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Branch Performance Management

• Monitor branch financial performance, including target vs result, loan quality trend, staff productivity trend, revenue, expenses, and profitability.
• Managing branch staff is more productive and in efficiency manner.
• Ensure adherence to bank policies and internal guidelines.

Branch Operations & Compliance

• Ensure smooth daily operations of the branch.
• Implement Bank’s policies and industry regulations.
• Monitor cash management, security, and risk controls.
• Ensure proper record-keeping and adherence to internal standards/ guidelines.
• Improve operational workflows to enhance efficiency and reduce costs.
• Conduct quality assurance and risk assessments to identify areas for improvement.

Customer Service & Customer Relationship Management

• Ensure high-quality customer service and quick resolution of complaints.
• Implement strategies to improve customer engagement and retention.
• Train staff on customer service best practices.
• Monitor customer feedback and improve service offerings.

Sales & Business development

• Develop and execute strategies to grow the branch’s customer base and revenue.
• Meet sales targets for financial products (loans, savings, other banking products, insurance, etc.).
• Build relationships with customers, businesses, and community partners.
• Identify new business opportunities and market trends.

Staff Management & Leadership

• Recruit, train, and supervise branch employees.
• Provide guidance, coaching, and training to branch staff.
• Ensure branch staff implement the best practices in customer service and business operations.
• Set performance goals/ target and conduct employee evaluations.
• Motivate and develop staff for career growth and productivity.
• Foster a positive and efficient work environment.

Reporting & Communication

• Provide regular performance reports to supervisor and related stakeholder.
• Communicate Bank goals, policies, and updates to branch managers.
• Act as a liaison between branches and corporate leadership.
• Conduct regular meetings with the Branch staff to review result achievement, goals and challenges.

Technical Skills:

• Ability to manage budgets, analyze reports, and drive performance.

Soft Skills:

• Strong leadership, communication, and problem-solving skills.
• Excellent communication, negotiation, and problem-solving skills.
• Strong customer relationship management.
• Knowledge of financial products, credit risk assessment, risk management, and customer service best practices.

Education & Experience:

• Bachelor’s or master’s degree in business administration, Finance, Management, or a related field.
• 3+ years of experience in banking, microfinance, or branch management.