Develop and implement business strategies to deliver performance and growth targets of the Center, Lead the customer service agenda at the Centre, drive digital adoption and usage of the channels while ensuring team compliance with policies and procedures as well as providing leadership, guidance and support of the day today running of the corporate service Centre and the select suite.

Key Responsibilities
• Financials:
• Lead the team with a business mind to maximize revenue and minimize costs with the objective of making profits
• Achieve targets detailed in the dashboard/KPIs for the center
• Champion the marketing and business development function in the center towards achieving targets.
• Oversee the preparation of the center’s annual budget and monitor its implementation to minimize overruns/variances.
• Maintain relationship with key stakeholders through physical visits with team leaders and officers to monitor service quality, clients response to agreements, timelines and milestones, and discuss proposals and financial advisory services
• Operational Risks:
• Ensure adherence to the risk management framework in identifying, controlling, and monitoring and reporting risk.
• Ensure adherence by the team to comply with all key regulatory and compliance policies and procedures
• Administer the the day to day running of the branch in line with bank policies and procedures
• Responsible for Branch performance reports for Senior management reviews
• Conduct monthly review of performance levels against approved budgets & ensure directives from the management are well disseminated within the Branch
• Eradicate fraud, Balance risk awareness with customer value & Achieve minimum audit grade – acceptable
• Ensure the management of cash shorts and overs within till budget or none at all as per bank policyc
• Customer Service:
• Being obsessive about excellent service through ensuring customer service culture amongst staff and fully embedding customer centric propositions
• To drive improvement in ATM uptime to achieve an average of 98%
• Measure both Internal and External service levels
• Ensure that the cluster complaints process is operating in accordance with I&M’s communication policy
• Reorganize and reward excellent service – intolerance to mediocrity
• Promote and support ongoing launches and promotions
• Stay abreast of the latest developments, best practices and trends in the financial services industry that may impact branch service delivery.
• Recommend and participate in the review of the Bank policies and practices impacting service.
• People:
• Demonstrating visible and inspirational leadership and gaining the hearts and minds of the team
• Performance management processes ensuring active participation and timeous submission of results aimed at a favorable distribution curve and people rewarded in time.
• Full induction and training plans for all roles in liaison with HR function & ensure JDs and KPIs for all staff are in place
• Achieve leave management as per annual leave schedule
• Manage staff coordination, training and discipline as well as approval of vacation and job rotations as required
• Manage all staff in the Branch to achieve increased value creation, volume of business and enhanced profitability for the branch
• Ensure key human capital issues are resolved consistently across the Branch, in line with the guiding principles, policies and practices established by the Bank.
• Prepare and agree career development plans (in conjunction with the Human Capital department) and conduct periodic performance appraisal sessions with subordinate staff in line with stipulated career and performance management policies and procedures
• Perform other duties as assigned by your supervisors

Requirement
• Minimum Education Qualification:
• A Bachelor’s Degree preferably in Accounting Finance or a related field from a recognized university.
• A post graduate degree or a professional qualification will be an added advantage.
• Work Experience:
• At least 5 years’ experience in Banking with 2 in Branch Operations
• Sales Experience is mandatory
• Required Competencies (Knowledge, Skills & Abilities):
• In-depth knowledge of banking industry
• Knowledge of banking products
• Knowledge of Credit and Marketing
• Interpersonal / People skills
• Leadership & management Skills
• Effective communication skills
• Reasoning and Analytical Skills