Branch Manager – Hurlingham

Absa Bank Kenya PLC is a prominent financial institution established in 1916, providing banking and financial services in Nairobi, Kenya.

The Branch Manager will be responsible for driving significant business growth and profitability within the branch by implementing strategic initiatives and diligently monitoring performance. This includes managing portfolio risks in line with the bank’s appetite, collaborating with other business functions for cross-selling opportunities, and conducting market intelligence to identify new opportunities, customer trends, and regulatory changes. The manager will also ensure high standards of operational rigor, strict adherence to bank policies and guidelines, and compliance with all regulatory requirements, while fostering a high-performance culture among the branch team.

1. Implement strategic business initiatives and ensure alignment with the bank's overall growth, transformation, and returns objectives.
2. Monitor branch business performance diligently and adjust execution strategies as needed.
3. Manage branch portfolio risks in accordance with the bank’s risk appetite.
4. Collaborate with regional management and product development teams to review and develop products based on market feedback.
5. Coordinate with other business functions like CIB, Asset Finance, and Bancassurance to maximize cross-selling opportunities.
6. Conduct market intelligence to identify new opportunities, customer trends, and regulatory changes.
7. Manage customer accounts to enhance loyalty and retention.
8. Develop staff potential and create new competencies for competitive advantage.
9. Lead the branch team to achieve customer retention, transaction migration to alternate channels, balance sheet growth, and new acquisitions, including participating in sales activations.
10. Build strong relationships with top clients and business influencers in the local area.
11. Provide regular performance feedback to staff.
12. Give clear direction and guidance on business objectives, translating them into measurable performance targets.
13. Ensure adherence to proper controls, processes, and procedures as per Absa bank policies.
14. Ensure the branch opens and closes according to regulatory timelines, with operations staff ready to serve customers.
15. Maintain the branch's physical appearance according to Absa bank standards.
16. Ensure adherence to Absa Bank’s policies for all products and solutions, including KYC & AML processes for new business.
17. Review, sign off, and file all relevant system reports promptly as per Absa Records Management policy.
18. Remain vigilant against financial crime, assisting in combating it by identifying customers, knowing your customer, reporting suspicions, obtaining correct supporting documents, and safeguarding records.
19. Work with the Branch Operation Lead (BOL) to manage branch costs, including expenditure, equipment maintenance, overtime, stationery, utilities, staff costs, and sundry losses.
20. Ensure compliance with operational, security, controls, and process risk requirements to prevent losses and fraud.
21. Achieve a minimum satisfactory audit rating through continuous assessment and prompt closure of audit exceptions.
22. Obtain relevant approvals for all transactions as per laid down policies.
23. Ensure the branch complies with all regulatory requirements, including licenses.
24. Collect all fees and commissions due to the bank.
25. Drive quality sales by addressing unfunded accounts, uncollected credit cards, and delinquency.
26. Adhere to data privacy policies at all times.
27. Maintain excellent customer experience and achieve set turnaround times (TAT).
28. Appraise and act promptly on customer issues/complaints, escalating as necessary.
29. Ensure strict adherence to TAT for responding to customer queries via phone, email, or letters.
30. Keep customer data up to date.
31. Maintain branch NPS scores as per set standards.
32. Coordinate initiatives to gather customer feedback on service standards and advise leadership for improvements.
33. Provide leadership in customer experience at the branch.
34. Monitor counter service to ensure acceptable customer waiting times.
35. Build and develop a high-performing and motivated staff team through a conducive work environment, teamwork, duty rotations, and succession opportunities.
36. Assist in resource planning, setting performance objectives, and providing regular feedback for direct reports.
37. Provide leadership, training, coaching, and mentoring to branch staff.
38. Effectively manage, mobilize, and coordinate branch resources (staff, equipment, safe environment).
39. Ensure self and direct reports complete assigned e-learning and internal training within timelines.
40. Determine and manage Training Needs Analysis and Succession plans for direct reports and their staff.
41. Manage performance, disciplinary issues, and grievances for branch staff.
42. Manage leave and sickness.

1. A university degree in a relevant discipline; postgraduate qualifications are an added advantage.
2. At least 5 years of experience in Banking/Financial Services, with a minimum of 3 years in branch management and a proven track record.
3. Prior experience in the banking industry, including supervisory or managerial positions.
4. Strong leadership, managerial, and interpersonal skills to effectively lead, motivate teams, collaborate, and drive change.
5. Effective communication skills, problem-solving abilities, and capacity to motivate and develop staff.
6. Solid understanding of financial products and services, including lending procedures, investment options, regulatory compliance, risk management, and customer relationship management.
7. Proven track record of achieving sales targets and ability to drive sales.
8. Good understanding of banking regulations, compliance requirements, and risk management practices.
9. Up-to-date knowledge of competitor and market activity in the local area.
10. Detailed working knowledge of operational and credit risk policies and procedures for Retail and Business Banking segments.
11. Proficiency in computerized banking applications and spreadsheets.
12. Strong conceptual and analytical skills, with keen attention to detail.
13. Ability to anticipate and mitigate risk by implementing appropriate risk management policies.
14. Thorough understanding of regulatory issues, reporting, and operational requirements from CBK, KBA, KRA, etc.
15. Good knowledge of personal and business credit underwriting and portfolio management.
16. Good knowledge of International Accounting and Audit Standards, and Legislation.
17. Excellent knowledge of all bank operations, processes, policies, and procedures to ensure compliance.
18. Results and achievement-oriented, with the ability to plan and monitor branch performance.
19. Capability to identify, nurture, and grow talent, mentor, and manage change.
20. Well-developed oral and report-writing skills.
21. Strong negotiation and selling skills.
22. Leadership skills, team building, and ability to train, develop, and lead motivated teams.
23. High personal ethics, honesty, fairness, and integrity.
24. Ability to manage colleague and client relationships to ensure excellent customer experience and increase the bank's share of wallet.
25. Conscious of and able to protect and enhance the bank's reputation.