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Branch Manager
Locations: Nakuru, Nairobi
The Branch Manager plays a leadership role in overseeing all branch operations, ensuring the branch meets its financial and operational targets, and supporting staff to deliver exceptional customer service. This position requires strong managerial capabilities, strategic thinking, and operational expertise. Branch Managers ensure that branch performance aligns with the Bank’s strategic vision while maintaining high standards of compliance, risk management, and customer service excellence.
Job Description
- Branch Operations Management
The Branch Manager is responsible for overseeing day-to-day branch operations to ensure efficiency, accuracy, and compliance. This includes supervising staff involved in cash management, customer service, account opening, and loan processing.
Managers must ensure that the branch follows established policies, procedures, and service standards. They also coordinate operational activities to minimize errors, reduce risks, and maintain smooth workflow across departments. - Leadership and Staff Management
The Branch Manager plays a key role in staff supervision, development, and motivation. This involves delegating duties, setting performance expectations, and providing guidance to staff members.
Branch Managers conduct regular performance reviews, identify training needs, and support staff development initiatives. They also maintain an environment that encourages teamwork, accountability, and high levels of productivity. - Business Development and Market Growth
The Branch Manager contributes to overall business growth by identifying opportunities within the local market and implementing strategies to attract new customers. This includes developing marketing programs, participating in community outreach, and building relationships with key stakeholders.
Additionally, Branch Managers support Relationship Officers and other staff members in achieving their sales targets by providing direction, resources, and strategies for effective customer engagement. - Financial Performance Management
Branch Managers are accountable for ensuring that the branch meets its financial goals. This includes monitoring revenue streams, controlling operational costs, and implementing measures to improve profitability.
Managers also prepare periodic performance reports and analyze data related to loans, deposits, customer activity, and operational efficiency. They make informed decisions based on these insights to support sustainable branch growth. - Customer Service and Experience
Delivering high-quality customer service is central to the Branch Manager’s role. They ensure that all customers receive timely assistance, accurate information, and a positive banking experience.
Branch Managers must address escalated customer issues, resolve disputes, and ensure that service gaps are identified and addressed promptly. They work closely with staff to uphold service standards and maintain customer satisfaction across all branch activities. - Compliance, Audit, and Risk Management
The Branch Manager ensures that the branch complies with all regulatory standards, audit requirements, and internal policies. This includes overseeing documentation processes, ensuring proper record-keeping, and implementing corrective actions when necessary.
Managers must also monitor potential risks, implement risk mitigation strategies, and ensure that staff adhere to all guidelines related to anti-money laundering, customer data confidentiality, and operational risk. - Branch Administration and Coordination
The Branch Manager oversees administrative activities such as staff scheduling, facility management, and coordination with support departments. They also ensure that the branch is adequately resourced to support daily operations and that all systems and equipment are functioning efficiently. - Reporting and Communication
Branch Managers prepare accurate and timely reports for senior management, covering areas such as financial performance, operational issues, customer feedback, and staff productivity.
They also communicate key updates, changes in policy, and strategic priorities to staff to ensure alignment with the Bank’s goals.
Application Information
M-Oriental Bank is an equal opportunity employer. The Bank seeks and employs individuals who meet job-related standards of education, training, and experience.
Interested applicants are requested to forward their CVs to the following email address:
