Branch Manager

JOB PURPOSE To lead and manage the branch’s operations, people, customer service, sales performance, risk management, and compliance in line with the Bank’s strategy, policies, values, and regulatory requirements. The role is responsible for driving branch profitability, growing the customer base, promoting excellent customer experience, safeguarding Bank assets, and ensuring sustainable business growth without exposing the Bank to unmanageable risk.

DUTIES AND RESPONSIBILITIES

• Leads the branch in achieving agreed sales, service, operational, financial, and compliance targets in line with the Bank’s strategic objectives.
• Develops and implements branch sales, service, and business growth plans aimed at expanding market share, increasing revenue, and improving profitability.
• Identifies and utilises business opportunities within the branch catchment area and generates quality leads across all relevant product categories.
• Manages branch costs, revenue performance, and budget effectively, including identifying revenue leakage and implementing corrective action where required.
• Ensures effective cash management, adhering to authorised cash limits, and proper control over branch assets, security, and protection procedures.
• Oversees daily branch operations to ensure efficient workflow between the branch, back-office functions, and support departments.
• Ensures full compliance with Bank policies, procedures, internal controls, audit requirements, AML/CFT guidelines, KYC requirements, and applicable banking regulations.
• Monitors and manages operational risk, fraud prevention, audit findings, and corrective actions to protect the Bank, customers, and staff.
• Champion excellent customer service by maintaining a visible presence in the banking hall, engaging customers, resolving service issues, and ensuring adherence to service standards.
• Builds and maintains strong customer and community relationships to support customer retention, loyalty, and sustainable business growth.
• Provides clear leadership and direction to branch staff, ensuring that the team understands branch goals, performance expectations, and the Bank’s values.
• Coaches, mentors, motivates, and supports branch staff to achieve sales, service, operational, and compliance targets.
• Manages staff performance through regular feedback, performance reviews, capacity building, recognition of high performance, and corrective action where required.
• Ensures effective staffing, training and development, and succession planning within the branch in line with Human Capital policies and business needs.
• Monitors branch performance against the Balanced Scorecard and provide daily, weekly, and monthly feedback on sales, service, risk, operational, and financial results.
• Promotes a high-performance culture across the branch by modeling LPB values.

Requirements

EDUCATIONAL REQUIREMENTS AND EXPERIENCE

• Bachelor’s Degree in Banking, Finance, Accounting, Economics, Marketing, or any other related business field.
• Minimum of five years’ experience in banking, financial services, sales, operations, or customer service environment, of which at least three years should be in a supervisory or management role. GENERAL KNOWLEDGE, SKILLS AND ABILITIES
• Strong knowledge of retail banking operations, branch management, customer service, sales, and financial performance management.
• Sound understanding of banking policies, procedures, internal controls, AML/CFT requirements, KYC requirements, risk management, and regulatory compliance.
• Strong leadership, people management, coaching, mentoring, and performance management skills.
• Excellent sales, business development, customer relationship management, and service excellence skills.
• Good financial management, budgeting, cost control, revenue growth, and profitability analysis skills.
• Strong analytical, decision-making, problem-solving, planning, organising, and execution skills.
• Ability to manage operational risk, fraud prevention, audit recommendations, cash controls, and branch security requirements.
• Excellent communication, negotiation, stakeholder engagement, conflict resolution, and interpersonal skills.
• Ability to work under pressure, manage competing priorities, meet targets, and maintain high standards of professionalism and confidentiality. Computer literacy and ability to use banking systems, reporting tools, Microsoft Office applications, and digital banking platforms effectively.