DIMENSIONS
• Limitless approval authority of cheques paid out.
• Number of staffs supervised
• Branch turnover sales and profit targets
• Branch Operations Budgets
• Branch Customer Service standards
• Branch standards on KYC, Risk & Control environment
• Branch activity targets
• Branch Resource Budget

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED
• At least 7 years working experience in Sales and Relationship Management,
including banking Operations, specifically in Branch Operations
• Knowledge and experience of the mass market segment, and performance of
both Agency and Inclusive banking
• Minimum of a first degree/professional qualification from a recognized
professional institution
• Excellent sales abilities essential for achieving Branch Sales and segment
target
• Excellent multicultural awareness and management skills, essentially people
person
• Detailed working knowledge of bank/branch processes and controls in all core
banking activities
• Good communication and interpersonal skills
• High degree of team building and supervisory skills and abilities

KEY COMPETENCES
• Technical Skills
• Conceptual skills
• Human relations/interpersonal skills
• Planning
• Communication
• Negotiation and influencing skills
• Decision making
• Problem solving
• Ability to interpret data including financial data
• Digitally savy
• Delegation
• Adaptive to change and is flexible
• Drive

KEY RESULT AREAS
• To maximize profit and to supervise the operations of the Branch in conformity
with the bank’s operational manual and standards
• To deliver sales and revenue targets of the Branch including review targets of
Agent Network Officers and Business Development Mangers of the mass
market segments
• To provide assurance to the branch operations team in ensuring controls and
procedures are fully followed, in order to help drive quality service delivery in
the branch

To ensure that all sections within the Branch functions run efficiently to meet
service standards for both internal and external customers
• To establish and review key operational risk indicators and formulate action
plans to minimize the Branch’s exposure to fraud and losses
• To establish operational goals which are challenging in the improvement of :
o Operational Cost
o Service Quality
o Controls
o Customer Service
o Channel Management
• To check and control hygiene of the Branch, including working and safety
conditions of branch staff, as well as physical branch structures. Oversee
branch premises, building, equipment and Branch security
• To be responsible for the re-engineering of the branch processes to improve
customer service and cost effectiveness and control of performance targets.
• Ensure that effective documentation is in place, in the form of user quotes and
branch operating instructions, for existing systems and future systems.
• To ensure that the Branch does not obtain an adverse audit rating.
• To ensure that the Branch suspense accounts are always balanced
• To be responsible for the performance appraisal of branch operations and all
other staff in the Branch
• Keep abreast of local competitors’ activity and make recommendations on
internal pricing, promotion and product policies
• Own the ‘look and feel’ of the branch and ensure it is in consonance with the
prescribed visual identity (VI) always, working with the relevant support
functions.
• Collaborate with other business segments within the Retail Banking division
including Commercial and SME Banking, Inclusive Banking, Agency Banking
and Retail Products to drive business growth.
• Collaborate with other business functions like Corporate Banking, Fidelity
Securities, and others to drive value for the bank.

PEOPLE MANAGEMENT
• Supervises immediate team members to ensure that time, quality, and other
set standards are achieved
• Interpret Conditions of Service to immediate team members
• Appraise the performance of all branch staff including CSOEs, CSOTs, ROs,
and BOS
• Identify training needs of immediate team members and recommends
appropriate training for them.
• Administer disciplinary measures to immediate team members in accordance
with the Bank’s disciplinary policy, values, code of conduct and procedures

RISK AND COMPLIANCE
• Ensure prompt and adequate compliance responses to Sanctions and
AML/CFT enquiries sent in by Compliance department
• Take part in all annual mandatory refresher training organized by Compliance
• Report all suspicious or fraudulent activities to Compliance or via whistleblowing
toll-free line.
• Signs off all PEP accounts and the Combined Risk Framework.

COMMUNICATIONS AND WORKING RELATIONSHIPS
• Regional Sales and Service Manager
• Director, Channels and Sales
• All Directors and Business Heads within Retail Banking
• Head, Agency Banking
• Hub Manager
• Head Prestige Banking
• Retail Network Team
• Director, Banking Operations
• Head, Branch Services
• Internal Control
• Internal Audit
• Customer Experience
• External auditors
• Financial Crime Management Unit
• Central Bank
• HR Business Partner