Chief Manager/AGM - Banking

Department: Operations

Section: Branch

The main purpose of this role is plan, organize, lead, and control the banking activities in a branch in line with operating procedures, rules and regulations which include leading the customer service initiatives; guiding branch operational excellence; preparing and submitting the branch annual budget, work plan and activity and progress reports and ensuring that the Bank's code of practices are adhered to by all staff.

The role holder will have accountability for branch performance and client relationship management for premium customer segment.

Key responsibilities:

- Develop and implement a business growth strategy for the branch in line with the overall strategy

- Aggressive marketing of the bank's products

- Developing and maintaining a healthy Credit portfolio

- Manage all banking activities at the branch and ensure operational excellence in line with the Bank's policies, procedures and CBK regulations.

- Ensure cash balances are done in a timely manner.

- Manage the branch's deposit and advances targets to ensure the branch remains profitable.

- Supervise outsourced services in the branch including cleaning, security, etc.

- Manage the branch cash in transit process in line with approved procedures.

- Manage the branch safe deposit lockers.

- Ensure implementation of desired service quality standards at the branch's customer contact points to ensure a consistent superior service to customers.

- Support regular checks on service delivery at the Branch

- Ensure an attractive banking experience through proper queue management and attractive display of product sheets.

- Handle customers' issues, investigate and resolve customer complaints.

- Enhance the Bank's image through pro-active customer service delivery in response to customer needs in order to exceed customer expectations.

- Establish and maintain lasting customer relationships.

- Ensure adoption of bank's products and services by cross-selling the same to customers.

- Authorize payments and receipts, within authority limit and keep standing orders and other instruments and follow-up with implementation.

- Approve payment of general expense items.

- Identify, develop, deploy and retain talented staff including completing performance appraisals effectively and on time in accordance with the established performance management procedures.

- Adhere to compliance and operational risk controls in accordance with the Bank's and regulatory standards, policies and practices and ensure that all branch staff are familiar with them.

- Ensure that tasks are completed to the agreed standards within the agreed time scales.

- Approve Branch job rotation plan to promote effective utilisation of staff and generalization.

- Report control weaknesses, compliance breaches and operational loss.

- Prepare reports monthly, quarterly, semi-annually and annually as well as on ad-hoc basis as need be.

- Perform other related duties as emanates from the post, as and when assigned by the Executive of the Bank.

Additional skills:

- Excellent understanding of financial products and services.

- Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes.

- Good knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

- Ability to respond to client enquiries and instructions and the capability to resolve most issues and requests.

- Excellent customer service skills.

- Ability to work under pressure and meet deadlines.

- Ability to lead, influence and drive change initiatives in support of business strategies within the department.

- Strong leadership and skills to foster teamwork; develop and motivate staff, resolve conflicts as well as ability to provide direction, guidance, momentum and vision in order to achieve organizational objectives.

- Demonstrated business acumen - able to create strategy and actions that impact business success.

- Strong communication and presentation skills including ability to develop proposals, concept papers, position papers as well as write reports and prepare relevant publications.

- High level interpersonal and cross-cultural skills, including ability to build alliances and collaborative relationships with sensitivity to diversity.

- Must be a self-starter, highly organized, and able to work well with people at all levels in the organization.

- Strong persuasion and negotiation skills.

- Good relationship management and dispute resolution skills.

- Risk awareness and focus - demonstrates understanding of risk management practices, standards and regulatory requirements.

- Effective stakeholder management.

- 20- 30 years of experience - Looking for candidates from Nationalized Banks only)