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Role Purpose:

  • Reporting to the Area Head, the Branch Manager is responsible for the leadership of a specified branch within an Area.
  • This includes overall responsibility and accountability for:
  • Delivering on all performance targets for the allocated branch (end to end accountability across scorecard elements)
  • Manage commercial, sales and service agenda for the branch by leveraging market understanding and digital banking priorities to provide input into target setting and business planning processes
  • Drive Customer Experience within the Branch
  • Identify opportunities for business growth within the branch, across the area and across channels outside of the branch network e.g. self service channels, external sales
  • Identify opportunities across business units (product lines) and on identified opportunities
  • Identify and integrate risk in the branch by managing and integrating the day to day operations and identifying
  • operational risk issues and opportunities for improvement, acting on these in a timely manner to deliver against key metrics of service, productivity (cost to serve), conduct etc.
  • Manage effective resource / capacity planning and a multiskilling plan and approach for the branch that ensures a consistent balance between service, delivery and cost to serve
  • Facilitate collaboration between team members and across the customer network to effectively deliver on market opportunities presented for multichannel and cross product line growth in the interests of One organisation
  • Coach sales and service teams towards the effective delivery of branch performance and service excellence targets
  • Create a high performance culture and high engagement work environment within the branch leveraging routine and effective coaching for performance techniques
  • Actively engage customers and community by effectively building networks & network engagement routines

Role / Person Specification

  • Education and Experience Required
  • A minimum of a B Comm Degree or an equivalent NQF level 5/6 qualification
  • FAIS Qualified (RE5 Compliant)
  • Post Graduate qualification preferred
  • 5-8 years' retail banking experience that includes management responsibilities, strong team leadership & risk management)
  • Multiple branch / location management experience is preferred

Knowledge & Skills: (Maximum of 6)

  • Change Management
  • Customer Experience & Segmentation
  • Business Planning
  • Sales & Service
  • Business Performance Management
  • Financial Management
  • Capacity Planning
  • Regulatory (including all Customer / Non Customer Regulation impacting banking e.g. FAIS, NCA, BASEL, Twin Peaks, TCF, KYC etc.)
  • Digital Capability
  • Risk Management (Legal, reputational, operational, etc.)
  • Technology including systems and applications (e.g. MS Office)
  • Operational Efficiency and Process improvement

Competencies: (Maximum of 8 competencies)

  • Leading & Supervising
  • Persuading & Influencing
  • Entrepreneurial & Commercial Thinking
  • Deciding & Initiating Action
  • Analysing
  • Planning & Organizing
  • Adapting & Responding to Change

 

Bank Branch Manager

in Cape town
Permanent
Start date: 30.08.2019
Terms of reference

Role Purpose:
Reporting to the Area Head, the Branch Manager is responsible for the leadership of a specified branch within an Area. This includes overall responsibility and accountability for:

Non- Negotiable Requirements:

  • A minimum of a B Comm Degree or an equivalent NQF level 6 qualification
  • FAIS Qualified (RE5 Compliant)
  • Post Graduate qualification preferred
  • 5-8 years' retail banking experience that includes management responsibilities, strong team leadership & risk management)
  • Multiple branch / location management experience is preferred
Profile

Key Accountabilities:

  • Company Business Planning, Business Performance Monitoring & Revenue Generation
  • Work collaboratively and proactively with the Area Head to define branch performance targets and align operational plans to deliver against these targets (all targets including customer, company, colleague, conduct)
  • Cascade the branch operational plans and targets within the branch team to alignin individual and team performance goals accordingly
  • Drive the implementation of the branch operational plans
  • Ensure effective resource planning and coaching for performance routines
  • Develop and gain local market insights / knowledge to identify area opportunities through branch activity and successfully influence branch and multichannel profitability
  • Actively monitor and manage all branch performance metrics (leveraging existing frameworks and tools)
  • Identify risks and opportunities and implement solutions proactively to enable performance
  • Based on the above, make key performance related decisions and implement activities in an integrated way to solve for performance risks and opportunities (understand the performance levers, the impact each has on the other and make the best business decisions that doesn’t impact the wrong levers negatively)
  • Understand of the performance scorecard and all related components e.g. P&L, Balance Sheet elements and apply customer plans that will enable an overall ‘Balanced Scorecard’ and effective asset and liability management.
  • Drive Revenue through Customer Relevant Campaigns and Effective Campaign Activity and merchandising Implementation across the branch for all product houses as required

Customer Experience, Sales and Service

  • Proactively manage and build relationships to enhance the organisation Brand in the area as well as the branch (where it makes sense to do so)
  • Ensure the effective execution and management of sales activity within the branch
  • Leverage Market & Customer insights to meet & exceed market needs
  • Being a powerful voice and ambassador for the organisation in the immediate community, enhancing the profile and brand of organisation & furthering our objective to help people and communities achieve their ambitions
  • Creating a best of breed sustainable employee engagement climate as an expert coach who actively role models & Inspires best of breed customer service & Leadership within the branch
  • Drive sustainable and competitive revenue growth linked to customer experience and one  business objectives
  • Managing Cost & Efficiencies 
  • Understand market trends and competitor strategies to inform branch plans and activities.
  • Apply effective & balanced cost management practices that ensures sales & service standards are within benchmark & aligned to best practice
  • Manage cost to serve within the branch and all related levers (no. and type of transactions, fixed & variable cost management). Ensure optimal cost to serve balanced with revenue based on the interaction of all levers with one another.
  • Identify customer opportunities and operational customer plans for the branch (new to bank opportunities, possible customer switches, business & individual relationship management opportunities etc.)
  • Ensure active in branch lead generation across channels and product lines based on all customer interactions
  • Demonstrate an understanding of all existing customer segments and their performance across the branch (e.g. top customers) and proactively identify relationship management & Sales opportunities across the customer base in all segments
  • Establish relationships with clients referred to above including business influencers across the community
  • Coordinate and manage customer forums where relevant for the branch
  • Review trends & apply analysis across the customer base (sales and service) to proactively identify risks and opportunities for the branch (as well as other channels / across business units)
  • Actively plan for the education and migration of customers to self service & other channels and ensure self service contact points are providing a quality experience for clients (leverage client feedback and share with appropriate stakeholders)
  • Leverage a solid customer and product understanding to identify cross sell opportunities across product lines
  • Leveraging tools and frameworks (e.g. customer experience, know your market) ensure the ‘best fit’ service and ‘products’ are sold to customers
  • Ensure customer education takes place while selling products in order to maximize the ability of the customer to utilize the product sold (right products, right customer, right value)
  • Ensure consistent customer experience across channels by the team
  • Ensure timeline and proactive engagement with internal partners (e.g. risk, IT, Ops) to enable effective service delivery Drive customer retention through proactive customer relationship management and effective customer complaint resolution holding teams accountable for this daily
  • Maximize Customer Retention by ensuring customers become primary customers in our books
  • Build a strong customer mindset across the branch team and cascade market knowledge and customer insights that enable opportunity identification and risk management across the team
  • Engage and align teams on all sales activities and campaigns ensuring a consistent client experience within the branch
  • Enable, Coach and Develop the branch team to effectively manage service delivery with customers
  • Ensure feedback routines and processes are implemented to learn from customer experiences successes and failures equipping each staff member with the right knowledge and skill to effectively engage customers (consistently and professionally)
  • Proactively network and engage with the local community
  • Actively participate in community and local business forums becoming a respected participant and visible representative of the organisation the local market
  • Encourage responsible citizenship and community involvement within the branch
  • Align community initiatives to the core capabilities of the bank (e.g. financial education, etc.)
  • Drive stakeholder opportunities through effective community engagement
  • Develop and enable a regulatory mindset and culture that promotes “Winning Together” vs. compliance orientated activity (includes development, coaching and day to day management routines)
  • Lead by example consistently role modelling the core company values and ensures the ‘values in action model’ is embedded and actively managed across the branch
  • Proactively identify risks & implement risk management practices across all elements of the business (5 C’s) including but not limited to fraud, operational risk, cash management, reputational, Technology / Information Risk, Legal risk and regulatory risk
  • Effectively lead the implementation and active management of regulatory requirements aligning with key stakeholders (credit etc.) as required
    Colleague
  • Effectively lead the branch team to deliver against the branch operational plan and performance targets (including cross product / collaboration goals), leveraging appropriate people management practices (across the employee lifecycle) & team process to ensure effectiveness
  • Actively coach and develop team members
  • Drive a high performance culture within the branch that ensures individual and team accountability
  • Drive staff engagement by acting as a role model for the organization’s values and behaviours as well as through the implementation of effective and regular people management routines
  • Lead the resourcing, talent identification, development & succession planning processes for the branch and ensure alignment with key stakeholders in the process
  • Act as a change champion within the branch building the capacity of staff to manage change and ensure effective integration of changes (people, processes and systems) within the branch as the business evolves
  • Ensure that the branch is representative of the markets we serve and embrace diversity as a competitive advantage
  • Create capacity and resource plans for the branch based on commercial insights and business cycles
  • Effectively manage the capacity and resource plans creating the optimal balance for sales, service, productivity and cost metric delivery
  • Build strong product & customer knowledge across the branch ensuring each branch staff member is equipped with the right knowledge and skills to effectively attract and retain customers
  • Ensure all resources are optimally leveraged (including self) to deliver at the appropriate level of work within the branch (right role, right activity, right time, right productivity)

 

Closing date: 27 September 2019

PLEASE NOTE THAT FEEDBACK WILL BE GIVEN TO SHORTLISTED CANDIDATES ONLY.

For more info, please contact the Prebless Recruitment Centre on 012 4417 157 or email us at recruit@prebless.com

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