Role Statement The Assistant Branch Manager supports the Branch Manager in overseeing the daily operations, customer service, and business development of the branch. This role is responsible for managing staff, assisting with sales initiatives, and ensuring that branch operations run smoothly and efficiently. The Assistant Branch Manager serves as the Branch Manager's deputy, stepping in to lead the branch in their absence, and ensures the branch adheres to compliance standards and meets performance targets.
Principal Responsibilities Business Development
Assist in implementing the branch’s sales and marketing plans for retail banking products, ensuring alignment with organizational objectives.
Contribute to the successful launch of new products and services by following provided guidelines and strategies.
Identify and generate new business opportunities by meeting potential and existing customers.
Achieve and exceed set targets for retail banking products, ensuring consistent growth in the branch’s portfolio.
Operations Management/Control
Ensure all counter transactions are processed accurately and efficiently, adhering to laid-down procedures and minimizing errors.
Eliminate risks of cash discrepancies by enforcing robust controls and monitoring cash transactions.
Maintain zero tolerance for cash shortages or excesses at counters and ATMs through regular checks and reconciliations.
Investigate discrepancies in cash or security items thoroughly and document resolutions following the standard operating procedures (SOPs).
Maintain a balanced inventory of security stationery and ensure proper upkeep of the branch’s furniture and equipment.
Liaise with the Main Branch Cash Section for cash shipments, ensuring vault balances remain within prescribed limits and ATMs operate 24/7 with sufficient cash and supplies.
Act as a joint custodian for all safe-keeping items and ensure adequate user-level access controls for branch staff.
Adhere to bank policies and processes to achieve acceptable risk ratings during audits.
Customer Service
Set high personal standards in customer interactions to inspire branch staff and elevate performance levels.
Deliver exceptional customer service, managing transaction times efficiently and exceeding customer expectations.
Promptly address and resolve customer complaints originating from the branch, ensuring satisfaction.
Monitor and maintain adherence to the bank’s service standards for every customer interaction.
Build and maintain strong relationships with customers, ensuring long-term loyalty and engagement.
Credit Management
Review and assess credit applications, providing recommendations in line with the bank’s policy, guidelines, and delegated authority.
Remain vigilant to detect potential fraud and ensure adherence to Anti-Money Laundering (AML) protocols and regulatory requirements.
People & Project Management
Manage and oversee the performance of branch staff, providing motivation, guidance, and development opportunities.
Conduct regular coaching and training sessions to enhance team skills in service delivery and operational excellence.
Support retail banking projects, including the rollout of new products, processes, and participation in user acceptance tests (UATs).
Actively contribute to building a collaborative and high-performing team culture within the branch.
Take direct responsibility for branch employees, fostering accountability and professional growth.