Requirements

• Bachelor’s degree in business, Operations or related field; MBA is an advantage.
  
• Minimum 10 years of experience in retail banking and branch network management.
  
• Proven track record of optimising branch networks, improving productivity and enhancing customer experience.
  
• Deep knowledge of branch operations, cash management, service delivery and banking regulations.
  
• Experience integrating physical and digital channels and driving automation initiatives.
  
• Strong leadership skills managing large teams across multiple locations.
  
• Ability to analyse data, market trends and demographics to inform distribution strategy.
  
• Excellent communication, project management and stakeholder engagement skills.
  
• Competencies and Behaviours
  
• Operational Excellence: Drives efficient and compliant branch operations.
  
• Customer Focus: Prioritises customer experience in all branch initiatives.
  
• Strategic Planning: Aligns branch strategy with business goals and market demand.
  
• Leadership & People Development: Builds and motivates high-performing branch teams.
  
• Analytical & Data-Driven: Utilises data to optimise network and improve performance.
  
• Change Management: Leads branch transformation and adoption of new processes.
  
• Collaboration: Works with product, marketing, digital and risk teams seamlessly.
  
• Integrity & Compliance: Maintains high standards of ethics, governance and control.
  

• Business and Financial performance
  
• Develop and implement the physical distribution strategy covering branches, ATMs and cash-in/cash-out points across the affiliate.
  
• Optimize branch network footprint based on market potential, customer demographics and cost-to-income analysis.
  
• Lead regional and branch managers to achieve financial targets, customer satisfaction and operational excellence.
  
• Coordinate with marketing and product teams to roll out campaigns, promotions and product positioning through branches.
  
• Drive cross-sell and up-sell initiatives within branches to increase product penetration and customer wallet share.
  
• Develop and monitor branch performance metrics including revenue, deposits, loans, transactions and service quality.
  
• Customer Excellence
  
• Ensure high-quality customer experience by implementing service standards, queue management and branch design enhancements.
  
• Collaborate with IT and digital teams to integrate branch systems with digital channels, enabling seamless online experiences for customers.
  
• Lead initiatives to automate branch processes, reduce manual interventions and improve efficiency.
  
• Ensure overall adoption and use of the ENGAGE platform by logging all customer queries and complaints are logged for easy tracking and resolution.
  
• Leadership and people management
  
• Oversee budgeting, cost management and resource allocation for the branch network.
  
• Coordinate facility management, security, health and safety standards across the branch network.
  
• Design and implement training programmes for branch staff covering sales, service, operations and compliance.
  
• Ensure day-to-day management and supervision of all branch staff relating to behaviour and conduct while on the job and that all mandatory performance conservations reviews are completed promptly
  
• Manage the roll-out of new branch formats such as cashless outlets, service centres and lounge-style branches.
  
• Champion financial inclusion through branch-based microfinance, agency banking hubs and mobile branches.
  
• Processes, Controls and Risk management
  
• Document all branch operations and activities in approved Processes templates aligned to bank Policies and ensure they are periodically reviewed and kept relevant in line with changing industry and market demands.
  
• Embed a risk awareness culture within the branch network by continually training and upskilling staff on application of relevant processes, reporting, adherence to all required periodic reviews and assessment e.g., the quarterly Risks and Controls assessments, monthly branch risk review sessions and day-to-day application of Controls to minimize fraud and losses.
  
• Implement regular branch audits, risk assessments and compliance checks in line with internal and regulatory requirements.
  
• Manage branch operations including cash management, teller services, vault operations, reconciliation and compliance.
  
• Work with HR to recruit, develop and retain talented branch staff, fostering a culture of high performance and customer focus.
  
• Liaise with risk and compliance to manage branch-level incidents, fraud, complaints and regulatory queries.
  
• Oversee expansion or relocation projects, including feasibility studies, site selection, approvals and project management.
  
• Monitor competitor branch strategies and benchmark best practices to maintain competitive advantage.
  
• Strategic initiatives
  
• Prepare and present regular reports on branch network performance, strategic initiatives and challenges to leadership.
  
• Ensure branch technology infrastructure (systems, ATMs, kiosks) is reliable, secure and up to date.
  
• Promote sustainability initiatives such as green branches, energy efficiency and paperless processes.
  
• Maintain strong relationships with local authorities, landlords and communities to ensure smooth operations.
  
• Foster an inclusive, ethical and customer-centric culture across the physical distribution network.