Branch Manager – Retail and Business Banking

Company: Absa Bank Tanzania
Industry: Banking / Financial Services
Job Level: Management

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About Absa

Empowering Africa’s tomorrow, together… one story at a time.

With over 100 years of rich history, Absa is a proudly African banking group with regional and international expertise. A career with Absa provides an opportunity to be part of an exciting growth journey, shaping the future of financial services across Africa.

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Job Summary

The Branch Manager is responsible for driving exceptional retail banking performance through effective business management, strong leadership, team development, customer experience excellence, and operational discipline.

The role focuses on:

• Implementing business and service strategies to achieve Retail and Business Banking growth targets.
• Building a high-performance culture within the branch team.
• Ensuring operational excellence through compliance with banking policies, procedures, and regulatory requirements.
• Delivering outstanding customer service and maintaining a healthy business environment.

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Key Responsibilities

1. Driving Business Performance (40%)

• Implement business strategies to achieve branch performance and growth objectives.
• Drive branch performance against key targets, including:
  • Balance sheet growth
  • Sales growth
  • Income contribution
  • Cost management
  • Credit management
  • Employee satisfaction
  • Customer experience
  • Operational risk and control management
• Build relationships with key customers, businesses, and local influencers.
• Conduct customer visits and maintain customer call reports.
• Monitor daily branch sales performance and ensure achievement of sales and portfolio growth targets.
• Understand local market drivers affecting branch performance.
• Identify business improvement opportunities and recommend:
  • Service improvements
  • Product enhancements
  • Process improvements
  • Branch expansion or restructuring opportunities

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2. People Management and Development (30%)

• Develop annual plans to optimize financial, human, and physical resources.
• Prepare branch resource and capacity plans.
• Build and develop a high-performing branch team through:
  • Coaching
  • Performance management
  • Employee development
• Identify training needs and ensure effective coaching and skills development.
• Promote employee engagement and a high-performance culture.
• Monitor achievement of branch Key Performance Indicators (KPIs).
• Share knowledge, experience, and best practices with team members.
• Create an empowering environment that encourages accountability and ownership.
• Support recruitment and workforce planning activities.
• Manage HR processes including:
  • Performance reviews
  • Leave management
  • Employee development
  • Talent identification
  • Disciplinary procedures (where required)
• Act as an escalation point for employee grievance matters.
• Continuously improve personal leadership effectiveness.

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3. Compliance and Risk Management (15%)

• Ensure branch operations comply with:
  • Absa policies and procedures
  • Regulatory requirements
  • Internal control standards
• Maintain satisfactory audit performance.
• Monitor branch operations and control effectiveness.
• Implement corrective actions where required.
• Report branch incidents according to approved procedures.
• Approve branch expenses within delegated authority.
• Manage branch-related costs within approved budgets.
• Approve dormant account processes according to authorization requirements.
• Promote a strong risk management culture within the branch.

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4. Customer Service Management (15%)

• Analyze customer feedback to improve customer propositions and products.
• Ensure delivery of high-quality and knowledgeable customer service.
• Build customer-focused branch teams that consistently deliver excellent service.
• Monitor service performance scores and implement improvement plans.
• Ensure all customer contact points maintain high service standards, including:
  • Computers
  • Printers
  • Cash counting machines
  • ATMs
  • Other branch equipment
• Maintain ATM availability standards of at least 95% uptime.
• Escalate equipment issues to relevant support teams.

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Risk and Control Responsibilities

The Branch Manager is responsible for:

• Applying effective risk management frameworks.
• Understanding operational processes, risks, and controls.
• Following Absa policies and procedures.
• Reporting incidents, risks, and control issues promptly.
• Identifying opportunities to strengthen the control environment.
• Ensuring completion of mandatory compliance training.
• Maintaining proactive engagement with regulators and relevant stakeholders.

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Technical Skills and Competencies

Required skills include:

• Leadership and people management.
• Coaching and team development.
• Strong communication and presentation skills.
• Customer relationship management.
• Stakeholder engagement.
• Networking skills.
• Problem-solving and decision-making.
• Business awareness and commercial acumen.
• Credit appraisal skills.
• Credit risk management.
• Customer experience management.
• Operational risk management.
• Negotiation and influencing skills.
• Performance management.
• Resource planning and management.
• Change and culture management.
• Computer literacy.

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Qualifications

Required Education

• Bachelor’s Degree in:
  • Business
  • Commerce
  • Management Studies
  • Related discipline

Additional qualifications:
Postgraduate qualifications will be an added advantage.

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Experience Requirements

Candidates should have:

• Minimum 5 years’ experience in Banking or Financial Services.
• At least 3 years’ experience in Branch Management with a strong performance record.
• Experience managing Retail, Consumer, and Business Banking segments.
• Strong understanding of branch operations and controls.
• Proven customer service management experience, including complaint resolution.
• Experience managing sales teams and direct sales activities.
• Experience managing large teams.
• Detailed knowledge of:
  • Retail banking products
  • Banking strategies
  • Operational risk policies
  • Credit risk procedures
  • Banking regulations
• Understanding of people management policies and procedures.
• Awareness of economic, political, and business environments.
• Knowledge of competitor activities and local market trends.
• Experience with core banking systems such as Flexcube.

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Absa Values

Absa employees are guided by the following values:

• Trust
• Resourceful
• Stewardship
• Inclusive
• Courage

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Position Overview

Position: Branch Manager – Retail and Business Banking
Sector: Banking / Financial Services
Education Level: Bachelor’s Degree Required
Experience Level: Senior Banking Management
Key Focus Areas: Branch Growth, Leadership, Sales Performance, Customer Experience, Compliance, and Risk Management.

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY