Job Purpose
In charge of customer retention, branch productivity; enhancing customer service and
loyalty; and generating growth through effective customer relationship management and
sales, in order to achieve the branch’s business target.

Key Responsibilities/Tasks

Business Growth:
• Ensure business growth through marketing of bank products; build and maintain
existing and new customer relationships to achieve annual business targets
• Monitor performance of branch in achieving its overall business target
• Set targets for the branch business team and monitor performance to ensure the
Branch achieves its overall business targets
• Manage branch’s liability portfolio and cross selling
• Effective drive branch sales taking into account quality acquisition of the customer
and comply to the bank’s laid-down procedures and KYC
• Provide recommendations in the development of new products as well market for the
new product’s up take

Key Responsibilities/Tasks
Customer Service:
• Ensure customer retention by enhancing customer service at the branch level e.g.
monitoring of customers’ complaints and transactions, meeting with high net worth
clients regularly and maintain personalized relations
• Respond to Customer related queries as they arise
Operations:
• Manage branch’s liability portfolio through pushing for growth of low cost accounts
and cross selling
• Assist in the development of new products as well as push for the new product’s up
take.

Compliance:
• Ensure that branch business practices are compliant to relevant banking laws and
regulations, systems and procedures
Reporting:
• Ensure timely submission of reports such as periodic business, call reports and
surprise check reports etc.
Risk Management:
• Coordinate the review of branch risk control self-assessments (RCSA) in liaison with
Branch Operations Manager
• Develop, update and maintain risk procedures and systems with respect to risk
identification, risk assessment, risk monitoring, risk mitigation strategies and risk
reporting
• Ensure all required displays are in place such as relevant business permits, licenses,
Tariffs etc.
• Ensure effective adoption and utilization of risk management tools
• Drive remediation of risk management exceptions identified during audit or risk
reviews
• Promote risk management culture
Administration:
• Implement board/management directives for the branch in an effective and timely
manner
• Overall in charge of staff within department including leave management, training,
coaching and mentoring for the business staff
• Support the Head of Business Development in preparing branch business related
budget by providing inputs
• Attend to audit queries related to Branch business
• Liaise with respective departments in the bank for efficient and effective
administration of the branch
• Liaise with other branches and head office as issues arises
• Perform any other duties as may be assigned by the immediate supervisor from time
to time

Skills, Knowledge and Abilities
• Business development
• Marketing skills
• Analytical skills
• Leadership skills
• Communication skills
• Interpersonal skills
• Problem solving skills

Academic / Professional Qualifications
• Bachelor’s Degree in business management, marketing, economics, accounting,
finance or any other related field
Working Experience Required
• A minimum of 4 years of working experience at Branch Manager level