Branch Manager

Key Responsibilities

Customer Service Excellence:

• Maintain and continuously improve customer service standards across the branch.
• Monitor customer complaints, identify trends and root causes, and implement corrective actions.
• Anticipate and meet customer needs through appropriate products and services.
• Ensure effective communication, including telephone etiquette and other service channels.

People Management:

• Inspire, motivate, and lead branch staff to achieve individual and team objectives.
• Foster a learning and development culture through coaching, mentoring, and performance feedback.
• Conduct regular performance appraisals, reward achievements, and manage disciplinary or grievance matters in line with company policies.
• Promote and model company values in all branch activities.
• Encourage staff engagement, resolve issues, and provide continuous feedback.

Sales & Business Development:

• Drive deposit growth, acquire new accounts, reactivate dormant accounts, and optimize deposit mix and balances.
• Maximize cross-selling opportunities and promote relevant banking products.
• Coach staff on product knowledge and support them in delivering value-added solutions.
• Monitor local market trends and customer segment needs to inform branch strategy.

Risk Management & Compliance:

• Ensure adherence to internal controls, company policies, and regulatory requirements.
• Identify, monitor, and mitigate risks affecting branch operations.
• Promote a culture that emphasizes compliance and the importance of internal controls.
• Maintain accurate record keeping and ensure proper completion of customer disclosures.
• Ensure adherence to limits of authority and system access controls.

Operational & Financial Management:

• Optimize branch revenue and control expenditures to ensure profitability.
• Streamline systems, processes, and controls for efficient service delivery.
• Safeguard branch assets and manage cash holdings in line with policies.
• Provide effective administrative oversight to support smooth branch operations.

Audit & Change Management:

• Support internal and external audit processes and ensure timely resolution of audit findings.
• Implement change management initiatives effectively and align staff with updated processes.

Qualification:

• Bachelor’s degree in Banking, Finance, Business Administration, or related field MBA is an added advantag
• Minimum 5years years’ experience in branch management or retail banking, preferably in savings and loans.
• Strong leadership, customer service, and sales management skills.
• In-depth knowledge of banking products, risk management, compliance, and local market trends.

Knowledge:

• Banking & Financial Products: Deep understanding of deposit products, loan types (Susu, personal, business), overdrafts, and other financial services offered by the institution.
• Branch Operations & Processes: Comprehensive knowledge of branch operational procedures, cash handling, account opening, reconciliation, and back-office processes.
• Risk Management & Internal Controls: Knowledge of enterprise risk management principles, operational and credit risk assessment, fraud prevention, and internal control frameworks.
• Regulatory & Compliance Requirements: Familiarity with Bank of Ghana regulations, Anti-Money Laundering (AML) and Counter Financing of Terrorism (CFT) standards, data protection, and other relevant banking regulations.
• Audit & Reporting: Understanding of audit procedures, regulatory reporting, management reporting, and compliance monitoring requirements.
• Customer Service & Market Dynamics: Knowledge of customer service best practices, market trends, customer behavior, and competitive landscape within the financial services sector.
• Human Resource & People Management: Awareness of staff supervision, performance management, coaching, motivation, and conflict resolution strategies.
• Technology & Systems: Proficiency in core banking systems, cash management software, and MS Office applications for operational and reporting purposes.

Technical:

• Branch Operations Management: Ability to oversee and optimize branch processes, including cash management, account operations, loan processing, and reconciliation.
• Risk Assessment & Mitigation: Proficiency in identifying, analyzing, and mitigating operational, credit, liquidity, and reputational risks at the branch level.
• Financial Management & Reporting: Skill in managing branch budgets, profitability, cost-to-income ratio, and preparing accurate financial reports and dashboards.
• Regulatory Compliance: Capability to implement and monitor adherence to Bank of Ghana regulations, internal controls, AML/CFT policies, and other regulatory requirements.
• Audit Readiness: Competence in preparing for internal and external audits, responding to audit queries, and implementing corrective actions.
• Sales & Business Development: Ability to drive branch growth by achieving deposit and loan targets, cross-selling financial products, and analyzing market opportunities.
• Technology & Systems Proficiency: Skilled in using core banking systems, transaction processing software, and MS Office for operational management, reporting, and analysis.
• Process Improvement & Change Management: Capability to evaluate branch processes, identify inefficiencies, implement improvements, and manage change initiatives effectively.
• Customer Service Management: Expertise in ensuring high- quality, compliant, and customer-focused service delivery, including handling escalations professionally.

Personality Competencies:

• Leadership & Influence: Ability to inspire, motivate, and guide staff towards achieving branch objectives and organizational goals.
• Integrity & Ethics: Demonstrates honesty, accountability, and adherence to ethical standards in all actions and decisions.
• Decision-Making & Problem Solving: Strong analytical and critical thinking skills to make informed decisions, solve problems effectively, and handle complex situations.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills; able to engage effectively with staff, customers, and stakeholders.
• Customer Orientation: Strong commitment to understanding and meeting customer needs, ensuring high-quality service delivery.
• Resilience & Adaptability: Ability to handle pressure, adapt to changing environments, and manage multiple priorities effectively.
• Teamwork & Collaboration: Works collaboratively with colleagues, peers, and management, fostering a positive and cohesive work environment.
• Attention to Detail: Maintains high accuracy and diligence in operational, financial, and administrative tasks.
• Professionalism: Exhibits poise, reliability, and a consistent professional demeanor in all interactions.

Managerial:

• Strategic Leadership: Ability to develop and implement branch strategies aligned with corporate objectives and market opportunities.
• Team Management & Development: Skilled in supervising, coaching, mentoring, and developing staff to achieve individual and team performance targets.
• Performance Management: Expertise in setting performance standards, conducting appraisals, providing constructive feedback, and managing underperformance effectively.
• Decision-Making & Problem Solving: Capable of making timely, informed decisions that balance operational efficiency, risk management, and business growth.
• Delegation & Resource Allocation: Ability to allocate tasks, responsibilities, and resources efficiently to maximize productivity and achieve targets.
• Change Management: Competence in leading and managing change initiatives, ensuring smooth adoption of new processes or systems.
• Conflict Resolution & Staff Engagement: Skilled in resolving interpersonal or operational conflicts, promoting a positive work
•  Business Planning & Execution: Ability to plan, monitor, and
• execute business plans, sales targets, and operational goals
• effectively.
•  Risk & Compliance Oversight: Ensures managerial decisions
• comply with regulatory requirements, internal controls, and
• company policies.

Behavioral Competencies:

• Accountability: Takes ownership of responsibilities, delivers on commitments, and accepts responsibility for outcomes.
• Integrity & Ethics: Demonstrates honesty, transparency, and ethical behavior in all interactions and decisions.
• Customer-Centric Mindset: Prioritizes customer satisfaction, anticipates customer needs, and consistently delivers high-quality service.
• Adaptability & Flexibility: Adjusts effectively to changing business environments, market conditions, and organizational priorities.
• Proactive & Results-Oriented: Demonstrates initiative, anticipates challenges, and works diligently to achieve targets and objectives.
• Collaboration & Teamwork: Builds positive working relationships, promotes cooperation, and encourages open communication across teams.
• Problem Solving & Critical Thinking: Approaches challenges analytically, evaluates alternatives, and implements practical solutions.
• Resilience & Stress Management: Maintains composure under pressure, manages stress effectively, and continues to perform in challenging situations.
• Continuous Learning & Development: Open to feedback, seeks opportunities to learn and grow, and encourages team development.

Performance indicator:

• Achievement of deposit growth and account acquisition targets
• High customer satisfaction and service quality metrics
• Staff performance, engagement, and development outcomes
• Compliance with risk management and audit requirements
• Branch profitability and operational efficiency

Location: Obuasi, Cape Coast, Techiman and Adum

Salary: Attractive