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Branch Manager (Savings and Loans)

Full Time


The Branch Manager is responsible for sales, service, operating budget, profitability and operational integrity of the branch. S/He is the custodian of the CUSTOMER in the branch and shall ensure excellent customer experience in a secure environment whilst ensuring maximum outreach and sustainability of the company. S/He will ensure we achieve our digital-forward agenda and represent the company’s brand in the branch catchment area. The holder of this role reports to the Operations Manager


Customer Experience

Ensure that customer service standards are maintained in line with the requirements of each market segment.
Ensure that customer complaints are monitored, reported, trends and root causes identified and addressed at source to prevent recurrence.
Ensure that customer needs are anticipated and met through provision of appropriate products and services via the most suitable channel.
Ensure that best processes are implemented and sustained in the branch and managed effectively.
Ensure that we are primarily serving our customers via digital channels that will make their lives easier and ensure the efficient and affordable delivery of financial services.
Ensure efficient and effective resourcing (people and systems) to meet customer needs.
Ensure the branch staff are obsessed with our customers – understanding them and providing solutions to their underlying needs.

Sales Management

Develop and implement market penetration programs including market activation, promotions, with the view to widen the branch’s reach within its catchment area.
Develop micro market sales plans to achieve responsive sales budgets/targets for branch.
Gain a sound understanding of the different local market segments in the branch’s area of operation.
Keep up to date with changes and developments in the local market/area.
Manage and track sales leads and provide coaching and feedback to the team.
Coach the sales team on product knowledge and making the most of cross-selling opportunities.
Assist employees within the branch in generating meaningful and value-added customer solutions, thereby achieving maximum business development.
Develop and leverage on networks of influencers within catchment area for the ultimate benefit of Affinity and our customers.


  • Ensure the cost of running the Hub is optimal to generate the required value for the business.
  • Manage the Hub to meet improve overall profitability and achieve required financial performance metrics to be determined from time to time.
  • Ensure the balance sheet is optimal to generate the required revenues
  • Minimize loan losses to improve profitability


  1. Comprehensive knowledge of banking policies and procedures relating to all areas under control
  2. Knowledge of retail and business (SME) banking
  3. Knowledge of business economics and financial management principles and practice
  4. Knowledge of risk management and credit principles, including group dynamics
  5. Knowledge of Operational processes
  6. Ability to use MS Office applications– Word, Excel & PowerPoint
  7. An extensive understanding of the banking environment
  8. Ability to coach and motivate staff for high performance
  9. Ability to manage stakeholders – both internal and external.
  10. Passionate about financial inclusion through use of digital technologies
  11. Digitally savvy and curious about technology


  • Bachelor’s Degree in accounting, Finance, Administration, or related field
  • Three (3) years’ experience in bank branch management
  • 3 years or more experience and training in managing and supervising branch operations gained from a service oriented, banking, or similar industry background


Banking / Savings and Loans Experience(Required)
Have you ever worked in a Bank or Savings & Loans company before? DO NOT LIE.
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