Branch Manager

ECOBANK TANZANIA – JOB VACANCY

JOB PURPOSE

JOB CONTEXT

KEY RESPONSIBILITIES

1. Sales & Marketing Management (Business Performance)

• Delivery of sales, revenue, deposit, risk asset targets, and efficiency ratio.
• Maintain target market, customers, product, and service discipline.
• Prepare and deliver on approved branch budgets.
• Ensure the branch receives a Very Good (or equivalent) Audit rating whenever branch operations are subjected to Audit exercises (Internal, External, Regulatory, Group).
• Ensure all staff reviews and ratings are completed properly and in a timely manner.
• Benchmark operational efficiencies against industry best practices, local standards, and Group standards to make internal adjustments for maximum effectiveness.
• Deliver on customer service standards, acquisition and client satisfaction levels, retention of high-performing clients, and growing share of wallet as per target market.
• Analyze sales and retention processes; identify and monitor new business opportunities through the analysis of MIS, industry, and local knowledge.
• Responsible for strict cost management including review of both direct and indirect costs generated by the branch to achieve the target branch cost/income ratio.
• Brief staff on product and promotional launches and provide regular feedback to staff.
• Establish relationships with key clients and business influencers in the local community.
• Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs, and all relevant performance indicators on a daily, weekly, monthly, quarterly, and annual basis including reconciliation with financial control.

2. Relationship Management & Customer Service

• Own escalated customer queries/complaints and the resolution process.
• Ensure customer queries are recorded, reviewed for delivery, and action plans put in place to prevent re-occurrence.
• Achieve a minimum of 5 products per customer and wallet share targets.
• Achieve a minimum customer satisfaction rating of ‘very satisfied’.
• Achieve a minimum of 75% of customers registered for eAlert, SMS Alert, eStatement, and active cards.
• Interview all customers who want to close their accounts due to poor service to identify root causes and attempt retention.
• Plan effective action plans for branch issues, communicate them to staff, and ensure execution.
• Provide feedback on the performance of service providers.
• Provide feedback to various sectors (e.g., IT, Operations) on staff performance.

3. People Management & Teaming

• Selection, appraisal, and performance management of branch staff including delivery of all KPIs.
• Work with unit leaders and branch staff to achieve effective banking hall management and sales/service targets.
• Build and develop a high-performing team by driving performance development and coaching to achieve bank productivity/efficiency ratios and maximize staff potential.
• Work with HR while owning development plans, training needs, and succession plans for branch staff, ensuring each staff member attends at least 4 training interventions per annum.
• Responsible for ensuring compliance with HR and Group policies, as well as staff discipline in conjunction with the HR Head.
• Ensure the staff leave roster is in place and strictly complied with.
• Motivate staff through Ecobank incentive and recognition schemes to develop an engaged team.
• Empower branch staff to develop sustainable client relationships and prospect within the community for increased domestic business.
• Participate in and implement Ecobank’s transformation plan within the branch.
• Provide cover for other branch managers when necessary.
• Provide honest feedback on colleague performance.
• Share knowledge and best practices with team members and other branch managers.

4. Process, Controls & Operational Performance

• Ensure all credit transactions comply with the spirit and letter of applicable laws, regulations, and institutional policies.
• Ensure compliance with operational risk controls (Health & Safety, premises security, KYC, anti-money laundering measures, and Group controls).
• Cross-check and ensure all branch Policies and Procedures follow BOT Regulations and Group standards.
• Audit and conduct regular spot checks on all processes, including high financial risk transactions, branch contingency management systems, monthly proofs, and reconciliations.
• Maintain overall responsibility for risk and compliance issues to achieve Consumer Banking targets.
• Facilitate the investigation and reporting of Fraud and Loss cases together with Internal Controls.
• Achieve a minimum ARR rating of ‘Acceptable’.
• Ensure the branch complies with layout standards, in-branch publicity, CAP Manual, KYC, and all operating and risk policies.

5. Strategic Initiatives

• Expand approved market reach.
• Increase customer visits to meet targets before set timelines.
• Review distribution strategy.
• Develop and implement supply chain strategy.
• Implement personal planning processes.
• Increase and motivate teamwork.
• Increase quick performance changes.

JOB PROFILE

Experience & Qualifications

• Minimum Education: Bachelor’s Degree
• Preferred Education: Degree in Banking or Business Administration
• Experience Required: Minimum 3 years of experience required
• Preferred Experience: Experience in the Banking Industry

Skills, Capabilities & Personal Attributes

• Customer Service
• Communication
• Collaboration
• Business Acumen
• Budgeting Skills
• Relating & Networking
• Planning & Organizing
• Leading & Supervising
• People Management
• Problem Solving

HOW TO APPLY