Manager - Retail Branch

Position Summary:The Branch Manager will be responsible for maintaining strong relationships with internal and external stakeholders, overseeing branch infrastructure and IT infrastructure, and ensuring smooth branch operations. The role focuses on achieving sales goals, customer satisfaction, compliance adherence, and efficient branch management.

Key Responsibilities:

1. Customer Service and Sales Management

• Deliver excellent customer service to ensure customer retention.

• Drive cross-selling of products/services to existing customers and generate new business.

• Share local marketing and competitor information with ABM (Assistant Branch Manager).

• Address and resolve customer problems in partnership with ABM/ACM (Area/Cluster Manager).

2. Branch Operations

• Oversee daily operations, ensuring processes are streamlined and efficient.

• Manage branch operation expenditures effectively.

• Undertake branch audits to ensure compliance with internal and regulatory requirements.

• Establish controls to report and mitigate fraud.

• Work on resolving disposal losses and provide local operational support as required.

3. Employee Engagement and Productivity

• Enhance branch executive productivity through assistance and collaboration with ABM/ACM.

• Foster a disciplined work environment, managing daily workflows and monitoring team performance.

• Engage with employees to address concerns, solve issues, and increase motivation.

4. Compliance and Risk Management

• Maintain compliance with branch audit standards and implement required measures for improvement.

• Liaise with local authorities on an as-needed basis to ensure smooth operations.

5. Communication and Reporting

• Brief employees about current sales targets, organizational updates, incentive plans, and new schemes/policies.

• Share competitor trends and market insights with relevant teams for strategical advantage.

Key Skills Required:

• Strong leadership, decision-making, and problem-solving abilities.

• Excellent communication and interpersonal skills.

• Knowledge of branch operations, IT infrastructure, and compliance protocols.

• Ability to adapt to dynamic environments and manage multiple priorities simultaneously.

• Result-oriented with a focus on customer satisfaction and achieving sales goals.

Desired Qualifications:

• Graduate/Postgraduate in Business Management or a related field.

• Prior experience in retail banking or branch operations is highly valued.