Branch Manager

We are seeking an experienced and results-driven Branch Manager to lead branch operations, drive business growth, deliver exceptional customer experiences, and develop high-performing teams. The role is responsible for achieving sales, service, operational, and people leadership objectives while ensuring compliance with bank policies and regulatory requirements. Key Responsibilities Lead and manage the branch to achieve sales, service, operational, and people leadership objectives. Achieve and exceed branch sales targets across retail banking products, including CASA, lending, wealth, insurance, and other retail products. Identify and develop new business opportunities within the branch s market area. Ensure accurate and compliant onboarding of new customers. Drive a customer-first culture focused on service excellence and relationship management. Accountable for branch service KPIs, including Net Promoter Score (NPS), Right First Time (RFT), Service Request turnaround times, complaint resolution within SLA, and Mystery Shopping scores. Monitor branch performance and implement corrective actions to improve service delivery and customer satisfaction. Oversee customer complaint management, ensuring timely resolution, root cause analysis, and compliance with regulatory requirements. Ensure all branch activities comply with policies, operational risk controls, KYC, AML, and regulatory requirements. Manage branch operations, including cash management, vault custody, safe deposit lockers, and security protocols. Maintain audit readiness and support successful internal and external audits. Lead, coach, and develop branch employees to achieve sales and service objectives. Drive accountability through performance management and employee development initiatives. Identify training needs and ensure completion of mandatory learning requirements. Monitor attendance, productivity, and workforce performance to ensure consistent service standards. Collaborate with internal stakeholders across Operations, Risk, Compliance, Customer Experience, Marketing, Product, and Digital Banking teams. Support regional business plans and service improvement initiatives. Represent the bank within the local community to strengthen brand presence and business opportunities.

Desired Candidate Profile

Bachelor s degree in Banking, Business Administration, Finance, or a related field. Minimum 10 years of experience within the banking industry. At least 5 years of experience in Branch Management or a similar leadership role. Proven track record in delivering sales targets, customer service excellence, and operational compliance. Strong leadership, people management, and stakeholder engagement skills. Sound knowledge of retail banking operations, regulatory requirements, KYC, and AML frameworks. Excellent communication, problem-solving, and decision-making abilities. Preferred / Beneficial Experience leading large frontline banking teams. Strong understanding of customer experience management and service quality frameworks. Demonstrated ability to drive business growth while maintaining high operational standards. Experience managing branch performance in a fast-paced retail banking environment.