DEPUTY BRANCH MANAGER

Commercial International Bank

Implement the budgeted sales targets and revenue growth by managing the sales and service team, monitor their daily sales performance and adjust the daily sales plan when needed to rectify shortfalls.

Support the sales and service staff in attracting new to bank customers from 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, marketing a wide range of bank s products, cross selling and deepening the relationship with those customers.

Ensure that the sales and service team are aware of the competitors different product offerings to be able to market the bank s products through explaining the bank s competitive advantage.

Review the daily & monthly AML reports in order to maintain CIB s legal position and mitigate potential risk.

Ensure sales and service team are referring customers to relevant alternative delivery channels for processing their requests to reduce cost, improve quality and efficiency.

Ensure that sales and service team are adhering to all Service standards set by the bank in terms of customer interactions, turnaround time adherence, branch ambiance, clean desk policy...etc. to ensure full customer satisfaction and promote customer loyalty.

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 sales and service team handle customer complaints 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.

Analyse the customer attrition reasons, implement action plans to reduce attrition rate and retain valued customers.

Ensure that the Customer Experience Officer is managing the walk in customers in the branch, directing them to the right departments, promote and explain the alternative delivery channels.

Ensure accuracy and completeness of Branch documentation related to sales and service team, readily accessible on file, incorporating necessary analysis and checking to ensure correctness of data and adherence to set processes.

Assist the Branch Head in ensuring the efficient implementation of the new hire on boarding process, providing staff with the requested coaching, training, logistics...etc, holding regular meetings with staff to discuss various issues in branches and other bank s departments

Explain to staff the set objectives, managing their performance, developing, coaching and motivating staff, providing formal and informal feedback and appraisal in order to maximize overall performance

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.

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