Branch Manager at Stanbic Bank – Takoradi

Full Time
Job Description

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Job Purpose

To ensure that all customers receive a consistently high-quality service by effectively managing and developing all available resources (staff, systems, processes) and ensuring that a strong customer-focused service culture becomes entrenched in the branch.

To ensure that cross-selling opportunities are actioned and customers are migrated to more appropriate and cost-effective channels.

To proactively identify and assess the risks faced by the branch and maintain an effective system of controls to reduce exposure.

To ensure the effective roll-out of change management initiatives.

To maintain a high level of integrity and ethical standards.

Keep abreast with trends within the local market.

Key Responsibilities/Accountabilities

CUSTOMER SERVICE

Ensures that customer service standards are set and maintained in line with the requirements of each market segment.
Ensures that customer complaints are monitored, trends and root causes identified and addressed at source to prevent recurrence.
Ensures that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
Ensures that opportunities to migrate customers to more appropriate, cost-effective channels are identified and actioned.
Ensures efficient and effective telephone etiquette.

PEOPLE MANAGEMENT

Responsible for inspiring, motivating, leading and managing the team.
Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
Ensures skills assessments and competency-based training takes place as and when required.
Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
Creates an environment in which learning and development are emphasised and valued.
Takes personal responsibility for coaching and mentoring others.
Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
Promotes a culture where the values of the Bank are seen to be ‘alive’.
Ensures the implementation of the leadership promise and employee engagement programme.
Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard, with specific attention to attaining the Department of Trade and Industry (DTI) targets for Standard Bank by 2016.
Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.
Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures.

LEGISLATIVE COMPLIANCE

Conducts a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act licence categories.
Completes disclosure to the customers in terms of accreditation, service fees, and commission.
Ensures proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.

OCCUPATIONAL HEALTH AND SAFETY

Ensures that OHS employee representatives are appointed to provide a healthy and safe work environment (Employee representatives can be replaced after a period of two years).
Ensures that all OHS employee representatives actively exercise their duties, allowing them the time, and where applicable, the place, to carry out these duties.
Assists in the implementation and evaluation of the OHS management system.
Ensures that the OHS policy is communicated to all employees in the branch.
Ensures that OHS policies, rules, procedures and instructions are followed.
Enforces discipline where health and safety rules are deliberately neglected or ignored.

RISK MANAGEMENT

Ensures that laid-down instructions are adhered to by all areas under control.
Identifies major risks affecting the support function and escalates to the Local market Quality Assurance team.
Ensures the maintenance of an effective control structure, with control activities defined at each level and duties appropriately allocated.
Monitors internal controls to ensure adequacy and effectiveness.
Maintains a culture within the branch that emphasises and demonstrates the importance of internal control to all staff.
Ensures that all routine controls relating to new business are applied effectively, with particular emphasis on routine compliance.
Ensures effective compliance with agreed limits of authority and levels of access to systems and information.
Maintains information on Security and access control system (SACS) for the relevant branch as per laid down procedure.
Collates Letters of Understanding and Undertaking in respect of loading of data on the Application Scoring System.

SALES MANAGEMENT

Develops micro market sales plans to achieve responsive sales budgets/targets for branch (Manage Local Markets).
Gains a sound understanding of the different local market segments in the branch’s area of operation.
Keeps up to date with changes and developments in the local market/area.
Manages the sales tracking system and provides coaching and feedback to the team.
Coaches the sales team on product knowledge and makes the most of cross-selling opportunities.
Assists subordinates in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
Ensures Multi-channel utilisation and servicing to sell
Ensures effective use of the Customer1st system as a lead, query and complaint management tool.
Manages work list queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines
Ensures staff are appropriately reflected on the organisation structure for distribution of work items to the correct staff/teams
Monitors and manages the performance of team members, as it relates to Leads, Queries and Complaints management.
Coaches staff on the required behaviours to support the Customer1st system.

SYSTEM ACCESS ADMINISTRATION

Assigns users to the organisation structure.
Adds/removes user access.
Re-sets passwords.
Logs Team Track requests for all hardware and telephony related problems.
Loads users to the Multi-Function Device (MFD) system.

OPERATIONAL EFFECTIVENESS
Ensures effective management of revenue and expenditure with emphasis on the containment of controllable costs.
Optimises and streamlines existing systems, processes and controls for cost-effective service delivery.
Ensures that the correct custodian procedure is in place (treasury cash, reserve stock of traveller’s cheques, blank forms and safe custody).
Manages assets and cash holdings by ensuring that these are handled according to laid-down instructions and by optimising physical/system security controls.
Ensures that the MICR reconciliation account is balanced daily.
Ensures that the generator and/or other contingency equipment are tested and are in working order.
Controls visits to the relevant POR’s by outside service/maintenance vendors, e.g., SASBO, Metrofile.
Ensures that the procedures regarding physical security of the Branch are adhered to and that access to branch opening keys is controlled.
Co-ordinates the security guards on a daily basis.
Authorises changes to Personal Identity Numbers (PIN’s) to security equipment.
Changes Cosmos Alarm master codes biannually.
Controls one key to the Cosmos Control Panel.
Ensures that the CCTV system is checked for operation every day before the start of banking operations.
Effectively manages the day to day responsibility and requirements of the CCTV systems.
Provides an effective administrative function for the branch.
Ensures overall operational readiness and efficiency of the branch infrastructure including premises, Automated Teller Machines(ATM’s), systems and physical security requirements.
Ensures overall staff complement is in line with workforce measurements.
Ensures the effective roll-out of change initiatives through tracking and reporting on projects as well as conducting readiness assessments.
Authorises Quest schedules and ensures correct optimisation of Branch Scheduling Tool (BST).
Authorises Flexi hours required by Branch as per BST requirements.

Preferred Qualification and Experience

First Degree in Business Administration, Banking & Finance or other related field.
A seasoned banker with significant branch banking experience.
Experienced in managing a diverse range of people and activities is essential.

Knowledge/Technical Skills/Expertise

Comprehensive knowledge of bank’s laid-down policies and procedures relating to all areas under control.

Knowledge of the Retail Banking value proposition.

Knowledge and understanding of sales and service strategies.

Thorough knowledge and understanding of local target market profiles.

Thorough knowledge of the products and services applicable to the local market/s.

Knowledge of the socio-political and economic dynamics affecting the local market/s.

Knowledge of the Code of Banking Practice.

Knowledge of Managing Local Market sales principles.

Knowledge of business economics and financial management principles and practice.

Knowledge of risk management and credit principles, including an understanding of the terms and conditions of sanction.

Knowledge of branch accounting and transactional procedures, systems and processes.

Knowledge of Human Resources (HR) management principles, including group dynamics.

Knowledge of the Financial Advisory and Intermediary Services Act.

Understanding of the CONNECT (employee engagement) methodology.

 

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