Job Purpose
Ensure that all customers receive a consistently high quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch. Ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost-effective channels. Proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure. Maintain a high level of integrity and ethical standards.
Key Responsibilities/Accountabilities
Operational effectiveness
Responsible for the net profitability of the branch: ensure effective management of revenue and expenditure with emphasis on the containment of controllable costs.
Optimise and streamline existing systems, processes and controls for cost-effective service delivery.
Manage assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
Customer service
Ensure that customer service standards are set and maintained in line with the requirements of each market segment.
Ensure that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
Sales management
Develop micro market sales plans to achieve responsive sales budgets/targets for branch (MLM).
Gain a sound understanding of the different local market segments in the branch’s area of operation.
Keep up to date with changes and developments in the local market/area.
Risk management
Ensure that laid-down instructions are adhered to by all areas under control.
Identify major risks affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risks.
Ensure maintenance of an effective control structure, with control activities defined at each level and duties appropriately segregated.
People management
Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
Budget, number of subordinates and extent of influence are branch-specific.
Manage and oversee the integration of sales, service, branch support and credit functions to provide a comprehensive value added financial service that meets customer needs in line with business drivers, quality service and operational/credit risk standards.
Preferred Qualification and Experience
Undergraduate or postgraduate qualification
Tanzania Institute of Bankers or related qualification would be an advantage.
A seasoned banker with about 5 years branch banking experience
Experience in managing a diverse range of people and activities are essential.
Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.
Knowledge of the Retail Banking value proposition.
Knowledge and understanding of the Area sales and service strategies.
Thorough knowledge and understanding of local target market profiles.
Knowledge/Technical Skills/Expertise
Ability to communicate clearly verbally and in writing when interpreting and explaining information relating to business plans, strategy, product benefits, service provision etc.
Good presentation and negotiation skills.
Ability to convey factual information clearly.
Ability to question, probe and clarify information in a diplomatic manner.
People management skills, including teambuilding, motivation, team
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