To efficiently, effectively and profitably manage the cluster branch network channel for delivery of set KPIs. Responsible for ensuring that the branch as a channel is delivering results and delivering the right customer experience.
•Develop and implement Regional/ cluster strategies and plans to achieve all sales -volume, revenue, and cost objectives in line with set standards of assessment.
•Ensure smooth implementation of agreed country specific strategies in order to accelerate business profitability of branches. Ensure that BM adopt the SCB Way approach to sales management
•Help to accelerate the effectiveness of sales and relationship management at the branches by acting as part time SCB Way coach to the cluster BMs
•Setting, monitoring and delivering the business goals against the strategy of Branch Banking and Integrated Distribution.
•Organize and hold monthly MPR Sessions to access branch sales performance
•Define and agree all sales volume objectives for Branches within the cluster.
•Hold regular sessions with BMs to quickly address all branch related issues
•Support new branch delivery in line with PAR
•Develop and implement strategies and plans to achieve all service objectives in branches, including SCBW( customer queue management, teller referral and morning huddles) and NPS outcomes
•Ensure all risk within the Branch network is minimized and systems are in place to monitor and eliminate risk across all areas of branch business.
•Hold regular discussions, re-strategizing with Branch Operations Managers for operational efficiency.
•In conjunction with TL- OR, ensure compliance with Group Operational Risk Policies, Anti-Money Laundering and KYC across the regional Branch network.
•Compliance Risk monitoring:
-Ensure the controls and monitoring plans are adequate, practical and appropriate for the Branch network.
-Manage the resolution of any compliance breaches or exceptions highlighted by the business monitoring performed within their business.
•KYC / money laundering: Ensure you and your team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”.
•Build and develop high performing teams
•Identify and develop talent within the branches
•Ensure adequate coaching and training of branch staff
•Create ownership to agreed strategies and business goals.
•Mobilise the workforce to achieve these common goals
•Ensure all relevant units are coordinated throughout change processes to maintain efficient banking services to customers. Determine performance standards and directions.
•Plan and review staffing requirements to match workflow with the branch operations function
•Bachelors degree holder and above with between 12 -15 years business/sales experience
•Minimum 7 years in a leadership/managerial role in sales area with proven abilities
•Strong analytical, problem solving and operational skills
•Ability to manage result deliverables within strict time and resource constraints
•Process good communication and interpersonal skills with an ability to lead and motivate staff
•Judgement is required to ensure that the right systems and procedures are selected and resources are allocated effectively
•Ability in leading the Branch channel toward the direction of customer focus, empower the local staff and the team work
•Experienced in leading and driving change