Branch Manager

Commercial International Bank

Revenue and Business Growth

• Develop the branch plan in alignment with the overall Consumer Banking strategy to achieve the budgeted targets and revenue growth within the set timelines and cascade the plan thoroughly to direct reports for efficient implementation & exceeding productivity benchmark
• Monitor the daily performance of the Branch through financial reports on actual achievement versus target so that areas of unsatisfactory performance are identified and rectified promptly through uplifting team productivity and potential performance improvement opportunities are capitalised upon.
• Focus on attracting new to bank customers for different segments (Wealth, Plus, Business Banking...etc) with quality portfolios and customer profiling requirements based on the bank s strategy to achieve the required customer base mix.
• Conduct joint sales calls with different branch staff to meet current / prospect key customers with the purpose of marketing a wide range of bank s products, cross selling and deepening the relationship with those key customers.
• Compare the Bank s different products and services against competitors to understand market trends and recommend changes that increase the bank s competitive edge & increase market share.
• Authorize the processing of the secured assets facilities in addition to the Payroll Unsecured facilities application through the branch based on the authorized limit as part of their p privilege by reviewing, assessing, validating and liability any other required checks to all the relevant documents of all requests.
• Ensure that all the authorized cases should be within the delegation authority matrix and the authorization must be post the documents review and customer s data validation on CRM (Payroll unsecured / Secured facilities authorization must be within the approved delegation matrix in order to proceed with the line facility booking).

Cost efficiency

• Promote and drive customer migration to more cost effective alternative delivery channels, to reduce cost and maximize efficiency
• Maximize revenue through increasing fee generation, reducing operating costs and maintain the cost to income ratio within the limits set by the Consumer Management.

Quality service and Customer Experience

• Ensure that all Service standards set by the bank are applied by Branch staff, in terms of customer interactions, turnaround time adherence, branch ambiance, clean desk policy...etc. to ensure full customer satisfaction and promote customer loyalty
• Ensure that all sales activities and customer interactions are logged on CRM
• Ensure that his/her team is acting on CRM leads generation by contacting and converting opportunities within predefined TAT and conversion/contact rate.
• Manage the Branch lobby traffic to reduce waiting time, interact with customers to ensure that the lobby is well handled, directed, are tended to in high traffic hours making sure that customers have positive feedback before they leave the branch premises, as well as managing any customer dissatisfaction.
• Ensure the customer complaints are handled at first point of contact with full ownership, escalating the case to relevant departments if requested and provide prompt feedback to Customers in a timely manner.
• Monitor the customer attrition rate, analyse the reasons and work on action plans to reduce attrition rate and retain valued customers.

Operations & Controls

• Ensure accuracy and completeness of Branch documentation, readily accessible on file, incorporating necessary analysis and checking to ensure correctness of data and adherence to set processes.
• Authorize the processing of the secured assets facilities application through the branch as part of their prerogatives by reviewing, assessing, validating and liability any other required checks to all the relevant documents of all requests.
• Declare full adherence of secured facilities credit risk policy and procedure by ensuring reviewing and validating all the required checks such as: Legal Negative List, Collection List and Fraud List, Original and Scanned Documents, CBE Negative List and CBE Code List, FC- Sanctions screening lists. loan purpose and etc.
• Secured facilities authorization must be within the approved delegation matrix in order to proceed with the line facility booking
• Adhere to the bank Operating and Credit policies and procedures to minimize operational errors and losses.
• Rectify any Audit comments timely to mitigate any potential risk , ensuring the identification of the root cause to avoid future re-occurrence
• Declare full adherence of Payroll Unsecured / secured facilities credit risk policy and procedure by ensuring reviewing and validating all the required documents such as: Legal Negative List, Collection List and Fraud List, Original Scanned Documents, CBE Negative List and CBE Code List, loan purpose, Direct Debit and etc.

People Management

• Efficient implementation of the new hire on boarding process, providing staff with the requested coaching, training, logistics...etc.
• Setting the training plans for all staff in the branch with related department heads and ensure the efficiency of the training to business and implementation of training by trained employee.
• Implement effective and efficient rotation plan among the employees to increase the staff knowledge and create different levels of management and exchange knowledge at the branch level.
• Ensure the effective achievement of Branch objectives through careful objectives setting, managing performance, developing, coaching and motivating staff, assisting career development, providing formal and informal feedback and appraisal in order to maximize overall performance
• Ensure clear communication of the bank's vision and strategy to all staff and explain how the branches contribute in achieving the overall bank s objective

Compliance

• Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB s legal position and mitigate potential risk.

Policies and Procedures

• Ensure full adherence and Implementation of the bank s policies, procedures and controls covering Branch operations, Security information, confidentiality..etc