Branch Manager

Branch Manager

We are seeking an experienced and results-driven Branch Manager to lead branch operations, drive business growth, deliver exceptional customer experiences, and develop high-performing teams. The role is responsible for achieving sales, service, operational, and people leadership objectives while ensuring compliance with bank policies and regulatory requirements.

Key Responsibilities

• Lead and manage the branch to achieve sales, service, operational, and people leadership objectives.
• Achieve and exceed branch sales targets across retail banking products, including CASA, lending, wealth, insurance, and other retail products.
• Identify and develop new business opportunities within the branch’s market area.
• Ensure accurate and compliant onboarding of new customers.
• Drive a customer-first culture focused on service excellence and relationship management.
• Accountable for branch service KPIs, including Net Promoter Score (NPS), Right First Time (RFT), Service Request turnaround times, complaint resolution within SLA, and Mystery Shopping scores.
• Monitor branch performance and implement corrective actions to improve service delivery and customer satisfaction.
• Oversee customer complaint management, ensuring timely resolution, root cause analysis, and compliance with regulatory requirements.
• Ensure all branch activities comply with policies, operational risk controls, KYC, AML, and regulatory requirements.
• Manage branch operations, including cash management, vault custody, safe deposit lockers, and security protocols.
• Maintain audit readiness and support successful internal and external audits.
• Lead, coach, and develop branch employees to achieve sales and service objectives.
• Drive accountability through performance management and employee development initiatives.
• Identify training needs and ensure completion of mandatory learning requirements.
• Monitor attendance, productivity, and workforce performance to ensure consistent service standards.
• Collaborate with internal stakeholders across Operations, Risk, Compliance, Customer Experience, Marketing, Product, and Digital Banking teams.
• Support regional business plans and service improvement initiatives.
• Represent the bank within the local community to strengthen brand presence and business opportunities. 

Requirements / Qualifications

• Bachelor’s degree in Banking, Business Administration, Finance, or a related field.
• Minimum 10 years of experience within the banking industry.
• At least 5 years of experience in Branch Management or a similar leadership role.
• Proven track record in delivering sales targets, customer service excellence, and operational compliance.
• Strong leadership, people management, and stakeholder engagement skills.
• Sound knowledge of retail banking operations, regulatory requirements, KYC, and AML frameworks.
• Excellent communication, problem-solving, and decision-making abilities.

Preferred / Beneficial

• Experience leading large frontline banking teams.
• Strong understanding of customer experience management and service quality frameworks.
• Demonstrated ability to drive business growth while maintaining high operational standards.
• Experience managing branch performance in a fast-paced retail banking environment.