Customer Service Jobs – Branch Manager – Opportunity Bank

Job Title:         Branch Manager
Organisation: Opportunity Bank
Duty Station: Kampala, Uganda
Reports to: Regional Manager
About US:
Opportunity Bank Uganda Ltd (OBUL) is a member of Opportunity
International, a global microfinance institution that provides access to
financial services in 27 Countries globally serving over 2 Million customers
with Savings, Credit and other transformational services aimed at transforming
the lives of low income earners.
Job Summary: The Branch
Manager will manage and supervise all branch performance and operations by
ensuring that the branch delivers appropriate products and services to clients’
needs, reliable, quality and timely services to customers, while promoting
holistic transformation for both staff and clients, their families and their
Key Duties and
Branch Management and Supervision
  • Coordinate the branch staff to ensure
    achievement of financial sustainability, market coverage, customer
    outreach, savings portfolio growth, transformation, service quality with a
    focus on consumer protection and, efficient targets for the branch
  • Oversee all the branch operational
    activities, including loan disbursement, teller services, account opening,
  • Ensure the day to day management of the
    branch, opening and closing the branch and coordinating available
  • Monitor branch office expenses to ensure
    compliance with budget
  • Coordinate all branch management weekly or
    monthly meetings
  • Monitor all branch property and equipment
    movement, there security and review condition compared to book value
  • Meet set targets for loan disbursement,
    Portfolio(PAR) quality and deposits targets
  • Member of the branch credit committee
  • Ensure that client’s complaints and
    feedback are appropriately and effectively handled, the complaints
    handling channels are in place and effectively being used
  • Provide assistance to any examination
    conducted by BOU, other regulators, external auditors and internal
  • Achieve branch customer satisfaction
    rating of 90% and Net promoter 90%
  • Ensures that staff don’t knowingly over
    burden clients with debt by monitoring clients over-indebtedness
  • Coordinate the annual branch planning
    process for the branch’s targets and budgets
  • Ensure that adequate resources are
    provided to the branch staff on time
  • Train, mentor, advice, guide and support
    branch staff to ensure staff are motivated and organized to exceed
    performance targets
  • Ensure staff have annual performance
    targets that are aligned to OBUL’s strategic plan
  • Monitor achievement of performance of the
    branch against the set objectives and take corrective action against
    significant deviations
  • Ensure weekly and monthly performance
    returns to Head office, relating to saving portfolio growth, staffing,
    client training and general performance of the branch
  • Ensure that both new and existing receive
    quality training in financial literacy, business management skills, loan
    terms and conditions etc…
  • Ensure branch ambiance and general
  • Operational and credit risk management,
    internal control and regulatory policies, procedures and systems
  • Communicate clearly to branch staff all
    policies, guidelines and procedures, where training is needed it should be
  • Ensure high level of product knowledge and
    risk management systems by all staff
  • Ensure that both operational and
    relationship branch functions and activities are in compliance with local
    banking legislation, client protection guidelines and internal control
    policies and procedures
  • Implement and monitor security and fraud
    precautions at the branch to protect customer deposits, bank assets and
  • Conduct unannounced audits of cash in
    vault and all branch cash funds and cash limits
  • Ensure privacy of client data at all
    levels, and train staff on how to handle client data
  • Ensure branch staff behavior is in line
    with the code of conduct, core values and mission
  • Ensure that clients complaints are
    registered, solved appropriately or escalated to the responsible person at
    head office within the specified time
  • Ensure that staffs communicate clearly and
    effectively to clients in a language that they understand, explaining all
    terms and conditions before sale and during sale.
  • Ensure that clients receive signed copies
    of Key facts documents, loan contracts, and their guarantors also receiving
    copies of the guarantee contracts.        
  • Ensures that loan recovery is done
    according to policy, or in accordance with the acceptable and unacceptable
    collection practices
  • Ensure staff are well trained in loan
    assessment and evaluation to prevent client over-indebtedness
  • Ensure that new staff before they are
    assigned any task are properly trained, but even then continue offering on
    job training and mentoring
Branch based marketing, sales and client service strategy and approach
  • Ensure profitability of the branch through
    cost controls and mobilizing deposits
  • Ensure staff act fairly and reasonably in
    all their dealings with a client or group of clients, not discriminate
    against any customer on the grounds of sex, race, color, ethnic origin,
    tribe, birth, creed or religion, social standing, political opinion or
  • Ensure staff do not exert undue influence
    or duress on a consumer to enter into a transaction
  • Conduct client exit surveys at the branch
    , review the client and staff satisfaction survey and impact assessment
    reports, use the information for branch improvement is service delivery
  • Promote a sales oriented culture within
    the branch that satisfies the needs of clients and recognizes the
    importance of long term customer relationships.
  • Gain close client contact through field
    visits to keep abreast with customer needs, service problems and resolving
    problems as necessary
  • Reinforce the application of superior
    customer service
  • Ensure that client product and service
    delivery is aligned to the client protection principles as detailed in the
    code of conduct
  • Establish linkages with other likeminded
    organizations that can provide services that OBUL cannot provide to
    promote holistic transformation e.g Health services
  • Train staff on best customer service and
    award good customer service
Branch Human Resource management
  • Establish and communicates clear and
    comprehensive organization structure and job descriptions for all staff
    based in the branch
  • Carry out quarterly and annual performance
    reviews, ensures that all branch staff are appraised based on performance
    objectives and recommending them for training whenever necessary
  • Ensure effective management of poor
    performance and disciplinary actions
  • Induct, train, motivate, coach, encourage
    and mentor staff
  • Hold regular reporting and planning
    meeting with all branch staff
  • Reward both social and financial
  • Ensure staff adhere to the code of conduct
    and those who deviate face disciplinary actions
  • Promote staff spiritual development
    activities like devotions, prayer retreats, trainings, team work building
    activities etc.
  • Ensure that both staff and clients have
    access to HIV/AIDS preventive and positive living information and those
    who are infected are affected are not discriminated.
  • Conduct staff exit survey’s and inform

Qualifications, Skills and
  • The applicant must hold a Bachelor’s
    degree in Business related field
  • Four years’ experience in banking and 2
    years at Supervisory level
  • Ability to evaluate needs of customers and
    determine what products or service would best serve those needs.
  • Strong interpersonal and communication
  • Leadership and team building skills.
  • Negotiation skills.
  • Proactive and decisive.
  • Creativity and passion for business
    development and acquisition.
  • Technology savvy.
  • Analytical and credit skills.
  • Good people management skills
  • Adult learning training skills
  • Project planning and management skills
How to Apply:
All suitably qualified and interested candidates should send their
signed application letters together with their resume addressed to;
The Human Resource Manager
Opportunity Bank Uganda
P.O. Box 33513
Plot 1259, Old Kiira Road,
Kampala. Uganda
Deadline: 29th March 2018
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