risk events.
• To ensure management and testing of the business continuity plan for the branch and raise any issues that may come up during periodic testing.
• Responsible for Agency management where applicable
• To oversee resolution of all audit issues raised.
• Where applicable, to represent the bank at all Central Bank meetings and ensure actions required by the bank are executed.
• To ensure that there is adequate physical security at the premises and functional internal external alarms and that system security is maintained.
• To manage the branch expenses
• Ensure adherence to all account opening procedures. Kyc, profiling, minimum balance etc
• Treat customers fairly, explain full value proposition for the product, and associated costs.
• To act as backup for system authorization in case of need.
• Ensure that there is zero tolerance on errors and omissions on all customer requests
• Ensure escalation of all strategic operational issues to Regional Ops Head on time.
• Adhere to high ethical standards, and comply with all regulations/applicable laws
• Provide clear and consistent guidelines on vision and strategic goals in order to attain full alignment between with staff.
• Manage staff and foster a positive environment that promotes the Zanaco values in the ways of working together.
• To conduct in-branch training in areas of concern e.g. sales, complaints handling, process, operations, controls etc. is happening timely.
• To agree with team members, monitor performance and performance reviews for each team members as per stipulated guidelines
• To ensure weekly 1-on-1 sessions held for each employee and support provided on developmental areas.
• Identify areas of improvement and propose corrective actions that meet, challenge and leverage growth opportunities
• To bring out the best in staff by ensuring coaching and training is happening for their personal growth.
• To manage daily attendance and leave programs in compliance with relevant HR policies and procedures.
• To ensure career sheets are completed for each staff member with support provided by supervisor on developmental areas, rotations effected, talent management and regular discussion happening on personal development for team members.
• To share knowledge and experience and best practice with team members in order to ensure that team performance complies with set  standards
• Reward employees and the team based on exceptional performance