Branch Manager at Mukuru

Branch Manager

• The Branch Manager reports directly to the Regional Manager.
• This dynamic leadership role is responsible for ensuring the smooth and professional execution of foreign exchange transactions, while inspiring and empowering a team of Forex Consultants and Mukuru Ambassadors.
• The Branch Manager is the heartbeat of the branch, managing both the financial integrity of the safes and delivering an exceptional customer experience.
• This role is pivotal in maintaining operational excellence and team cohesion, as well as being the first point of contact for resolving both customer and staff-related issues.
• Internal liaison takes place with the branch staff; external liaison involves engaging with our valued customers and key service providers.

Minimum Requirements

• To succeed in this role, you will need a solid understanding of foreign exchange processes, exchange control regulations, FICA and AML compliance, as well as Reserve Bank policies.
• Knowledge of branch operations, cash handling, and HR principles is essential.
• You should possess strong multitasking and administrative skills, be computer literate, and communicate effectively both verbally and in writing.
• Attention to detail, conflict management, and excellent interpersonal skills are key in leading a high-performing team.
• A minimum of 3 years’ experience as a Forex Consultant is essential, along with a Grade 12 qualification or equivalent.
• Proficiency in a relevant local language such as Shona, Chewa, or another is also required for engaging effectively with our customer base.

Key Responsibilities

Branch Operations Management:

• You’ll ensure that the branch opens and closes securely, with all systems, alarms, and equipment functioning correctly.
• You'll also ensure the branch remains professional in appearance and fully stocked with the necessary supplies.

Safe Management:

• Managing the safe and the secure handling of money is a critical part of the role.
• You'll ensure the safes are opened and closed according to protocol, all cash is correctly counted and reconciled, and any discrepancies are investigated and reported.

Cash Issuance & Control:

• You’ll handle additional stock or float requests during the day, issuing funds accurately and ensuring everything is correctly captured in the system with the proper documentation.

Stock & Logistics Coordination:

• This involves liaising with security services such as Fidelity Guards, receiving stock and deposits, processing them on the system, and storing everything safely with accurate records and notifications.

Customer Service & Issue Resolution:

• You’ll act as the go-to person for customer complaints and ensure that issues are resolved professionally, calmly, and in a timely manner.
• When needed, unresolved concerns will be escalated to the Regional Manager.

Team Leadership:

• You’ll lead and support Forex Consultants and Mukuru Ambassadors, offer on-the-job training, conduct spot checks, guide transactions, and resolve minor HR issues. Major staff matters will be escalated accordingly.

Client Support Duties:

• At times, you may assist with transactions, provide remittance support, issue bank statements or confirmation letters, and help walk-in customers with any service-related concerns.

Knowledge Mastery & Training Compliance:

• You’ll need to keep up with the ICFX system and complete all daily, monthly, and quarterly training quizzes and assignments to maintain system proficiency and compliance knowledge.

Performance Management:

• You will conduct regular check-ins with your team, coach and mentor them, monitor key performance indicators, manage leave approvals, and ensure compliance with company policies.

Self-Development:

• As a Branch Manager, you’re expected to monitor your own targets, attend monthly performance meetings, and actively engage in professional development initiatives.