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Branch Manager at Stanbic IBTC Bank

Posted on Mon 13th Jul, 2015 - hotnigerianjobs.com --- (0 comments)


Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful Branch Manager to help us fulfil our business objectives and build customer loyalty.

We are recruiting to fill the position of:

Job Title: Branch Manager


Job ID: 12885
Location: Lagos (Apapa)
Division: Business Banking
Position Category: Business Banking
Employment Type: Full Time - Permanent

Position Description
  • Ensure that customers consistently receive a high quality service by efficiently managing, developing and using all available resources (i.e. staff, systems and processes) and ensuring that a strong, customer-focused service culture becomes entrenched in the service centre.
  • To ensure that customers are migrated to more appropriate and cost-effective channels, that cross-selling opportunities are identified and actioned, based on customer needs.
  • Proactively identify and assess the risks faced by the centres and reduce the overall exposure by maintaining an effective system of controls.
  • Ensure the effective rollout of change management initiatives to the service centres.
  • Maintain a high level of integrity and ethical standards.
Key Accountabilities
Customer service:
  • Set and ensure that service standards are maintained, in line with differentiated requirements of the market segments.
  • Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channels.
  • Ensure that the centres strive for continuous service improvement.
  • Convene regular customer discussion forums and action the results
  • Maintain awareness of serious customer complaints and attend to resolution.
  • Ensure that opportunities for migration of customers to more appropriate/cost-effective channels and migratable teller/enquiry transactions are identified and actioned.
  • Ensure efficient, customer-orientated telephone procedures.
  • Discuss staffing requirements as predicted by Branch Scheduling Tool (BST) with Provincial Productivity
  • Ensure BST schedule adherence for all reporting Service Centres
Management of service improvement:
  • Manage the customer problem resolution process and ensure the accurate logging of information.
  • Set and monitor turn-around times for resolving customer queries and complaints.
  • Ensure that problem root causes are resolved by facilitating corrective action and regular liaison with support entities (including issues relating to ATM and Auto E terminals).
  • Ensure that service measurement is maintained and action adverse trends.
  • Implement service recovery to facilitate customer retention.
  • Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation
Management of responsive sales and relationship management:
  • Develop sales and relationship management plans to achieve responsive sales targets for the centers.
  • Manage the sales and relationship management tracking system and provide feedback and coaching to the team.
  • Identify different local market segments prevalent in geographical area and keep up to date with changes/developments.
  • Drive the lead referral system.
  • Coach the responsive relationship management team on product knowledge, cross-selling opportunities and assist subordinates in generating meaningful and value-added solutions for customers resulting in maximum business development.
  • Ensure the territory where the branch is situated has adequate feel of the bank and its products
Management of credit and operational risk:
  • Identify the major risks affecting the centres and ensure that the necessary steps are taken to measure, monitor and manage these risks.
  • Recommend revision of internal controls to provincial operations where appropriate, to address new or previously uncontrolled risks.
  • Manage assets, eg cash and cost accountabilities, with emphasis on the containment of controllable costs.
  • Manage and ensure overall operational readiness/efficiency of the centres’ infrastructure (including premises, ATMs, systems), physical security, opening/closing procedures and operational issues such as fraud, losses and differences.
  • Ensure irregularities highlighted in routine control reports are attended to.
  • Co-ordinate the checking of centre tellers/treasury/blank forms.
  • Complete monthly centre housekeeping checklist.
  • Report premises/equipment issues to regional operations.
  • Ensure that an effective control structure is maintained, with control activities defined at every level and duties appropriately segregated.
  • Ensure that levels of authority and limits of access to information/systems are adhered to.
  • Ensure that all routine controls relating to new business are effectively applied.
  • Ensure compliance with OHS (Occupational Health and Safety) requirements
People management:
  • Delegate authority and responsibility in line with business objectives and service standards to ensure the empowerment, motivation and effectiveness of all subordinates.
  • Monitor and manage the performance and development of subordinates to ensure sustained profitability, compliance with the Code of Banking Practice, internal controls and overall well-being of staff.
  • Prepare a flexible staffing plan to meet service/sales demands in the centres, taking into account local conditions, resourcing options and costs.
  • Overall staff complement to be in line with productivity measurements. - Branch Scheduling Tool
  • Visibly assist the centres in achieving targets and standards of performance by providing consistent encouragement and guidance.
  • Ensure that equity requirements are met and transformation initiatives supported.
  • Identify strengths and development areas and ensure tat subordinates receive the required coaching/training
  • Turn-around times for processing and one-on-one customer interaction in terms of segment standards, efficient service.
  • Control operational losses and minimise risk compliance with laid-down instructions and effective management of credit risk, physical security etc.
  • Costs contained within budget.
  • Availability of ATMs and within target, site cleanliness requirements met, minimal vandalism.
Increased cross-selling ratios:
  • Effective migration of customers/transactions to more appropriate channels.
  • Requisite stationery and cash supplies held.
  • Effective, customer-orientated telephone management.
  • Retention of satisfied, well-informed customers as measured by Customer Evaluation of Bank Service (CEBS) ratings.
  • Staff effectiveness and motivation Positive findings of Inspection Compliance reports
Required Skills and Qualifications
Knowledge:
  • Minimum of a 2.2 B.Sc degree in any relevant course.
  • Thorough knowledge and understanding of market segmentation and management.
  • Knowledge of Personal and Business Banking products and services.
  • Knowledge of the country’s Personal and Business Banking Strategy.
  • Knowledge of sales and marketing theory and principles.
  • Knowledge of business and financial management principles and practice, including business economics.
  • Knowledge of risk management and credit principles.
  • Knowledge of the bank system.
  • Knowledge of branch transaction processes.
  • Knowledge of distribution channels.
  • Knowledge of human resources principles.
  • Knowledge of Public Sector market
Experience:
  • Minimum of 7 years banking experience with a minimum of 3 years within relationship management and sales.
  • A seasoned Banker with wide banking experience.
  • Experience in managing a diverse range of people and activities are essential.
Required Competencies:
  • Ability to communicate clearly verbally and in writing when interpreting and explaining information relating to business plans, strategy, product benefits, service provision etc. to branch staff and customers.
  • Good presentation and negotiation skills.
  • Ability to convey factual information clearly.
  • Ability to question, probe and clarify information in a diplomatic manner.
  • People management skills, including teambuilding, motivation, team goal planning and the ability to use team expertise to full advantage.
  • Socially confident, quick to establish rapport, able to maintain good relations even when communicating disagreeable information to customers.
  • Ability to reinforce standards and objectives.
  • Ability to adapt readily to changes in systems and procedures, and encourage others to do the same.
  • Logical thinker - has a clear, focused and methodical approach to work.
  • Results-orientated, strongly motivated to achieve, adheres to deadlines.
  • Customer service-orientated.
  • Team player - approachable, receptive to ideas/feedback from subordinates, superiors and customers
  • Assertive - able to handle conflict, stand by principles and put forward ideas despite opposition.
  • Tough-minded, rarely upset by criticism, able to retain optimism despite setbacks.
  • Self-motivated and energetic.
Application Closing Date
31st July, 2015

How to Apply
Interested and qualified candidates should:
Click here to apply online

  

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