Branch Manager, Zanzibar

• Career opportunity: Branch Manager, Zanzibar
• Organization:
• NCBA Bank
• Zanzibar
• Requisition ID:
• 4299

Job Purpose

• To provide powerful branch and agency(ies) leadership, promote team development, deliver an excellent customer experience, and achieve exceptional branch business growth and profitability.
• The Branch Manager is responsible for the day-to-day running of the branch, maintaining high bank operational standards and ensuring effective management controls.

Key Accountabilities

• Financial and business growth – 60%
• Formulate and implement strategic initiatives to secure new business and expand the share of wallet from existing clients.
• Monitor branch performance, maintain accurate records, and submit reports to the Regional Branch Manager and relevant Business Heads.
• Manage portfolio risks in line with the bank’s risk appetite.
• Collaborate with functions such as Asset Finance, Commercial Banking, Consumer Banking, Direct Sales, Bancassurance, and Securities to maximize cross-selling opportunities.
• Oversee borrowing and non-borrowing accounts to enhance customer loyalty, mitigate losses, and drive business growth.
• Conduct product reviews and support product development based on market feedback.
• Build competencies that provide the branch with a competitive advantage.
• Conduct market intelligence to identify trends, regulatory changes, and emerging opportunities.
• Prepare and review the branch’s annual strategy and geographic strengths.
• Internal controls and risk management – 10%
• Ensure adherence to branch controls, security requirements, processes, and business continuity planning and disaster recovery protocols.
• Comply with NCBA Bank policies, Know Your Customer (KYC), Anti-Money Laundering (AML), and operational risk requirements.
• Maintain timely and accurate reports.
• Manage cheque referrals and ensure all due fees are collected.
• Exercise strict cost control over staff expenses, catering, overtime, maintenance, stationery, and sundry losses.
• Aim for satisfactory audit ratings by closing exceptions promptly.
• Conduct supervisory checks and fulfil custodian duties in accordance with established procedures.
• Customer

Experience

• – 10%
• Deliver excellent customer service and meet business targets through strict adherence to turnaround times and high service standards.
• Coordinate customer feedback initiatives.
• Address customer complaints promptly.
• Ensure internal customer satisfaction in alignment with NCBA Bank’s values.
• Maintain high standards regarding the branch’s appearance.
• Ensure the uptime of cash deposit machines, ATMs, and other service channels.
• Engage with customers during personal needs to strengthen loyalty.
• Brand, product and business proposition – 10%
• Provide direction to branch staff regarding business objectives and market priorities based on an analysis of local trends and competitor offerings.
• Ensure merchandising materials comply with the bank’s guidelines.
• Brief staff on promotions and track sales performance.
• Build relationships with key clients and influencers.
• Support product specialists in marketing products and services to local businesses.
• Represent the bank at marketing, corporate social responsibility, and community events.
• Coordinate branch branding and signage with the Marketing and Communications teams.
• Learning, growth and people management – 10%
• Develop a high-performing and motivated team within a positive working environment.
• Set performance objectives, conduct appraisals, and provide regular feedback.
• Provide leadership, training, guidance, and support to branch employees.
• Ensure effective resource planning and succession through leave programmes and in-house training.
• Address performance, disciplinary, and grievance matters promptly.
• Ensure required learning hours are completed through e-learning and internal programmes.
• Job specifications
• Academic qualifications
• Bachelor’s degree in a business-related field with an Upper Second classification or GPA of 3.0.
• A master’s degree will be an added advantage.
• Professional qualifications and knowledge
• AKIB or CPA (K), CSAPs.
• Proficiency in computer applications, including Microsoft Office tools and banking systems.
• Desired work
• Minimum of eight years’ working
• in a banking environment, with sound exposure to branch operations, credit management, and business development.
• Four years of the required
• should be in a management role.
• Two (2) years should be within a branch operations role.
• At least two (4) years should be within business development, as stated in the supplied description.
• Proven track record of consistently exceeding set targets.
• Strong leadership skills.
• Excellent knowledge of banking products.
• Job dimensions
• Balance sheet:
• KES 2 billion–5 billion.
• Reporting relationships
• Direct reports
• 3–5 employees.
• Indirect reports
• 4–7 employees.
• Stakeholder management
• The position holder will be required to liaise and work with the following stakeholders to succeed in the role:
• Internal stakeholders
• All branch staff.
• All bank staff.
• All other bank departments.
• External stakeholders
• Central Bank.
• Kenya Bankers Association.
• Other local banks.
• Customers.
• Service providers.
• Decision-making authority, mandates and constraints
• The position holder will be empowered to:
• Make managerial decisions.
• Sign transactions within approved limits.
• Conduct credit assessment and approval at the branch level.
• Approve OMNI items.
• Approve staff leave.
• Approve business lunches for customers within established limits.
• Approve costs within set budgets, including staff catering expenses, taxi expenses, facilities maintenance, and overtime.
• Approve expenditure on customer “recovery” within the budgeted limit.
• Exercise discretion regarding resource allocation within the branch’s approved headcount to achieve optimum productivity.
• Work cycle and impact
• The position involves planning across the following time horizons: less than one week; two weeks; two weeks to one month; one to three months; three to six months; six to twelve months; and above one year.
• The position holder will be responsible for:
• Managing branch strategic initiatives.
• Submitting weekly, monthly, quarterly, and annual reports.
• Submitting monthly accountability reports.
• Managing branch leave.
• Managing classroom and e-learning programmes for themselves and other branch staff.
• NCBA Bank core value behaviours
• The required proficiency level for each core value behaviour is
• Intermediate
• :
• Driving for results.
• Selling the vision.
• Fostering collaboration.
• Building trust.
• Openness.
• Empowerment and delegation.
• Business savvy.
• Responsiveness.
• Coaching and developing others.
• Building organizational talent.
• Technical competencies
• No technical competencies were listed under this section in the supplied description.
• Behavioral competencies
• No behavioral competencies were listed under this section in the supplied description.
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• Method of Application
• Submit your CV and Application on Company Website : Click Here
• Closing Date : 25th August, 2026.
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