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Business Management (40%)

• Implement business strategies to deliver performance and growth targets of the region.
• Interpret overall Retail and Business Banking strategies into implementable plans and communicate to the region’s branch network.
• Drive cluster performance against agreed to targets and take key accountability for the overall achievement of key performance standards agreed with Customer Network leadership in areas including;
• -Balance sheet growth,
• -Sales growth and income contribution,
• -Cost performance,
• -Employee satisfaction,
• -Customer experience,
• -Operational risk and control rigor management
• Accountable for achieving annual financial targets as agreed with the Head of Customer Network or Retail and Business Banking Director. Monitoring of progress towards achieving targets is done monthly.
• Sign off on invoices and all payments above Branch Manager limits, within overall annual cost budget as agreed with the Head of Customer Network.
• Approve purchase/ refund business decisions above Branch Manager limits e.g. Sundry loss, Potential Loss Accounts (PLA), customer refunds.
• Authorise requests from branch managers for capital expenditure. Resolve escalated equipment concerns received from branch managers.
• Brand, product, and business proposition:
• Provide clear direction to Branch Managers on thel business objectives, translating and prioritizing into business performance measures at branch level.
• Analyse local area consumer trends, competitor analysis, business development opportunities based on detailed analysis received from branch managers in the area. Guide branch managers on how to conduct market analysis.
• Based on analysis, request that product within ranges, or new product ranges from the current set available in-country, be added to the portfolio of products the branches in the area offer.
• Arrange implementation of new product sets with assistance from specialist product managers and ensure that Branch Managers are prepared for the implementation.
• Occasionally contact key business influencers, mostly on request from the branch manager, to support sales initiatives or complaint resolution.
• Support product specialists and the direct sales team in marketing of group schemes and other corporate products to local businesses.
• Review balanced score card statistics compiled by branch managers on a monthly basis.
• Discuss progress with branch managers and ensure that exceptional performance is recognized. Also agree action plans with line managers that are not meeting targets, and review progress towards such action plans during the next month.
• Drive and manage the delivery of a multi-channel sales and service strategy across the region to attract, grow and retain quality business.

People Management (20%)

• Working with the branch managers and branch staff to achieve sales & service through inbranch business development activities and providing feedback to the branch managers on their performance.
• Build and develop a high performing team through embedding performance development and coaching. Ensure that branch managers in the area provide regular coaching and feedback to their teams in order to develop to them.
• Discuss and finalise Performance Development Plans and ratings for all branch managers in the region.
• Determine and manage Training Needs Analysis and Succession plans for Branch
• Managers and ensure they do the same for all their staff.
• May be involved in the interview process for branch staff if the branch manager requests, but branch manager selects the candidate.
• Effective resource management/ planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits. This includes evaluating requests from branch managers for additional staff, and may reallocate headcount between branches, within overall area headcount budget.
• Review patterns of staff attendance, based on monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc) compiled by Branch Managers.
• Monitor and manage leave uptake for the region.
• Initiates charges for branch managers when required, follows discipline process, together with HR and an independent chairperson. Dismissals are signed off by the functional head.
• May act as appeals chairperson in cases that were unresolved during the first disciplinary enquiry, except for dismissal cases that have to be appealed to the MD. Also acts as first level escalation point for grievance cases.
• Working with the team to achieve sales & service through in-branch business development activities.
• Ensure that branch staff own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
• Motivate staff and ensure they are recognized through the recognition schemes.
• Create an empowering environment for branch staff, encouraging individual ownership and initiative.
• Ensure development & job rotation of staff. Provide sufficient cross training to staff members thereby creating back-ups for different jobs.
• Directly responsible for discipline – initiate misconduct or incapacity charges, follow discipline processes together with HR and an independent chairperson. Build the case files where required.

Customer Service (20%)

• Review monthly query and complaint trend analysis compiled by branch managers, as well as data provided by the Customer Contact Centre. Review branch action plans and provide advice on how to improve the service delivery.
• Drive service excellence in the region by planning, continuous monitoring, enforcement of all SLAs, service standards and service initiatives with the Bank
• Forecast and plan service demand by taking into account resources, market demands, structure, cost, operational risk and system capabilities for the region.
• Assume ultimate accountability for the management and resolution of customer queries and complaints.
• Drive correct segmentation of the customer base according to the local market.
• Review ATM uptime monthly to ensure that it is kept within 96% and that the branch managers have raised any issues to the Channel Manager at head office.
• Ensure that all service initiatives, linked to the 5-point plan, are rolled out in the area, including ongoing customer service toolkit training.
• Can approve temporary overdrafts and loan appeals up to predetermined levels.

Administration (5%)

• Provide input to Operations/Procurement/Premises on the appointment of external service providers (such as courier service, cleaning service, maintenance etc).
• Review change management requests identified by branch managers for IT changes (e.g., customized reports) prior to submission to the IT Manager for implementation.

Contribution to the team (5%)

• Deputize for the Head of Customer Network when required.

Rigour/Compliance (10%)

• Run business, control, coordinate activities, adherence to set guidelines, job descriptions, governance, and execution.
• Monitor and manage complete regulatory compliance in the region.
• Drive the quality of loan applications and increased knowledge of lending.
• Establish, monitor, and manage physical, operational and process risk controls as well as levels of authority in the Region to minimize risk exposure.
• Satisfactory audit results
• Any other duties that maybe assigned to you from time to time by the Bank.