Job Objective:

The role ofthis positionisto ensure the effectiveness of the branch sales and marketing activities, mobilizes resources, expands branch accessibility through digital banking and efficient and high quality service provide to customers in consistent manner in the branch at all time as per the bank’s policy, procedure, guideline and other pertinent regulation. Therefore performing your job in high professional manner will contribute to achieve organizational vision and strategic objectives (i.e. Business growth, Operational excellence and Digitalization)

Reports Directly To:   Branch Manager

Sector: Branch Banking

Supervises: BBO, JO, Bank trainee

Key Job Duties and Responsibilities:

General Duties

• Plansand manages the sales activities of the branch;
• Plansand manages the customer services activities of the branch;
• Selling of bank products, services and digital banking
• Handles the customer request
• Maintain relationship management with customers
• Effective utilization of resources

Specific Duties

• Ensures customer queries and complaints properly handles;
• Facilitate efficient and high quality service to customers;
• Manage and maintain positive relationship with customer and staffs;
• Promote new and existing banks products, service and digital banking to the customers;
• Enhance the banks image through pro-active handle customers and maximizes their satisfaction;
• Ensures that all performer comply with regulatory standards, bank’s policies, procedure and code of conduct;
• Ensure the fulfillment of overall tasks that have given to execute customer-focused service in the process;
• Set team objectives, goals , and performance standards and facilitate team’s alignment and goal cascading;
• Ensure that good  relationship maintained with developmental partner and high value customers;
• Adhere strictly to compliance and operational risk controls in accordance with the bank’s and regulatory standards, policies and practices;
• Countersigns on document and transaction tickets and approve payments;
• Supervise the business activities in the branch;
• Work closely with the branch teams in annual plan development;
• Evaluates continuously the work of the Branch business team;
• Motivate and coach the Branch Business team;
• Prepare and implement periodic job rotation plan  for the Branch business team;
• Ensure that all Branch transactions are processed accurately and efficiently;
• Responsible for management and maintenance of all bank products, services and digital banking;
• Coordinate the marketing efforts of the branch;
• Evaluate  periodically the marketing and sales plans;
• Follow –up and rectify discrepancy reported by Internal auditors;
• Analyze needs, asses the capacities of staff, and propose continuous education (e.g. training plan, TOT, seminars);
• Creates conducive working environment for the customers and staff;
• Engage fully in the resource mobilization activities.
• Authorizes transactions;
• Ascertains that all transactions are authorized on same date as per the standard
• Keeps cash indemnity savings account passbook of the officer and updates the balance on the system monthly;
• Manages and approve transactions on inactive current accounts as required;
• Measure Branch Business staffs’ performance periodically;
• Ensure effective and proper utilization of resources;
• Ensure all document related to credit and international banking are properly and timely forwarded to the respective departments;
• Ensures all loan request of customers are properly and timely forwarded to the respective departments as per credit procedure;
• Handle correspondences;
• Prepares reminder to the customer or take action for those customers write a cheque without Sufficient balance as per NBE directive and report to Branch Banking;
• Perform other related duties given by the supervisor.

Key performance Indicators: Strategic and operational efficiency and effectiveness such as:

• Standard Delivery Time;
• Customer satisfaction;
• Number of customer complain;
• Amount of resource mobilized;
• Number of customer recruited;

Summary of Key Competency,  Educational and Professional Requirements:

Education: B.A Degree in Business related fields.

Experience: 6 Years of service in Banking industry, of which one year in Banking operation job family

Summary of Key Competency Requirements

Leadership Competency:

• Self-awareness
• Ability to Motivate employee
• Ability to inspire and influence
• Commitment and time management
• Manage feedbacks
• Problem solving
• Build high performing team
• Coaching and mentoring
• Effective Communication

Organizational Value Competency:

• Customer Satisfaction
• Integrity
• Team work and collaboration
• Caring for our Community

Technical Competency

• Good inter personal skill
• Basic computer skill and certified in bank applications
• Knowledge of branch banking procedure
• Flexible and adapt new environment
• Strong personal commitment to learn particular skill
• Ability to manage work
• Comply to bank code of ethics
• Acts with integrity
• Customer relationship management
• Sales and marketing skill
• Negotiation skill