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Kampala, Uganda



January 31, 2024 at 2:00:00 PM

About the Organisation

On 6th December 2018, it was announced that NIC Bank, an institution with a rich history of retail banking; and CBA Bank, a forerunner of innovation in the banking space, would be merging to form a new bank with unmatched strength, expertise and regional reach.

The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds — from cutting-edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from the best-in-class choice of products to investment solutions tailored to your specific needs.

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Job Title

Head of Branch Distribution job at NCBA Bank Uganda

Job Description

NCBA invites you to join us in our quest to create great moments for everyone, everyday!

Job Title: Head of Branch Distributions
Reports to: Executive Director
Department: Branch Distributions

Job Purpose Statement
To provide leadership and guidance on all Branch Operations functions and ensure high quality of Branch operations delivered to Business. Design and implement processes that support expeditious, accurate and efficient service to all our customers, both internal and external as well as safeguarding the bank against fraud and operational loses. Provide Branch Operations Managers/ Officers with guidance on Branch Operations issues.

Duties and Responsibilities

Key Accountabilities (Duties and Responsibilities)

  • Reduction on Financial loss due to fraud/cash differences.

  • Assume ownership of branch initiatives that will focus on increasing effectiveness in the controls thereby reduce operational losses.

  • Come up with strategies aimed at cost minimization whilst ensuring service standards are not compromised.

  • Implementation of appropriate cost control measures to manage identified cost centres at the branches.

  • Review and approve all write offs/loss arising from operation transaction processed in all branches as per assigned limit.

  • Adherence to the budget vs spend for Branch Business.

  • Standard Operating Model - Develop a robust Model/Design that encompasses the best practises to be adopted by NCBA.

  • Branch Resource Optimization –Develop the branch model that will result in optimal use of all resources. This is through development of productivity tools for branch operations staff

  • Track all channels performance including branches, ATMs. Continuously engage branch leadership to ensure maximum utilization of all the channels.

  • CRM Monitoring and utilisation – in conjunction with customer experience, track and monitor usage of CRM for all client interactions.

  • SLA Management and TAT Management – Assist in monitoring and tracking SLAs and TAT in conjunction with the Customer experience team. Aggressively follow up branches lagging in these two key areas.

  • Tools Management - this is to ensure that branches keep proper records, make returns and carry out destruction where overdue.

  • Processes and procedures - Continuously update processes and procedures to be used in branch operations and have this published in the policy hub.

  • Audit Management – assist in closing issues raised during audit and help branches achieve a satisfactory rating. Also, share audit findings to all branches and ensure no repeat incidents that have already been captured in previous audits.

  • Operational Risk Management – Continuously liaise with branches and operational risk department to ensure that the branches are operating within the agreed framework at all times.

  • AML and KYC – key contact for AML/KYC issues emanating from operations in the branches. Escalate and respond within acceptable TAT.

  • Safety and Security – liaise with Security Department and commercial services on matters affecting security and safety at the branches.

  • BCP – follow up branches to ensure that they have BCP in place

  • Regulatory Requirements – Liaison for issues with BOT

  • Approval/Management of CIT functions

  • Operations monitoring and tracking - ensure that normal branch operations are tracked and daily/weekly/ monthly reports are submitted in a timely manner.

  • Develop a strong customer service culture in the branch operations team aimed at customer retention and maximizing on every relationship.

  • Leverage on customer research and competitor bench marking on customer service and customer loyalty /advocacy metrics including;

  •  Net Promoter Score

  •  CSI/RSI

  •  ENPS (channels and products

  •  CES (Channels products and process

  •  Customer life time value

  • Collaborate with various product, credit, operations and functional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.

  • SLA Adherence for Account Opening, Payments (RTGS, TTS), CRM Tool tracking (PINS, DEBIT & CREDIT CARDS, CHEQUE BOOKS)

  • Approves KYC and other control requirement exceptions referred from all branches in the network.

  • Ensure customer issues are promptly addressed and resolved including attending any customer meetings if required.

  • Use customer interactions as opportunities to market/cross sell Bank products.

  • In liaison with commercial services, encourage proper maintenance of branch premises and equipment in line with the corporate image.

People management, Learning and growth

  • Employee satisfaction

  • Employee retention

  • Provide clarity of vision, direction and pace to the operations team aimed at achieving all round operational efficiencies and success.

  • Build, develop and motivate high performance team committed to achieving success through each other.

  • Ensure E learning & training for self and direct reports as per policy.

  • Liaise with Human resource department to ensure identified training and development needs addressed targeting Branch Operations staff.

  • Performance management for branch operations staff) in the branch network.

Qualifications and Competencies

Ideal Job Specifications


  •  Bachelor’s degree in a business-related field or social sciences

  •  MBA is an added advantage

  •  Proficiency in MS Office Applications

  •  Basic understanding of banking law

Desired work experience:

  • At least 10 years’ experience in the banking industry, 5 of which must have been in a senior management role within operations

  • Proven track record on operations and people management.

  • Strategic thinking.

  • Leadership Skills

  • Risk management skills

  • Regulatory and Statutory knowledge

  • Communication skills

  • Analytical skills

  • Report writing skills

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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How to Apply

Are you interested? Click the "APPLY" button below to submit your application.



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