Job Summary To manage the branch in accordance with CBQ overall strategic objectives and mission statement, in order to promote sales, achieve business growth and provide high quality service to the customers.
Key Accountabilities Supervision of Subordinates
Organize and supervise the activities and work of subordinates to ensure that all work within a specific area of the activity is carried out in an efficient manner which is consistent with operating procedures and policy.
Provide on-the-job training and constructive feedback to subordinates to support their overall development.
Budgets and Plans
Contribute to the preparation of the budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues and areas of unsatisfactory performance are identified.
Branch Management
Manage the implementation of segment value propositions and provision of services in the assigned branch, in order to provide high - Manage and review manpower staffing for branch under this position’s area of responsibility based on set CBQ branch target and mission statement, in order to ensure that branch manpower needs are sufficiently addressed.
Organize and supervise the implementation of branch Marketing and Business Development plans, in order to ensure flawless execution to drive growth and profitability for the business through utilization of branch as company owned media space.
Organize and supervise customer focus initiative and product or brand awareness campaigns in the branch, in order to sensitize branch team to the needs of customer and CBQ corporate values.
Oversee the approval of all advances within the branch, in order to manage cash level and exposure in adherence to CBQ policy and standard.
Branch Performance Management
Monitor performance of the branch within area of responsibility against set of objectives through regular follow up of periodic result monitoring (daily, monthly, quarterly, and annually) in order to achieve target and drive operational excellence.
Monitor branch credit portfolio quality and follow up on the delays by implementing remedial action plan if necessary, in order to improve the credit portfolio quality.
Branch Customer Service
Manage and review CBQ branch service quality and implement immediate remedial action plans if necessary, in order to ensure high quality of services are readily provided to CBQ branch customer.
Monitor the management of CBQ branch customer complaints and queries, in order to ensure speedy and effective resolution to complaint and or query.
Manage branch initiatives to promote self-service channels by encouraging staff to educate customer use of alternative channels (ATMs, POS, Call Centre, SMS, IVR, Bank Direct etc), in order to drive optimization of services to improve profitability.
Branch Capability Building
Conduct periodic coaching and capability building programs for CBQ branch team, in order to drive team performance to achieve growth and profitability for the business.
Collect input from branch team and provide improvement suggestion for new or existing branch operation, in order to ensure all business opportunities and service quality are optimized.
Branch Reporting
Generate periodic and or ad-hoc reports about branch team, in order to provide visibility on the team’s achievement against established business target.
Change Management
Lead and direct the management of change through continuous improvement of departmental systems, processes and practices taking into account ‘international leading practice’, changes in international standards and changes in the business environment which demand proactive action plans.
Policies, Systems, Processes and Procedures
Develop and oversee the implementation of functional policies, procedures and controls in order to ensure that all activities are conducted in compliance with risk, audit, and regulatory requirements while delivering a quality, cost-effective service.
Quality, Health, Safety, and Environment
Ensure compliance to all relevant quality, health, safety and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, delivery of high quality products/service and a responsible environmental attitude.
MIS and Reports
Ensure that all departmental reports are prepared timely and accurately and meet CBQ department requirements, policies and standards.
Skills Education: Bachelor’s Degree, in Business-related major