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Branch Leadership & Performance

• Provide overall leadership and direction to branch staff to achieve business, sales, and non-interest income targets.
• Set, communicate, and monitor individual and branch performance targets for all staff.
• Chair branch delinquency meetings, loan committee meetings, and performance review sessions.
• Drive portfolio quality, growth, and recovery in collaboration with Credit, Risk, and Recovery teams.
• Ensure a positive, ethical, and high-performance culture, including a strong “speak-up culture.”

Operations & Controls

• Oversee smooth day-to-day branch operations in line with Bank policies and procedures.
• Ensure strong operational controls, risk mitigation, and adherence to AML/CFT, KYC, and regulatory requirements.
• Monitor daily account movements and report material transactions to Head Office as required.
• Oversee cash management, vault maintenance, and branch security at all times.
• Ensure proper control of branch assets, sales kits, stationery, and certificates.

Customer Service & Business Development

• Ensure efficient and timely delivery of customer requests including account opening, ATM issuance, cheque books, confirmations, and statements.
• Support resolution of complex customer issues and ensure excellent service standards.
• Drive cross-selling of Yako Bank products and services.
• Monitor and improve account value structure, including closure of dormant or low-value accounts where applicable.

People Management & HR Responsibilities

• Supervise, coach, and develop branch staff to enhance productivity and capability.
• Initiate staff performance appraisals, promotions, training, disciplinary actions, and transfers in line with HR policies.
• Handle staff grievances professionally and fairly.
• Plan, approve, and manage staff work schedules and leave in consultation with Head Office.
• Ensure staff safety, wellbeing, and compliance with workplace standards.

Compliance, Audit & Reporting

• Facilitate internal, external, compliance, and regulatory audits and ensure timely implementation of audit recommendations.
• Ensure accuracy, authenticity, and completeness of loan and customer documentation.
• Prepare and submit required branch reports accurately and on time.

Strategic Support

• Implement Head Office strategies and contribute to branch-level business planning.
• Provide regular feedback and recommendations to management on branch performance and operational improvements.
• Perform any other duties assigned by Management in line with the role.