Job Details

Description

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 and organization strategic 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:

Sales (50%)

• 100% responsibility for Branch balance sheet and profitability.
• Responsible for retail sales, growth of Preferred segments.
• 100% responsibility for retail revenue.
• Working with Cluster Manager to set performance targets for the team, such as deposits, loans/advances, number of funded accounts, net interest income, fee and commission income and expenses and aim to achieve and/or exceed set targets.
• To make sales plans with Preferred Bankers and ensure that targets are met.
• To ensure that Assistant Preferred Bankers are meeting their cross-sell ratio targets through coaching and provision of other tools.
• To ensure execution of the client contact plan according to set timelines so that deep selling/cross selling upselling is happening.
• To monitor customer balance thresholds and ensure upgrades and downgrades are recommended timely so that correct CVP is applied for customers based on balance holdings.
• 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 to the customer value proposition (Products, Services and Channel) to facilitate selling of the bank’s products.
• To ensure weekly, monthly product and service sessions are held so that all staff are competent in selling the bank’s products.
• To ensure quality and funded accounts are opened to reduce attrition and register immediate balance sheet growth.
• Monitor inflows and outflows of customer deposits and employ workable strategies for customer deposit retention.
• To actively engage customers whose accounts, fall dormant with a view to activating the account or closing for those at nil to retain a quality customer base.
• To proactively engage customers with near end term deposits for renewal to retain the deposit.
• To ensure that sales 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 Cluster Manager is attained.
• To conduct customer exit interviews to seek opportunities to retain relationships.
• To lead in weekly sales meetings to track and monitor sales performance and use this as a platform for sharing best practice.
• To own customers’ lifetime value chain i.e. the Bank should be a one stop shop for all customers’ needs relating to his/her financial life to increase cross-selling and up-selling opportunities.
• To provide quarterly competitor information in terms of pricing, products and campaigns to sales teams 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 for best practices to be replicated.
• Network to improve the presence and reputation of the branch and Zanaco.

Customer Service (30%)

• To be responsible for servicing all customer segments at the branch including Corporate and Agriculture customers order to manage the segments for value.
• To ensure Preferred Customers are relationship managed with customer contact plan executed according to agreed timelines for Category A, B and C customers.
• To identify low or no debit card, mobile banking or online banking usage and engage customers to transfer to contribute towards the bank’s objectives.
• To liaise with Private, Corporate, Agriculture and SME Relationship Managers in servicing the four client segments so that client needs are met.
• Responsible for operations service delivery.
• To liaise with Service Coordinator daily in resourcing for the front office service agenda.
• To make customer visits and avail call reports to line manager and execute generated leads and actions from call reports to track and monitor leads and actions.
• To track and monitor SLA on all transactions to meet/exceed customer expectations.
• To work with the Assistant Preferred Banker in completing quarterly service action plans.
• To work with the Assistant Preferred Banker in addressing all issues raised in the branch assessment reports.
• To ensure that all staff continuously educate digital clients on the use of digital platforms so that they are served by cheaper and convenient channels.
• To ensure that customers are directed to the self-service desk by all staff to improve delivery service.
• To set and monitor Branch Service Standards using the 5 Non-Negotiable to ensure the delivery of high service quality to customers is attained.
• To track service performance regularly and rectify any deficiency 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 and ensure no recurrence.
• 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 Cluster Manager.

Branch Operations (10%)

• 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 with 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 Cluster Manager if required.
• 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 carried out.
• To ensure that there is adequate physical security at the premises and functional internal external alarms and that system security is maintained.
• Managing the branch expenses.
• 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 Cluster Manager on time.
• Adhere to high ethical standards, and comply with all regulations/applicable laws

People Management (10%)

• Provide clear and consistent guidelines on vision and strategic goals 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 stipulated guidelines.
• To ensure weekly 1-on-1 sessions are 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 to ensure that team performance complies with set standards.
• Reward employees and the team based on exceptional performance.
• To engage the team on issues raised in the ESS with a view to resolving them.

Contact:

• External: Local Regulators on statutory matters.
• Internal: Corporate Banking department, Retail Banking department, Commercial and Agriculture Banking department, Treasury department, Information Technology, Branch operations.

Requirements

Qualifications & Experience:

• Grade 12 Certificate with 5 credits; including English and Mathematics.
• Degree in a related field.
• Five (5) years in the banking industry; three (3) of which at supervisory level.

Job Core Competencies:

• Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements.
• Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
• Understanding people policies and processes.
• Demonstrated complaint handling and resolution skills.
• Leadership (motivation, change management, strategic planning)
• Delighting customers
• Networking
• Persuading and selling
• Drive for results
• Analytical thinking and problem solving
• Teamwork
• People Management (coaching, managing performance, team building)
• Problem solving
• Verbal and written communication