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