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We are recruiting to fill the post of :
Job Title: Branch Manager
Job ID: 358645
Job Function: Consumer Banking
Job Description
The role holder leads and motivates the staff within the branch in driving strategic initiatives to meet revenue goals by consistently delivering exceptional customer experience, maximizing new business opportunities in the catchment and deepening existing relationships with customer segments.
The role entails the creation of an operations environment that is continuously improving to meet standards along the measures of customer satisfaction, efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory requirements.
The incumbent has overall accountability for people management in the branch and must drive behaviors to enable optimal service quality to customers. In line with this, the role holder will groom and develop talents for building bench strengths.
Key Roles & Responsibilities
1.) Strategic Business Planning and Execution (Required)
- Drive business strategies and programs at the branch level to effectively meet the profitability targets and maximize catchment potential across chosen products and segments.
- Undertake business planning process for the branch, including working with BIU for Customer Analytics (internal base of clients).
- Understand distribution dynamics and ability to leverage the synergies between the branches and other channels.
- Knowledge of the bank¿s products and services across consumer banking and wholesale banking and ability to keep abreast with the product evolution.
- Ability to make resourcing decisions and capacity planning for the branch.
- Formulate and achieve branch profitability goals through working closely with the Segment & Product teams on strategic and tactical product development, use of market intelligence, customer feedback etc.
- Lead and motivate sales, service and transaction processing teams in the branch to achieve growth plans of branch effectively.
- Work with cross segment teams to facilitate uptiering of customers across segments and cross segment synergy.
Strategic Business Planning and Execution (Excellence)
- Participation in the conceptualization and planning but principally responsible for the execution of business (Segment & Product) strategy.
- Business Intelligence: Ability to analyze the trade area, micro-economic environment, competitive scenario, revenue pool assessment, target customer segmentation and distribution modeling (external potential).
- Ability to drive direct contribution and growth through execution of strategy based on segment, channel, pricing and product mix.
2.) Customer experience & Efficiency management (Required)
- Ownership for delivery to standards of key Moments of Truth in SCB core set of processes.
- Passionate customer experience focus to drive customer satisfaction, loyalty & advocacy through deepening relationship & increasing share of wallet share & retention.
- Ability to coordinate delivery, within the branch, of the different Segment Customer Value Proposition based on holistic customer experience.
- Understanding of customer needs and wants and tailoring strategy and solutions accordingly
- Ability to identify opportunities for process improvement and continuously drive branch based service and process improvement based on the VoC and VoE feedback
- Resolution of service issues and effective complaints handling.
- Execute a customer relationship management model (designed by Segment teams) that meets global bank standards and is aligned to branchs unique customer preferences.
- Establish customer retention and recovery strategies.
Customer experience & Efficiency management (Excellence)
- Branch renowned locally for the delivery of exceptional and differentiated service and customer experience.
- Recognized as the bank of choice in the community with highest client penetration rate.
3.) Relationship Management (Required)
- Leverage on of relationship and portfolio management as basis for driving branch sales; understanding of customer holistic view and impact on customer engagement.
- Build and optimize stakeholder and alliances¿ relationships to continually create value for the branch
- Application of sales tools and routines to support relationship and portfolio management models.
Relationship Management (Excellence)
- Maximization of every customer contact opportunity for providing a unique experience.
- Deep understanding of the advisory model, and how to optimize the relationships between RMs and the Advisory teams.
4.) Financial performance (Required)
- Management of the branch P&L.
- Ability to analyze performance and financial data to prioritize actions, drive resourcing decisions and capacity planning.
- Execute growth plans through the disciplined application of the Segment/Product growth models and strategy.
Financial performance (Excellence)
- Good understanding of pricing trade-offs, drivers of EP and product revenues.
- Use of multiple levers and drivers to increase profitability and the cost efficiency of the branch e.g. cost management and driving of revenue performance.
5.) Leadership and People Management (Required)
- Ability to clearly articulate and communicate the banks vision & objectives.
- Ability to drive and maintain a high performance & service culture within the branch through consistent performance coaching and implementation of management routines.
- Ability to interpret and use sales and service performance indicators to motivate and drive the performance of the team and enhance performance of the branch.
- Develop and manage talent effectively and build skill base through optimal resourcing, matching right profiles and roles, identifying training and development needs, coaching and guiding all branch employees, active reward and recognition of performers and managing performance management discipline.
- Ability to demonstrate social responsibility within the community and drive the brand values and Right Partner promise.
- Build branch team, staff morale and rapport amongst the team by being an effective coach.
Leadership and People Management (Excellence)
- Ability to influence and motivate staff (direct, in-direct and dotted-line reports) by role modeling the expected behaviors and the banks values.
- Respected community business leader in and around his community.
6.) Risk Management (Required)
- Ensure compliance with external and internal regulations and policies covering Operational, Credit, Reputational and People Risk.
- Achieve KPIs set for operational, credit, people and risk parameters.
- Ability to recognize and understand risk and respond to various situations decisively.
Risk Management (Excellence)
- Strong understanding of risk management.
- Ability to recognize and understand risk and respond to various situations decisively.
Qualifications & Skills
- Minimum of second class lower degree in a related field
- 8-12 years banking experience
- Credit Risk Analysis (Core)
- Customer Relationship Management (Advanced)
- Credit Risk Analysis (Core)
- Understanding data analytics (Core)
- Strategic business management (Advanced)
- Product knowledge (Core)
- Risk Management incld. legal & regulatory) (Core)
- Sales Management (Advanced)
- Negotiating and Objection Handling (Core)
- Market and Product Knowledge (Core)
- Commercial Judgement (Core)
- People Effectiveness (Advanced)
- Driving Productivity and Efficiency (Core)
Excellence in Role
- Strategic business management (Expert)
- Product knowledge (Advanced)
- Risk Management incld. Legal & regulatory) (Advanced)
- Sales Management (Expert)
Application Closing Date: 15th November, 2012
Method Of Application
Interested candidates should
Click here to apply online
Note: When the page opens, at the Location dropdown, select Nigeria - SCB and click Search, then click
" Branch Manager