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.