CBA Retail Manager job in Nairobi

RETAIL MANAGER Reports To: Regional Retail Manager Department:Personal Banking Division:Business Management
Job Purpose Statement
The purpose of this role is to drive and deliver exceptional retail business performance, through the provision of efficient business management, powerful leadership, team development and achievement service delivery excellence.
Key Responsibilities

• Business planning and growth (deposits and lending) as well as customer growth and retention
• Management information reporting and integrity
• Profit improvement and cost management
• Quality of service in branch service delivery.
• Minimization of exposures to and impact of operational risks inherent in branch service delivery
• Leadership which translates into conducive work environment and employee satisfaction at the branch.
• Branch structure and application of established policies, processes, procedures and tools in achieving compliance requirements, optimal efficiency, resource utilization and cost containment.

Main Activities
Financial Budgeting:

• Accountable for achieving annual sales and portfolio targets as cascaded from the business Management
• Monitoring of progress towards achieving targets is done on a regular basis, at least weekly.
• Prepare Business Plans and Strategy formulation and enhancing unit profitability.
• Schedule call meetings with the existing and target clients to create close relations and discuss cross selling opportunities in line with the banks focus.
• Ensure sales meetings are held to review sales progress and feedback is given and receive from the staff where necessary to improve performance.
  Service:
• Accountability for enhancement of customer experience. Ensure that the highest standards of Customer Service are provided to all clients.
• Participate actively in the implementation of the banks Customer service Quality initiatives
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• Appraise and promptly address customer issues /Complaints escalating as necessary to ensure timely resolution
• Ensure that self service delivery channels such as ATMs are managed to maximize their use and minimize down-time.
• Overall Accountability for in-branch Merchandising. Monitor Branch premises to ensure high standards of appearance are maintained to project the Bank’s image favorably.

People Management:

• Recommend reward allocations for staff, including bonus and pay increases.
• Performance Management/Disciplinary issues/Grievances for staff.
• Ensure adequate staff cover plan and Succession Planning in the branch is in place.
• Train, motivate and create good working environment for staff to ensure maximum productivity.

Risk Management & Cost Control:

• Sustain Operational risk management measures in the branch including Cash and Cheques reconciliation ,Security, Health & Safety Standards, Security, Anti- Fraud measures, KYC and Anti- Money Laundering checking procedures.
• Conduct regular quality checks on all processes focusing more on transactions of high financial values and reviewing the appropriate management control reports.
• Review and follow up on audit findings ( internal or external).
• Business Continuity plan implementation and disaster recovery co-ordination.
• Ensure compliance with Bank’s lending policies.
• Ensure disbursement of facilities as per the terms of offer.
• Schedule call meetings and review of account conduct to monitor proper utilization of disbursed funds.
• Management of borrowing and non-borrowing accounts under their code to enhance customer loyalty, militate against loss and enhance increased business.
• Active involvement and accountability for making purchase refund business decisions within set limits e.g. Sundry loss, Potential Losses, customer refunds. Can approve release of deceased funds within predetermined limit.
• Responsible for strict cost management in that branch i.e. reviewing all service provider quotations before the work can proceed. In addition, the Retail Manager is expected to conduct regular reviews of the following cost elements:
• Overtime approvals.
• Equipment maintenance.
• Stationary consumption/telephones etc.
• Sundry losses.
• Staff costs.

Brand, product and business proposition:

• Provide clear direction to branch staff on CBA business objectives, translating and prioritizing into business performance measures at branch level.
• Understand and provide clear direction to the branch based on market analysis of local area consumer trends and competitor offerings. Ensure that merchandising materials are displayed in accordance with guidelines.
• Brief staff on promotional and product launches; provide regular feedback on sales performance.
• Establish relationships with key clients or business influencers in the local area, including client entertainment within budget limits set by the business.
• Support product specialists and the sales team in marketing of group schemes and other products to local businesses.

Competence Requirements

• Leadership to nurture and sustain employee satisfaction; and to manage changes
• Performance Management to optimize employee productivity
• Selling skills to grow customer numbers and customer product uptake
• Relationship Management – managing client relationship so as to ensure value add to the customer and increase in the Bank’s wallet share
• Operational Risk Management skills to minimize exposures to and impact of operational risks inherent in branch service delivery
• Organization development to effectively structure the Branch Banking functions for optimal performance
• Knowledge and experience in modern service delivery practices in medium to large banks to provide guidance on quality improvements and operational changes
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Ability of effectively plan and monitor the branch performance using defined system and processes
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.

Qualifications and Experience Requirements

• University Degree – Upper second or GPA 3.0.
• Proficiency in computer use including MS Office tools and banking systems
• At least 7 years banking experience some of which should be in a sales or relationship management role and some within a branch operations role

How to Apply
If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role, quoting the Job Title as the subject of your email to: jobs.cba@cbagroup.com by the 2/3/2013.
Only shortlisted candidates will be contacted.
+We are an equal opportunity employer, and do not ask individuals to supply funds as part of the recruitment process.