Branch Manager – Zanzibar

Job Purpose

Responsible for customer retention, branch productivity, and service excellence, while driving growth through effective customer relationship management and sales to achieve the branch’s business targets.

Key Responsibilities

Business Growth

• Drive business growth through marketing of bank products
• Build and maintain strong relationships with new and existing customers
• Monitor branch performance against overall business targets
• Set and track targets for the branch business team
• Manage the branch’s liability portfolio and cross-selling activities
• Ensure quality customer acquisition in line with KYC and bank procedures
• Provide input into development and promotion of new products

Customer Service

• Enhance customer retention through excellent service delivery
• Monitor and resolve customer complaints and transaction issues
• Maintain relationships with high-net-worth clients through regular engagement
• Respond promptly to customer inquiries

Operations

• Manage liability portfolio growth, focusing on low-cost accounts
• Support rollout and adoption of new products

Compliance

• Ensure adherence to banking laws, regulations, and internal procedures

Reporting

• Ensure timely submission of business reports, call reports, and other required reports

Risk Management

• Coordinate branch Risk Control Self-Assessments (RCSA)
• Develop and maintain risk management procedures and systems
• Ensure compliance with display requirements (licenses, tariffs, permits)
• Promote use of risk management tools
• Address audit findings and risk issues promptly
• Foster a strong risk management culture

Administration

• Implement board and management directives effectively
• Supervise staff, including leave management, training, coaching, and mentoring
• Support budgeting processes with relevant inputs
• Respond to audit queries related to branch business

Coordination

• Liaise with internal departments for efficient branch operations
• Coordinate with other branches and head office as needed
• Perform any other duties assigned by the supervisor

Skills, Knowledge, and Abilities

• Business development and marketing skills
• Strong analytical ability
• Leadership and decision-making skills
• Effective communication skills
• Strong interpersonal skills

Academic / Professional Qualifications

• Bachelor’s degree in Business Management, Marketing, Economics, Accounting, Finance, or a related field

Work Experience

• Minimum of 3 years’ experience at Branch Manager level