To provide powerful branch and its agency (ies) (hereinafter called “branch”)) leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability. Responsible for the day-to-day running of the branch, keeping high level of bank operations standards and management controls.

Responsibilities or duties

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth – 60%

• Formulate and implement strategic initiatives to increase new business and expand share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and report to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s appetite and collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling.
• Oversee borrowing and non-borrowing accounts to enhance loyalty, mitigate losses, and drive growth.
• Conduct product reviews and development based on market feedback, build competencies for competitive advantage, and perform market intelligence to identify trends, regulatory changes, and opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.

Internal Controls & Risk Management – 10%

• Ensure adherence to branch controls, security, processes, and BCP/disaster recovery protocols.
• Comply with NCBA policies, KYC, AML, and operational risk requirements.
• Maintain timely and accurate reports, manage cheque referrals, collect all due fees, and exercise strict cost control over staff, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly, conducting supervisory checks, and fulfilling custodian duties in line with procedures.

Customer Experience – 10%

• Deliver excellent customer service and meet business targets through strict TAT adherence and high service standards.
• Coordinate feedback initiatives, address complaints promptly, and ensure internal customer satisfaction aligned with NCBA values.
• Maintain high standards of branch appearance, ensure uptime of CDMs, ATMs, and channels, and engage customers during personal needs to build loyalty.

Brand, Product & Business Proposition – 10%

• Provide direction to branch staff on business objectives and market priorities based on analysis of local trends and competitor offerings.
• Ensure merchandising materials meet guidelines, brief staff on promotions, and track sales performance.
• Build relationships with key clients and influencers, support product specialists in marketing to local businesses, and represent the bank in marketing, CSR, and community events.
• Coordinate branding and signage with Marketing and Communications.

Learning, Growth & People Management – 10%

• Develop a high-performing, motivated team with a positive work environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Offer leadership, training, and guidance, ensuring effective resource planning and succession through leave programs and in-house training.
• Address performance, disciplinary, and grievance matters promptly. Ensure required learning hours are met through e-learning and internal programs.

Qualifications or requirements (e.g., education, skills)

Job Specifications

Academic:

• Bachelor’s degree in a business related field – Upper second or GPA 3.0.
• Master’s Degree will be an added advantage.

Professional:

• AKIB or CPA (K), CSAPs.
• Proficiency in computer use including MS Office tools and banking systems

Experience needed

Desired work experience:

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (4) within business development
• Proven track record of consistently exceeding set targets.
• Leadership skills
• Excellent Bank product knowledge

• Formulate and implement strategic initiatives to increase new business and expand share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and report to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s appetite and collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling.
• Oversee borrowing and non-borrowing accounts to enhance loyalty, mitigate losses, and drive growth.
• Conduct product reviews and development based on market feedback, build competencies for competitive advantage, and perform market intelligence to identify trends, regulatory changes, and opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.
• Ensure adherence to branch controls, security, processes, and BCP/disaster recovery protocols.
• Comply with NCBA policies, KYC, AML, and operational risk requirements.
• Maintain timely and accurate reports, manage cheque referrals, collect all due fees, and exercise strict cost control over staff, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly, conducting supervisory checks, and fulfilling custodian duties in line with procedures.
• Deliver excellent customer service and meet business targets through strict TAT adherence and high service standards.
• Coordinate feedback initiatives, address complaints promptly, and ensure internal customer satisfaction aligned with NCBA values.
• Maintain high standards of branch appearance, ensure uptime of CDMs, ATMs, and channels, and engage customers during personal needs to build loyalty.
• Provide direction to branch staff on business objectives and market priorities based on analysis of local trends and competitor offerings.
• Ensure merchandising materials meet guidelines, brief staff on promotions, and track sales performance.
• Build relationships with key clients and influencers, support product specialists in marketing to local businesses, and represent the bank in marketing, CSR, and community events.
• Coordinate branding and signage with Marketing and Communications.
• Develop a high-performing, motivated team with a positive work environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Offer leadership, training, and guidance, ensuring effective resource planning and succession through leave programs and in-house training.
• Address performance, disciplinary, and grievance matters promptly. Ensure required learning hours are met through e-learning and internal programs.

• Leadership skills
• Excellent Bank product knowledge
• Proficiency in computer use including MS Office tools and banking systems

• Bachelor’s degree in a business related field – Upper second or GPA 3.0.
• Master’s Degree will be an added advantage.
• AKIB or CPA (K), CSAPs.