Summary
Date Posted: Wednesday, November 27, 2019 , Base Salary: Not Disclosed

JOB DETAILS:
Ecobank Zambia is a full service bank providing a broad range of products and Services to Consumer, Commercial and Corporate business segments within its 7 branches.
The bank’s vision is to build a world-class Pan-African bank and contribute to the economic development and financial integration of Africa by providing customers with convenient, accessible and reliable financial products and services. The bank is an affiliate of the Pan-Africa Leader Ecobank Group which is present in 33 Countries in Africa.
In order to respond to our growing market with the required human capital, we are currently looking for an experienced professional in the following area:
BRANCH MANAGER – NDOLA
Job Title: Branch Manager
Reports to:
1. PRIMARY PURPOSE:
To lead a Domestic branch in driving and delivering exceptional business performance through the provision of excellent sales and service management, influential leadership, team development and the achievement of operational excellence. To achieve all operational and financial targets set by the bank and optimise the efficiency and productivity of staff and staffing structure at branch level. .

Job Responsibilities:
Business Performance
Purpose
• Delivery of sales, revenue, deposit, risk asset, targets and efficiency ratio.
• Maintain target market, customers, product and service discipline.
• Prepare and deliver on approved branch budgets.
• Benchmark operational efficiencies against best practice in industry, local standards, and Group standards in order to make necessary adjustments internally for maximum effectiveness.
• Deliver on customer service standards, acquisition and client satisfaction levels, retention of high performing clients and growing share of wallet as per target market.
• Analyse sales and retention processes, identify and monitor new business opportunities through the analysis of MIS and industry and local knowledge.
• Responsible for strict cost management including review of both direct and indirect costs generated by the branch. Achieve a cost/income ratio in branch of xx
• Brief staff on product and promotional launches and provide regular feedback to staff.
• Establish relationships with key clients and business influencers in the local community.
• Track and maintain branch performance records including sales tracker, deposits, risk assets, provisions, incomes, costs and all relevant performance indicators on a daily, weekly, monthly, quarterly and annual basis including reconciliation with financial control.
Relationship Management & Customer Service
Purpose
• Ownership of escalated customer queries/complaints and resolutions process.
• Ensure customer queries are recorded, reviewed for delivery and put in place an action plan to prevent re-occurrence.
• Achieve minimum of 5 products per customer and wallet share targets.
• Achieve minimum customer satisfaction rating of ‘very satisfied’.
• Maintain 99% ATM, POS, printers and note counters etc. uptime.
• Achieve minimum of 75% of customers registered for eAlert, SMS Alert, eStatement and active cards.
• Interview all customers who want to close their accounts because of poor service in order to find the root cause and attempt to retain the customer.
• Plan effective action plan for branch issues and communicate this to staff and ensure execution.
• Provide feedback on performance of service providers.
• Provide feedback to various sectors on the performance of staff e.g. IT, Operations etc.

Job Skills:
• Proven leadership, organisation and mentoring skills.
• Excellent analytical skills.
• Dynamic, result oriented problem solver.
• Strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
• Confident, articulate, with professional speaking abilities.

Job Qualifications: Not Specified

Job Education Requirements:
• Bachelor’s Degree in Banking, or any Business related field.

Job Experience Requirements:
• 4 years’ work experience in the Banking Industry

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Job application procedure
If you meet the requirements above and would like to be part of our vibrant and result oriented team, send your application clearly stating the position you are applying for in your cover letter with a detailed Curriculum Vitae including copies of your academic qualifications to:
JHRZambia@ecobank.com 
Please note that only short listed candidates will be contacted. The closing date for receiving applications is 11th December 2019.

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