Branch Manager(Financial Service) - Mombasa/Nairobi - Career Directions Limited (CDL)

Description

Department: Branch Operations
Level: Manager
Location: Mombasa and Nairobi

Job Purpose

Lead branch operations to achieve growth in deposits and lending, ensure operational excellence, manage staff performance, and deliver superior customer service while safeguarding branch assets and maintaining regulatory compliance.

Key Responsibilities

Business Growth & Financial Management

• Develop and implement branch growth plans (deposits & lending).
• Achieve revenue, profitability, and collection targets.
• Maximize income streams and prevent revenue leakage.
• Prepare, monitor, and manage branch budgets and costs.
  

Operations & Compliance

• Oversee daily branch operations including opening, closing, and security.
• Ensure compliance with banking policies, procedures, and regulatory requirements.
• Authorize transactions, vouchers, and accounts within approval limits.
• Maintain safe custody of vaults, cash, loan documents, and records.
• Submit accurate statutory and internal reports.

Customer Experience

• Ensure high-quality customer service across all branch departments.
• Build and maintain strong client relationships.
• Resolve customer escalations and ensure service excellence.
  

People Leadership

• Lead, supervise, coach, and develop branch staff.
• Promote a culture of integrity, accountability, and teamwork.

Risk & Asset Protection

• Safeguard branch assets and implement internal controls.
• Act as joint custodian of vaults and cash.
• Ensure compliance with audit, risk, and governance standards.
  

Requirements

Academic Qualifications

• Bachelor's Degree in a business-related field (Banking & Finance, Accounting, Economics, Business Administration/Management)
• Master's Degree is an added advantage.
  
  

Experience

• Minimum 10+ years in banking and business management.
• Leadership or management training is an advantage.
• Proven track record in branch performance, revenue growth, and staff management.
  
  

Skills & Knowledge

• Bank operations and branch management
• Credit and lending oversight
• Budgeting and financial reporting
• Customer service management
• Public relations and stakeholder engagement
• Personal Attributes
• High integrity and ethical conduct
• Excellent communication and interpersonal skills
• Courteous, professional, and customer-focused
• Strong decision-making and problem-solving abilities