Branch Manager at Nedbank

Job Purpose

To manage and lead staff in a branch to meet service and sales objectives whilst ensuring compliance to processes and procedures to prevent risk and ensuring alignment to the Financial and service objectives of the Business Unit.

Job Responsibilities

• Control expenses and action financial reports

• Ensure cost management and branch profitability by managing retail product mix and apply branch profitability leavers

• Drive the achievement of sales and operational targets through observations, monitoring, tracking progress, performance management and doing daily check in/out

• Achieve Main Banked objectives through client acquisition, retention and cross sell

• Execute Business strategies, sales campaigns and marketing initiatives. Manage Branch asset register

• Deliver optimum client service by identifying branch capacity needs and requirements

• Ensure sound relationships are developed and maintained with stakeholders and clients.

• Ensure world class client experience through available systems and appropriate client needs analysis.

• Ensure digital migration and education of clients.

• Educate staff on Service Charter and ensure service history cards are updated with Service failure

• Manage client comments, complaints, compliments appropriately.

• Increase client acquisition and fulfilment by reinforcing a service culture, and corporate image compliance.

• Execute on Branch business plan through capacity planning.

• Ensure clear roles and responsibilities linked to each specific role.

• Ensure Branch Risk Observation Training Analysis (BROTA) objectives are met.

• Ensure business continuity through the Living Disaster Recovery Planning System (LDRPS).

• Mitigate operational and reputational risk through enforcing legislative requirements and compliance.

• Ensure staff adherence to cash management processes.

• Analyse and do weekly spot checks on client management system (CMS) in relation to sales claimed and target achieved.

• Ensure staff adhere to data quality standards and take corrective action where required.

• Recommend process improvements and ensure a client centric environment.   

• Achieve business unit goals through capacity management.

• Manage and track staff performance and apply corrective action where applicable.

• Mentor and coach staff on identified performance gaps.

• Support the achievement of the business strategy, objectives and values

• Stay abreast of developments in field of expertise.

• Ensure personal growth and enable effectiveness in performance of roles and responsibilities

• Ensure staff attend relevant training to drive client centric behaviours.

• Ensure transformational target are met.

• Embed and role model the desired Nedbank Culture and coach others to live in support of the culture.

• Participate and support corporate responsibility initiatives for the achievement of business strategy

• Seek opportunities to improve business processes, models and systems by embracing agile principles.

Minimum Experience Level

2 years experience in a client facing retail sales environment and 2 years experience in people management

Preferred Qualification

Relevant commercial degree (i.e. B. Comm).

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

• Advanced Diplomas/National 1st Degrees

Preferred Certifications

FAIS certification/ registration mandatory.

Type of Exposure

• Managing a team of people

• Managing legal risks Networking and building relationships

• Building / leading a team

• Leading a sales force

• Selling financial products

• Leading a service team

• Developing others

• Implementing strategies for overcoming barriers to change

• Building relationships

• Observing team members behaviour to identify competency gaps

• Conducting gap analysis

• Conducting a needs analysis

• Drafting reports

• Creating a sales plans

• Conducting performance appraisal interviews

• Conducting performance feedback meetings

• Communicating job requirements and performance standards to others

• Modelling and encourage a corporate culture

Technical / Professional Knowledge

• Accounting principles

• Banking procedures

• Business writing

• Change management

• Coaching principles

• Competitor analysis

• Consumer behaviour

• Governance, Risk and Controls

• Microsoft Office

• Nedbank policies and procedures

• Nedbank systems

• Nedbank vision and strategy

• Operations planning

• Performance management

• Principles of project management

• Recruitment and selection

• Sales data analysis

• Selling techniques

• Nedbank culture

• Nedbank products

• Business analysis

• Customer service principles

• Human Resources systems knowledge

Behavioural Competencies

• Coaching

• Customer Focus

• Driving for Results

• Making Sales Operations Decisions

• Creating a Service Reputation

• Creating a Culture of Trust

• Driving Successful Customer Engagements

• Adaptability