Job Purpose:
Direct and guide all branches within the assigned network, ensuring the achievement of sales and customer satisfaction targets. Accountable for Profit & Loss for the assigned branches and lead all initiatives in enhancing the sales and marketing of all MBSB products by capitalizing on direct and cross-sell opportunities while ensuring efficient customer services.
Key Responsibilities:
1. Branch Performance
- Monitors and evaluates branches performance in the assigned region and ensure continuous support to branch managers to achieve targets and objectives.
- Develop business plans and budgets for the assigned branches and monitors performance of individual branches to ensure achievement of productivity, revenue growth, profitability and customer acquisition targets.
- Identifies and manages potential risk areas by establishing appropriate controls and enduring compliance with laid down procedure manuals.
- Ensures all assigned branches adhere to their operating expense and reviews periodic reports submitted by the branch managers.
- Spearhead the audit check process, undertaking the role of a risk representative to ensure risk minimization whilst maximizing profitable initiatives.
2. Market Review & Planning
- Reviews the market to identify opportunities and trends, develops forecast and business plans accordingly.
- Develops service strategies and service quality targets and actively monitors customer satisfaction and loyalty to identify areas of improvement.
3. Internal Collaboration
- Develops service level targets and manages the coordination of the regional units with other departments to meet client service expectations.
- Reviews product policies, client acquisition processes and various critical matters, and offers recommendations to enhance product satisfaction by customers.
- Assists in development and launch of appropriate products and services in order to meet and satisfy customer needs, especially new product launches, client seminars etc.
- Engages with key stakeholders across core business departments and MBSB's support functions to ensure of achieving strategic targets.
4. Policies, Systems, Processes and Procedures
- Implements departmental policies, systems, and procedure so that all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost-effective service.
- Contributes to the identification of opportunities for continuous improvement of systems, processes, and practices while considering, improvement of business processes, cost reduction, and productivity improvement.
5. Reports
- Supervises and provides inputs in the preparation of timely and accurate reports to meet MBSB's organisational and departmental requirements, policies, and standards.
6. People Management Responsibilities
- Defines goals and key performance indicators for each member of the team and ensure effective implementation of the MBSB performance management process.
- Develops talent within the team by providing guidance and coaching to achieve the defined goals.
Key Requirements:
1. Experience
- 12–15 years in banking/financial services, preferably in retail banking or branch operations
2. Skills & Competencies
- Strong business and commercial acumen
- Analytical and structured problem-solving skills
- Effective stakeholder management and influencing ability
- Strong project management and execution discipline
- Excellent communication and presentation skills
3. Leadership Attributes
- Results-driven with strong ownership mindset
- Able to manage ambiguity and complexity
- Resilient, adaptable, and decisive
- High integrity and professionalism
4. Success Profile
- Delivers measurable improvements in branch performance and sales productivity
- Builds strong credibility with senior leadership and branch teams
- Independently drives complex, cross-functional initiatives to completion
