Job purpose

To provide powerful branch and agency(ies) leadership, promote team development, deliver an excellent customer experience, and achieve exceptional branch business growth and profitability.

The Branch Manager is responsible for the day-to-day running of the branch, maintaining high bank operational standards and ensuring effective management controls.

Responsibilities or duties

Key accountabilities

Financial and business growth – 60%

• Formulate and implement strategic initiatives to secure new business and expand the share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and submit reports to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s risk appetite.
• Collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling opportunities.
• Oversee borrowing and non-borrowing accounts to enhance customer loyalty, mitigate losses, and drive business growth.
• Conduct product reviews and support product development based on market feedback.
• Build competencies that provide the branch with a competitive advantage.
• Conduct market intelligence to identify trends, regulatory changes, and emerging opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.

Internal controls and risk management – 10%

• Ensure adherence to branch controls, security requirements, processes, and business continuity planning and disaster recovery protocols.
• Comply with NCBA Bank policies, Know Your Customer (KYC), Anti-Money Laundering (AML), and operational risk requirements.
• Maintain timely and accurate reports.
• Manage cheque referrals and ensure all due fees are collected.
• Exercise strict cost control over staff expenses, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly.
• Conduct supervisory checks and fulfil custodian duties in accordance with established procedures.

Customer experience – 10%

• Deliver excellent customer service and meet business targets through strict adherence to turnaround times and high service standards.
• Coordinate customer feedback initiatives.
• Address customer complaints promptly.
• Ensure internal customer satisfaction in alignment with NCBA Bank’s values.
• Maintain high standards regarding the branch’s appearance.
• Ensure the uptime of cash deposit machines, ATMs, and other service channels.
• Engage with customers during personal needs to strengthen loyalty.

Brand, product and business proposition – 10%

• Provide direction to branch staff regarding business objectives and market priorities based on an analysis of local trends and competitor offerings.
• Ensure merchandising materials comply with the bank’s guidelines.
• Brief staff on promotions and track sales performance.
• Build relationships with key clients and influencers.
• Support product specialists in marketing products and services to local businesses.
• Represent the bank at marketing, corporate social responsibility, and community events.
• Coordinate branch branding and signage with the Marketing and Communications teams.

Learning, growth and people management – 10%

• Develop a high-performing and motivated team within a positive working environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Provide leadership, training, guidance, and support to branch employees.
• Ensure effective resource planning and succession through leave programmes and in-house training.
• Address performance, disciplinary, and grievance matters promptly.
• Ensure required learning hours are completed through e-learning and internal programmes.

Qualifications or requirements

Job specifications

Academic qualifications

• Bachelor’s degree in a business-related field with an Upper Second classification or GPA of 3.0.
• A master’s degree will be an added advantage.

Professional qualifications and knowledge

• AKIB or CPA (K), CSAPs.
• Proficiency in computer applications, including Microsoft Office tools and banking systems.

Experience needed

Desired work experience

• Minimum of eight years’ working experience in a banking environment, with sound exposure to branch operations, credit management, and business development.
• Four years of the required experience should be in a management role.
• Two (2) years should be within a branch operations role.
• At least two (4) years should be within business development, as stated in the supplied description.
• Proven track record of consistently exceeding set targets.
• Strong leadership skills.
• Excellent knowledge of banking products.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Job dimensions

Balance sheet: KES 2 billion–5 billion.

Reporting relationships

Direct reports

• 3–5 employees.

Indirect reports

• 4–7 employees.

Stakeholder management

The position holder will be required to liaise and work with the following stakeholders to succeed in the role:

Internal stakeholders

• All branch staff.
• All bank staff.
• All other bank departments.

External stakeholders

• Central Bank.
• Kenya Bankers Association.
• Other local banks.
• Customers.
• Service providers.

Decision-making authority, mandates and constraints

The position holder will be empowered to:

• Make managerial decisions.
• Sign transactions within approved limits.
• Conduct credit assessment and approval at the branch level.
• Approve OMNI items.
• Approve staff leave.
• Approve business lunches for customers within established limits.
• Approve costs within set budgets, including staff catering expenses, taxi expenses, facilities maintenance, and overtime.
• Approve expenditure on customer “recovery” within the budgeted limit.
• Exercise discretion regarding resource allocation within the branch’s approved headcount to achieve optimum productivity.

• Formulate and implement strategic initiatives to secure new business and expand the share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and submit reports to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s risk appetite.
• Collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling opportunities.
• Oversee borrowing and non-borrowing accounts to enhance customer loyalty, mitigate losses, and drive business growth.
• Conduct product reviews and support product development based on market feedback.
• Build competencies that provide the branch with a competitive advantage.
• Conduct market intelligence to identify trends, regulatory changes, and emerging opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.
• Ensure adherence to branch controls, security requirements, processes, and business continuity planning and disaster recovery protocols.
• Comply with NCBA Bank policies, Know Your Customer (KYC), Anti-Money Laundering (AML), and operational risk requirements.
• Maintain timely and accurate reports.
• Manage cheque referrals and ensure all due fees are collected.
• Exercise strict cost control over staff expenses, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly.
• Conduct supervisory checks and fulfil custodian duties in accordance with established procedures.
• Deliver excellent customer service and meet business targets through strict adherence to turnaround times and high service standards.
• Coordinate customer feedback initiatives.
• Address customer complaints promptly.
• Ensure internal customer satisfaction in alignment with NCBA Bank’s values.
• Maintain high standards regarding the branch’s appearance.
• Ensure the uptime of cash deposit machines, ATMs, and other service channels.
• Engage with customers during personal needs to strengthen loyalty.
• Provide direction to branch staff regarding business objectives and market priorities based on an analysis of local trends and competitor offerings.
• Ensure merchandising materials comply with the bank’s guidelines.
• Brief staff on promotions and track sales performance.
• Build relationships with key clients and influencers.
• Support product specialists in marketing products and services to local businesses.
• Represent the bank at marketing, corporate social responsibility, and community events.
• Coordinate branch branding and signage with the Marketing and Communications teams.
• Develop a high-performing and motivated team within a positive working environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Provide leadership, training, guidance, and support to branch employees.
• Ensure effective resource planning and succession through leave programmes and in-house training.
• Address performance, disciplinary, and grievance matters promptly.
• Ensure required learning hours are completed through e-learning and internal programmes.

• Strong leadership skills.
• Excellent knowledge of banking products.
• Proficiency in computer applications, including Microsoft Office tools and banking systems.

• Bachelor’s degree in a business-related field with an Upper Second classification or GPA of 3.0.
• A master’s degree will be an added advantage.
• AKIB or CPA (K), CSAPs.