Job DescriptionJOB PURPOSETo run the day to day operations of the branch through the development of a highly developed and motivated sales and service culture ensuring the achievement of all financial and non-financial targets in line with the bank’s objectives and required standardsACCOUNTABILITIESPlanning and Reporting: Prepare the branch sales plan and staff target allocations and to monitor, track and analyse the sales report, branch performance and customer attrition to achieve the assigned financial targetsSales and Service Support: Lead and motivate the branch team members to perform all sales and service related activities for existing and walk in customers to the branch Ensure that all customer queries and service requests are processed and delivered within the agreed service level turnaround time; identify potential business acquisitions and actual sales growth opportunitiesCustomer Support: Monitor and assess the efficiency of the branch workflow in regards to internal and external customer expectations, service levels, waiting times and turnaround times for service requestsContinuous Improvement: Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standardsFinancial: Monitor financial performance so that the business is aware of anticipated costs and revenues, areas of unsatisfactory performance and improvement opportunities are identified and addressed to ensure the budget is managed in line with requirementsPolicies, Processes, Systems and Procedures: Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholdersPeople Management: Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance. Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systemsCustomer Service: Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactionsSkillsEXPERIENCE, QUALIFICATIONS & COMPETENCIESMinimum ExperienceAt least 5 – 7 years of experience within the banking/financial industry with a minimum of 2 years in a managerial roleMinimum QualificationsBachelor’s degree preferably related in Banking or CommerceKnowledge and SkillsWorking knowledge of basic word, excel and power pointLeadership and team building skillsTime management and organisational skillsProblem resolution skills
