Job Summary

The Branch Manager is responsible for driving exceptional business performance through influential and consistent leadership, efficient branch management, team development and operational excellence.

The role involves achieving branch sales and financial targets, managing customer relationships, developing staff, maintaining operational and compliance standards, and identifying opportunities for business growth within the branch’s market.

Key Responsibilities

Business Management

• Implement business strategic initiatives and create ownership of branch performance targets.
• Develop branch execution plans and strategies aligned with the Bank’s overall growth, transformation and returns strategy.
• Take accountability for achieving annual branch sales and financial targets.
• Monitor progress towards branch targets regularly, including weekly performance reviews.
• Maintain a healthy branch balance sheet by ensuring assets are performing as expected and minimizing low-quality assets.
• Conduct market intelligence to identify new market opportunities, customer trends, geographical strengths, government directives and regulatory changes.
• Manage borrowing and non-borrowing accounts to enhance customer loyalty and retention.
• Establish strong relationships with key clients and business influencers in the local area.
• Manage branch costs and review service provider quotations before work proceeds.
• Monitor and analyse overtime, equipment maintenance, stationery, telephone expenses, sundry losses and staff costs.
• Make purchase and refund business decisions within approved limits.
• Contact customers when accounts are opened and ensure welcome pack letters are generated and sent.

Customer Experience

• Take ownership of customer queries and complaints relating to account opening, loans and card applications.
• Resolve customer issues promptly and escalate unresolved matters appropriately.
• Build relationships with internal service providers, including Operations and the KYC Helpdesk, to improve turnaround times.
• Direct customers to appropriate delivery channels such as cashiers, drop boxes and ATMs.
• Notify customers when cheque books, cards and other account items are ready for collection.
• Follow up with customers who do not collect their account items within a reasonable period.
• Notify customers when loans are approved and encourage loan drawdowns.
• Walk queues during busy periods, resolve quick enquiries and direct customers to appropriate service points.
• Ensure merchandising materials such as pamphlets and forms are adequately stocked.
• Maintain regular communication with customers following account opening.

People Management

• Build and develop a high-performing and motivated branch team.
• Create a conducive work environment that promotes teamwork, productivity and employee development.
• Support resource planning and establish performance objectives for direct reports.
• Provide regular performance feedback, coaching and mentoring.
• Coordinate branch resources, including staff, equipment and workplace safety.
• Monitor staff attendance and absence patterns.
• Ensure completion of assigned e-learning and internal training within required timelines.
• Conduct Training Needs Analysis and develop succession plans for direct reports.
• Manage performance, disciplinary matters and grievances in accordance with established procedures.
• Motivate staff and promote employee recognition initiatives.
• Create an empowering environment that encourages ownership and initiative.
• Promote staff development, job rotation and cross-training to ensure adequate operational backup.
• Work with HR and relevant parties to manage disciplinary processes and prepare case files where required.

Branch Support

• Work with the Branch Operations Manager to open and close cashier tills at the beginning and end of each day.
• Authorize cashier transactions above teller limits when required.
• Act as cash custodian for the branch.
• Monitor cashier cash levels throughout the day.
• Restock cashiers or repatriate excess funds as necessary.
• Reorder cash from the external provider within established daily limits.
• Perform other duties assigned by the Bank.

Operational Rigour and KYC Compliance

• Ensure accuracy of new account applications, loan documents, credit card applications and bank account mandate changes.
• Ensure high standards of operational rigour across all personally undertaken procedures and processes.
• Ensure new accounts are properly authorized and KYC compliant.
• Escalate matters exceeding agreed service-level timelines or unresolved KYC requirements.
• Comply with Absa operational risk, KYC and anti-money laundering requirements.
• Assist the Branch Operations Manager with opening and closing cashier tills when required.
• Allocate branch snap checks to staff and ensure they are completed effectively.
• Ensure all activities comply with regulatory requirements, the Enterprise-Wide Risk Management Framework, and Absa policies and standards.
• Understand and manage risks and incidents relevant to the role.

Citizenship and Community Engagement

• Participate in local community events and networking opportunities.
• Develop the branch’s external market and community profile.
• Identify and support relevant community initiatives, including financial literacy activities.
• Link community initiatives to business opportunities and colleague engagement.
• Promote community engagement within the branch to build pride among colleagues and customers.

Qualifications and Experience

Education

• Bachelor’s degree in Business Administration, Commerce or a related field.
• Postgraduate education or professional certifications in a related field are an added advantage.

Experience

• At least 5 years’ experience in the financial services sector.
• At least 3 years’ experience in Retail and Business Banking.
• Experience in a front-line banking sales, marketing or service environment.

Knowledge

• Understanding of and ability to execute Retail Banking (70%) and Business Banking (30%).
• Knowledge of market management and market segmentation.
• Knowledge of distribution channels.
• Knowledge of branch transaction processes.
• Understanding of business and financial management principles and practices.

Skills

• Excellent interpersonal skills.
• Good communication skills.
• Strong decision-making skills.
• People management skills.
• Conflict resolution skills.
• Change management skills.
• Negotiation skills.
• Stakeholder management skills.

Education Requirement: National Certificate in Accounting is listed as required in the source.