Branch Manager at Affinity Ghana

Job summary

• The branch manager is responsible for sales, services, operating budget, profitability and operational integrity of the branch. S/He is there custodian of the CUSTOMER in the branch and shall ensure excellent customer experience in a secure environment while ensuring maximum outreach and sustainability of Affinity. S/He will ensure we  achieve our digital-forward agenda and represent the Affinity brand in the branch  catchment area.

Key responsibilities
Customer Experience 

• Ensure that customer service standards are maintained in line with the requirements of each market segment. 
• Ensure that customer complaints are monitored, reported, trends and root causes identified and addressed at source to prevent recurrence. 
• Ensure that customer needs anticipated and met through provision of appropriate products and services via the most suitable channels. 
• Ensure that best processors are implemented and sustained in the branch and managed effectively. 
• Ensure that we are primarily serving our customers via digital channels that will  make their lives easier and ensure the efficiency and affordable delivery of financial  services. 
• Ensure efficient and effective resourcing (people and systems) to meet customer needs. 
• Ensure the branch staff obsessed with our customers - understanding them and  providing solutions to their underlying needs

Sales Growth

• Develop and implement market penetration programs including market activation, promotions with the view to widen the branch’s reach within a catchment area. 
• Develop micro markets sales plans to achieve responsive sales budget/targets for 
• branch.
• Gain a sound understanding of the different local market segments in the branch’s area of operation. 
• Keep up to date with changes and developments in the local market/area.
• Manage and track sales leads and provide coaching and feedback to the team.
• Coach and sales team on product knowledge and making the most of cross-selling opportunities.
• Assist employees within the branch in generating meaningful and value-added customer solutions thereby achieving maximum business development.
• Develop and leverage on networks of influencers within catchment area for the alternates benefits of affinity and our customers

Driving financial performance

• Ensure the cost of running the Hub is optimal to generate the required value for the business.
• Manage the Hub to meet improve overall profitability and achieve required financial performance metrics to be determined from time to time.
•  Ensure the balance sheet is optimal to generate the required revenue.
• Minimise loan losses to improve profitability.

Operations in branch performance management

• Optimise and streamline existing systems, processes and controls for cost-effective service delivery.
• Manage assets and cash holdings by ensuring that these are handled according to laid down procedures and by optimising physical/system security control.
• Provide an effective administrative function for branch.
• Ensure overall operational readiness and efficiency of the branch infrastructure including premises, systems and physical security requirements.
• Ensure overall staff complement is in line with productivity measurements.
• Ensure the effective roll-out of change initiatives through tracking and reporting on projects and conducting readiness assessment.
• Prepare weekly, monthly, quarterly, half-yearly, and annual reports for the branch and submit to the Operations Manager.
• Report all incidence at the branch to Operations Manager.
• Submit periodic credit profile reports to Credit Manager and Operations Manager
• Ensure the branch undertakes daily call overs in accordance with the company's policy.

Risk and compliance and internal control management

• Adhere all operational policies under regulator requirements.
• Participate fully in the establishment and and delivery of lending, bank products, services, policies procedures.
• Ensure that all branch functions and activities are in compliance with local banking legislation, regulations and internal control policies and procedures.
• Implement and monitor security and fraud precautions at the branch level to protect customer deposits, bank assets and staff.
• Conduct unannounced audits of cash-in-vault and all branch cash fans and cash; ensure the branch is in compliance with established company policies, procedures and statutory regulation.
• Ensure that laid-down instructions are adhered to by all areas under control.
• Identify major risk affecting the support function and ensure the necessary steps are taken to measure, monitor and control these risk.
• Ensure maintenance of an effective control structure with, control activities defined at each level and duties appropriately segregated.
• Monitor internal controls to ensure their adequacy and effectiveness. Recommend versions of controls where appropriate, to address new or previously uncontrolled risk.
• Maintain a culture within the branch that emphasizes and demonstrates the importance of internal control to all staff.
• Ensure that all routine control relating to new business applied effectively, with particular emphasis enroute in compliance.
• Ensure effective compliance with agreed limits of authority and levels of access to systems and information.
• Identify coaching gaps and develop appropriate steps to address.

Legislative compliance

• Conduct a new analysis to identify customer needs effectively when opening new accounts or giving product advice
• Complete disclosure to the customers in terms of accreditation, service fees, and commission. 
• Ensure proper record-keeping. 
• Ensure all KYC and AML provisions are fully complied with within the branch.
• Ensure all covenants/conditions are met by customer before disbursement and on an ongoing basis 

People management

• Coordinates the branch staff to ensure achievements of financial sustainability, market coverage, client outreach loan portfolio quality and profitability, service quality and efficiency targets for the branch.
• Ensure the branch is culturally aligned with the larger affinity culture and values. 
• Develop and implement strategies to keep branch staff motivated and highperforming. 
• Ensure that adequate resource are provided to branch staff to meet the agreed targets. 
• Establish agreed individual performance targets with all direct reports and the entire branch staff.
• Ensure staff have requisite training to enable them undertake their jobs in line with the requirements of the organisation, regulator and other stakeholders. 
• Identify and nurture talent within the branch. Ensure to work with Line Manager and People & Culture to have proper development plan of stuff especially those who are regarded as talent.

Key skills and requirements

• Comprehensive knowledge of banking policies and procedures relating to all areas under control. 
• Knowledge in business economics financial Management principles and practice
• Knowledge of retail and business (SME) banking. 
• Knowledge of risk management and credit principles including group dynamics. 
• Knowledge of operations. 
• Ability to use MS office applications word excel and PowerPoint. 
• An extensive understanding of the banking environment 
• Ability to coach and motivate staff for high performance. 
• Ability to manage stakeholders both internal and external. 
• Passionate about financial inclusion through the use of digital technologies. 
• Digitally savvy and curious about technology.

Education and professional training

• Bachelor Degree in Accounting, Finance, Administration or a related field
• Minimal 3 years’ experience in bank branch management 
• 3 years or more experience and training in management and supervising branch operations gained from a service oriented, banking or similar industry background
• Practical management experience in managing and supervising branch operation