Title:  Branch Manager: Independence Avenue

People Specification

Job Purpose

Leadership Pipeline

Manager of Others

Job Responsibilities

• Drive team performance to achieve targeted product, service, revenue, and client management objectives as measured through relevant systems and contribution metrics.
• Ensure achievement of quality, service, and turnaround standards through effective application of approved systems, processes, procedures, and protocols.
• Understand clients' business, personal, and household needs and support the delivery of tailored financial solutions and exceptional client service.
• Build, maintain, and oversee strong client relationships across low to high-value portfolios, ensuring relevant, client-centric engagement and positioning the bank as the preferred financial partner.
• Lead teams to identify sales and solution opportunities, deepen client relationships, and create client advocates.
• Support and monitor quality client engagements and ensure prompt resolution of escalated client complaints.
• Apply and enforce the bank's risk, credit, compliance, and governance requirements, including completion of mandatory compliance training and ensuring team adherence.
• Manage client expectations in line with risk and credit policies while ensuring compliance with all relevant standards and regulatory requirements.
• Continuously improve team efficiency, effectiveness, operational performance, and service delivery through business optimisation initiatives and process improvements.
• Ensure timely execution of tasks, responsibilities, and client activities assigned through relevant business systems.
• Monitor team performance through regular reviews of work outputs and deliverables, implementing corrective action where required.
• Coach, mentor, and develop employees by identifying performance gaps, providing ongoing feedback, and tracking improvement plans.
• Create and maintain a collaborative, high-performance environment that promotes teamwork, knowledge sharing, engagement, and informed decision-making.
• Build and sustain a capable workforce through effective recruitment, onboarding, retention, training, and succession planning practices.
  Ensure team members understand, demonstrate, and uphold the organisation's vision, values, client-centric principles, and service culture.
• Stay abreast of industry developments and stakeholder expectations to enhance team capability and business performance.
• Drive transformation, diversity, and inclusion objectives through equitable people practices, supplier utilisation, talent management, and culture-building initiatives.
• Participate in and act on culture survey feedback, implementing action plans that strengthen employee engagement and organisational performance.
• Promote and support corporate social responsibility and community initiatives by encouraging active employee participation.

Essential Qualifications - NQF Level

Preferred Qualification

Bachelor's Degree in Business/ Finance/Commerce or Certified Associate of the Institute of Bankers, or NQF7 equivalent

Minimum Experience Level

• Minimum seven years' banking experience
• At least two years retail branch leadership experience

Technical / Professional Knowledge

Behavioural Competencies