Branch Manager at NCBA Bank

Job Purpose Statement

To provide powerful branch and its agency (ies) (hereinafter called “branch”)) leadership, team development, excellent customer experience, deliver exceptional branch business growth & profitability.

Responsible for the day-to-day running of the branch, keeping high level of bank operations standards and management controls.

Key Accountabilities (Duties and Responsibilities)

Financial & Business Growth – 60%

• Formulate and implement strategic initiatives to increase new business and expand share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and report to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s appetite and collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling.
• Oversee borrowing and non-borrowing accounts to enhance loyalty, mitigate losses, and drive growth.
• Conduct product reviews and development based on market feedback, build competencies for competitive advantage, and perform market intelligence to identify trends, regulatory changes, and opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.

Internal Controls & Risk Management – 10%

• Ensure adherence to branch controls, security, processes, and BCP/disaster recovery protocols.
• Comply with NCBA policies, KYC, AML, and operational risk requirements.
• Maintain timely and accurate reports, manage cheque referrals, collect all due fees, and exercise strict cost control over staff, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly, conducting supervisory checks, and fulfilling custodian duties in line with procedures.

Customer Experience – 10%

• Deliver excellent customer service and meet business targets through strict TAT adherence and high service standards.
• Coordinate feedback initiatives, address complaints promptly, and ensure internal customer satisfaction aligned with NCBA values.
• Maintain high standards of branch appearance, ensure uptime of CDMs, ATMs, and channels, and engage customers during personal needs to build loyalty.

Brand, Product & Business Proposition – 10%

• Provide direction to branch staff on business objectives and market priorities based on analysis of local trends and competitor offerings.
• Ensure merchandising materials meet guidelines, brief staff on promotions, and track sales performance.
• Build relationships with key clients and influencers, support product specialists in marketing to local businesses, and represent the bank in marketing, CSR, and community events.
• Coordinate branding and signage with Marketing and Communications.

Learning, Growth & People Management – 10%

• Develop a high-performing, motivated team with a positive work environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Offer leadership, training, and guidance, ensuring effective resource planning and succession through leave programs and in-house training.
• Address performance, disciplinary, and grievance matters promptly. Ensure required learning hours are met through e-learning and internal programs.

Job Specifications

Academic: 

Bachelor’s degree in a business related field – Upper second or GPA 3.0.

Master’s Degree will be an added advantage.

Professional: 

AKIB or CPA (K), CSAPs.

Proficiency in computer use including MS Office tools and banking systems

Desired work experience:  

• Minimum 8 years’ working experience in a Banking environment, with sound exposure to Branch Operations, Credit Management and Business development, 4 of which should be at a management role; (2) within a branch operations role and at least two (4) within business development
• Proven track record of consistently exceeding set targets.
• Leadership skills
• Excellent Bank product knowledge

Job Dimensions

Balance sheet – Kes. <2Bn – 5Bn>

Reporting Relationships: jobs that report to this position directly and indirectly 

Direct Reports 

3-5

Indirect Reports 

4-7

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role

Internal 

• All branch staff
• All bank staff
• All other banks departments

External 

• Central bank
• Kenya bankers Association
• Other local banks
• Customers
• Service Providers

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role  

• Empowered to make managerial decisions.
• Signing Transactions within the approved limits.
• Credit assessment & approval at branch level.
• Approval of OMNI items.
• Approval of staff leave.
• Business lunch for customers within approved limits.
• Approval on costs within set budgets e.g. staff catering expenses, taxi expenses, facilities maintenance & overtime.
• Approval to spend on customer “recovery” within budgeted limit.
• Discretion on resource allocation within the branch under approved headcount for optimum productivity.

Work cycle and impact:  time horizon and nature of impact (Planning)(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year) 

• In charge of Branch Strategic Initiatives.
• Submission of weekly, monthly, quarterly and annual reports.
• Submission of monthly accountability reports.
• Branch leave management.
• Management of class room and E-Learning for self and other branch staff.

NCBA Bank Core Value Behaviours

Technical Competencies

Behavioral Competenies