Job Purpose 

Lead, direct and coordinate the overall strategy and activities of bank’s distribution Business by monitoring the overall development and achievement of profit targets, understanding the needs of each individual customers' segments, identifying new product and market opportunities, monitoring customer service standards and ensuring efficient transaction processing to position the bank as the market leader in the Retail segment.

Responsibilities/Key Deliverables

1. Drive and execute the bank’s growth strategy by supporting branch and E-channel teams in growing their balance sheets and income statements within the acceptable risk and quality.
2. Develop strategies aimed at minimizing cost whilst ensuring service standards at branches are not compromised.
3. Track the performance of branches and all Alternative banking channels and ensure that a BCP is in place.
4. Continuously engage branch leadership to ensure maximum utilization of all the channels.
5. Aggressively follow up on branches to assist in monitoring and tracking SLAs and TAT in conjunction with the Customer Experience team.
6. Support branches to mine the ecosystems across the business segments to support the
7. Assist in closing Audit and compliance issues and help branches achieve a satisfactory rating.
8. Continuously ensure that the branches are operating within the agreed framework at all times.
9. Liaise with the Security Department on matters affecting security and safety at the branches.
10. Ensure that normal branch operations are tracked and daily/weekly/ monthly reports are submitted in a timely manner.
11. Develop a strong customer service culture in the branch operations team aimed at customer retention and referrals.
12. Collaborate with various product, credit, operations, and functional teams to improve customer service delivery through turnaround times, service level agreements, and process improvements.
13. Use customer interactions as opportunities to market/cross-sell Bank products.
14. Ensure proper maintenance of branch premises and equipment in line with the corporate image.
15. Ensure Employee engagement, satisfaction, and retention by clearly defining and championing the bank's vision and direction.
16. Build and develop high-performance teams committed to the bank's business strategy.
17. Prepare business cases for new branch locations.
18. Act as a link between the Head office and the Branches by liaising with other business managers to ensure that the branches receive adequate and timely support from the support functions.
19. Routinely review of optimal staffing levels in branches and ensure high levels of staff productivity.
20. Supervise, train, coach, and mentor branch and E-channel staff to maintain a motivated and highly productive team.

Financial Responsibility

• Responsible for delivery of the Branch and E-channel budgets and targets.

Person Specification

Education & Training

1. A Bachelor’s degree in Finance, Commerce, Business Administration, Economics, Statistics, Management, or any relevant field.
2. Possession of a certified banking qualification or Master's degree in a relevant field would be an added advantage.

Skills & Experience

• 7 years’ experience in Banking with 3 years in a supervisory role
• A versatile individual with significant headroom and experience in various facets of management (Strategic planning, Business development, Operations delivery, etc.)
• Demonstrable record of effectively leading large teams of people and track record of effective performance management.
• Excellent knowledge of general banking practices and procedures.
• Seasoned knowledge of branch operations.
• Strong knowledge of banking operations, product customer segmentation, and the political, economic, and socio-cultural components of the Ugandan economy
• In-depth understanding of credit and financial drivers in the financial services industry.
• Deep understanding of financial products, services, and regulatory requirements within the business and commercial banking landscape.
• Relevant knowledge in driving digital banking.

Business Behaviours

• Proficiency in drafting professional correspondence, reports, and proposals.
• Ability to demonstrate a positive image and uphold Bank values.
• Leadership and Change Management skills
• Strong Analytical Skills
• Stakeholder and Relationship Management skills
• Effective oral and written communication skills.
• Effective negotiation and execution skills.
• High ethical standards and integrity.
• Client-focused and results-oriented mindset.
• Ability to work in a fast-paced and dynamic environment.
• Excellent problem-solving and advisory skills.
• Proficiency in English Language and any other local language, preferably Luganda.