Branch Manager

Role & responsibilities

To lead and manage the retail branch operations, ensuring achievement of business targets, superior customer service, compliance with regulatory norms, and development of a high-performing team aligned with the banks vision and values.

Key Responsibilities:

Business Development & Revenue Generation

• Drive branch-level sales and revenue targets across retail banking products (savings, loans, investments, insurance, etc.).
• Identify local market opportunities and develop strategies to increase customer base and wallet share.
• Ensure cross-selling and upselling of products through effective customer engagement.

Customer Service & Relationship Management

• Ensure high standards of customer service and satisfaction.
• Resolve customer queries and complaints promptly and effectively.
• Build long-term relationships with key customers and stakeholders.

Operations & Compliance

• Oversee day-to-day branch operations ensuring adherence to internal policies and regulatory guidelines.
• Ensure timely and accurate reporting, audit compliance, and risk management.
• Maintain branch hygiene in terms of documentation, cash management, and security protocols.

Team Leadership & Development

• Lead, motivate, and manage branch staff to achieve performance goals.
• Conduct regular training, coaching, and performance reviews.
• Foster a culture of ownership, accountability, and continuous improvement.

Strategic Alignment & Change Enablement

• Translate organizational strategy into actionable branch-level plans.
• Promote innovation and adaptability in response to market and regulatory changes.
• Champion digital adoption and process improvements.

Key Competencies:

Functional Competencies

• Customer Orientation
• Drive for Results
• Quality Focus
• Problem Solving
• Professional Entrepreneurship
• Influence and Impact

Leadership Competencies

• Lead the Way
• Lead and Develop People
• Enable Change

Technical Competencies

• Proficiency in MS Office and banking software
• Understanding of retail banking products and services
• Knowledge of regulatory and compliance frameworks

Success Metrics:

• Achievement of branch sales and revenue targets
• Customer satisfaction scores
• Compliance and audit ratings
• Employee engagement and performance metric