Job Description

The Branch Banking Head will provide strategic and operational leadership across the branch network to drive profitability, customer experience excellence, operational efficiency, and risk compliance. The role is responsible for transforming branch performance, strengthening governance, and leading high-performing teams to deliver sustainable growth.

Key Responsibilities

• Develop and execute the branch banking strategy aligned to overall bank objectives.
• Lead, direct, and align regional and branch leadership teams toward a unified performance vision.
• Continuously assess market dynamics and reposition the branch network for competitiveness and relevance.
• Drive revenue growth, deposit mobilization, lending performance, and cross-selling initiatives.
• Improve customer experience, reduce queue times, and streamline end-to-end branch processes.
• Strengthen operational controls, risk management, and regulatory compliance.
• Lead digital adoption within branches and support transformation initiatives.
• Build a performance-driven culture with clear KPIs and accountability.
• Coach, mentor, and develop branch managers and regional leaders.
• Monitor branch profitability, cost optimization, and productivity ratios.
• Lead change management initiatives to ensure adoption of new systems, processes, and service standards.
• Manage stakeholder relationships including regulators and key community partners.
• Ensure robust internal controls, operational risk management, and adherence to regulatory requirements.
• Strengthen fraud prevention, audit readiness, and compliance culture across branches.
• Balance customer-centric agility with strong governance discipline.
• Champion a service excellence culture focused on reducing complaints and increasing first-contact resolution.
• Redesign the customer journey within branches to improve speed, convenience, and professionalism.
• Track and improve NPS, complaint resolution turnaround times, and service quality indicators.

Competencies

• Strategic thinking and commercial acumen
• Strong operational leadership
• Change management and transformation capability.
• Financial analysis and P&L management
• Stakeholder engagement and influencing skills.
• Sound risk management.
• Strong decision-making and problem-solving ability
• Regulatory Compliance
• Analytical & Critical Thinking Skills
• Negotiation Skills

Qualifications and Experience

• Minimum qualification: BCom / Economics Degree or equivalent
• Minimum 7 years’ experience in a Banking/Financial Services Sector
• At least 4 years in senior leadership within Branch or Retail Banking
• Detailed knowledge of consumer behaviour and evolving trends
• Understanding customer segmentation theory and practice
• Understanding of local regulatory and professional bodies
• Proven track record in branch network management and performance turnaround
• Strong experience in operations, credit, risk, and regulatory compliance
• Experience driving digital transformation and customer-centric initiatives

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

19/02/26