CAROLINE MWERU MWANGI

Job Description:

To drive and deliver exceptional retail and SME business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence.

To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.

Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high performance culture amongst the branch team.

Responsibilities:

Driving Business Performance

• Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
• Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including: balance sheet growth, sales growth and income contribution, cost performance, credit management, employee satisfaction, customer experience, credit management, operational risk and control rigor management.
• Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at branch level.
• Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
• Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
• Understand the local business drivers and issues that have an impact on branch performance.
• Identify business improvement opportunities and make appropriate recommendations to the Regional Manager service initiatives, improvement for existing products and processes, opening or closure of branches

People Management and Development

• Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
• Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
• Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
• Maximize performance of the branch team members by identifying and developing their training needs, and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the branch teams that results in a high performance climate and culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Share knowledge experience and best practice with branch team members.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR
• Acts as escalation point for grievance cases within the branch
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Compliance Management

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure the branch operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
• Report all incidents within the branch in line with the bank's incident reporting procedures
• Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
• Sign off all dormant accounts and seek Regional Manager approval as necessary.
• Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Customer Service Management

• Understand and articulate aggregated feedback at branch level to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service
• Ensure branch service excellence through continuous monitoring of service scores and discuss and agree resolution plans with Regional Manager.
• Ensure all customer contact points in the branch, including equipment (PC's, printers, notes counters, ATM's, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.

Job Description:

To drive and deliver exceptional retail and SME business performance, through the provision of efficient business management, powerful leadership, team development and achievement of operational rigor excellence.

To drive implementation of business and service strategies to deliver Retail and Business Banking performance and growth targets in the branch.

Provide powerful leadership in the branch to ensure the delivery of the business plans by establishing a high performance culture amongst the branch team.

Responsibilities:

Driving Business Performance

• Implement business strategies to deliver performance and growth as communicated by the Regional Manager.
• Drive branch performance against key performance standards as communicated and agreed with the Regional Manager in areas including: balance sheet growth, sales growth and income contribution, cost performance, credit management, employee satisfaction, customer experience, credit management, operational risk and control rigor management.
• Provide clear direction to branch staff on the Retail and Business Banking business objectives, translating and prioritizing into business performance measures at branch level.
• Establish relationships with key clients or business influencers in the local area, including client visits, and complete call reports for every customer visit and this should be filed for snap checks.
• Monitor daily branch sales performance ensuring sales and portfolio growth targets are achieved
• Understand the local business drivers and issues that have an impact on branch performance.
• Identify business improvement opportunities and make appropriate recommendations to the Regional Manager service initiatives, improvement for existing products and processes, opening or closure of branches

People Management and Development

• Develop and communicate an annual plan to optimize the resources (Financial, human and physical) as agreed with the Regional Manager.
• Prepare a resource and capacity plan for the branch to be incorporated in the annual plan for the Region.
• Build and develop a high performing team, through embedding performance management and coaching. Discuss and finalize performance management plans and ratings for the branch team.
• Maximize performance of the branch team members by identifying and developing their training needs, and ensure coaching or delivery of training takes place.
• Drive employee development and engagement within the branch teams that results in a high performance climate and culture
• Conduct effective performance management for direct reports
• Monitor and ensure that all Branch Key Performance Indicators are achieved
• Share knowledge experience and best practice with branch team members.
• Create an empowering environment for direct reports, encouraging individual ownership and initiative and ensure they do the same for all their staff.
• Effective resource management/planning that reflects current and future business requirements, ensuring that the correct balance of numbers, skills and experience, by playing an active role in recruitment and exits of direct reports.
• Initiate HR processes for direct reports when required e.g. disciplinary process, leave management, learning and development, talent identification etc in consultation with HR
• Acts as escalation point for grievance cases within the branch
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development

Compliance Management

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Ensure the branch operates in a compliant manner and adheres to relevant company and regulatory requirements to achieve satisfactory grades in local & Group Audits
• Monitor branch operations and control performance to ensure that branch standards are met and where required review branch remediation action plans with the Regional Manager
• Report all incidents within the branch in line with the bank's incident reporting procedures
• Sign off all budgeted branch expenses and seek Regional Manager approval as necessary.
• Sign off all dormant accounts and seek Regional Manager approval as necessary.
• Hold cost center for network related non-branch expenses such as disturbance allowances, transportation costs etc. responsible for managing costs within budgets for these items.

Customer Service Management

• Understand and articulate aggregated feedback at branch level to shape the customer proposition and product offering.
• Ensure high quality, knowledgeable service levels in branches to exceed customer expectations.
• Build a motivated, committed and focused Branch teams, consistently delivering creative, precise and customer-focused service
• Ensure branch service excellence through continuous monitoring of service scores and discuss and agree resolution plans with Regional Manager.
• Ensure all customer contact points in the branch, including equipment (PC's, printers, notes counters, ATM's, etc.) are of the highest service standard. ATM uptime has to be kept within 95% and any issues raised to the Channel Manager at head office.

 Ensure all standards, internal controls, policies and procedures are adhered to at the branch level.

Ensure compliance with the various banking and regulatory policies at the branch level.

 Managing risk on a day to day basis as well as ensuring that Risk Management Framework is adopted and applied at the branch.

 Ensure risk and audit compliance on a daily basis to sustain branch business and prevent operational losses in the branch

 Managing branch operations and service delivery to ensure adherence with laid down standards and controls.

 Ensure all customer service standards and all service level agreements are adhered to in the branch

 Ensuring quality of service in bank branch service delivery.

 Manage, supervise, develop, train and motivate service delivery staff to achieve high levels of performance

 Business planning and growth as well as customer growth and retention

 Support retail strategy through business leads and cross-selling the bank's products.

 Authorization of manual and system entries within approved limits

 Authorizing all entries passing through cash and operations departments

 Verification of all inward cheques on a daily basis and confirming large amount cheques with the drawers

 Ensuring optimum levels of cash are maintained in the branch and managing of cash within the authorized limits and repatriating any excess cash to Central Bank.

 Ensuring reconciliations are done and reviewed as per the bank's standards and making follow ups.

 Managing, supervising and motivating staff in cash and back office departments to achieve high levels of performance

 Staff capacity building by providing continuous training and guidance while providing leadership, direction and mentorship to tellers and support officers.

 Formulating and monitoring of branch strategies to ensure success of the branch.

 Preparation, reviewing and submitting of branch reports in a timely manner to the senior management.  Ensuring that clear and effective communication system and procedures are in place and adhered to by all staff.

 Ensuring that all products and services offered to our clients are in line with best market practice.

 Raising & posting all entries pertaining to the branch (except cash entries).

 Handling all inter-branch enquiries.

 Timely preparation and submission of all required bank reports.

 Daily reconciliation of sundry, nostro, inter-branch and banker's cheque accounts.

 Processing inter-branch work and dispersing inter-branch mail in liaison with the Assistant Branch Manager.

 Amending/closing/maintaining special conditions on customer accounts.

 Working at achieving the bank's financial and operating goals in line with the statutory legal framework.

 Collating information from clients that will assist in the product development process.

• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Sold and cross-sold bank products to new and existing customers.
• Assisted customers with compromised debit cards and issued new credentials.
• Educated customers on use of banking website and mobile apps.
• Removed mutilated currency from circulation.
• Counted and packaged currency and coins.
• Reconciled cash drawer and resolved discrepancies.
• Provided customer records, account statements and copies of checks.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Turned in excess cash to maintain drawer security.
• Audited fellow teller currency to contribute to dual-control procedures.
• Placed orders for customer checks and verified starting numbers.
• Processed customer transactions promptly, minimizing wait times.

• Educated customers on use of banking website and mobile apps.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Sold and cross-sold bank products to new and existing customers.
• Assisted customers with compromised debit cards and issued new credentials.
• Removed mutilated currency from circulation.
• Counted and packaged currency and coins.
• Reconciled cash drawer and resolved discrepancies.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Provided customer records, account statements and copies of checks.
• Audited fellow teller currency to contribute to dual-control procedures.
• Turned in excess cash to maintain drawer security.
• Logged cashier's checks and other transactions to maintain accurate account records.
• Placed orders for customer checks and verified starting numbers.
• Answered telephone inquiries on checking and savings accounts, loans and lines of credit.