Branch Manager

About the role

We are looking for a dynamic Branch Manager to lead our local branch, build strong relationships with the community and key stakeholders, and drive the expansion of our network. The role serves as the primary liaison between the organization and the communities it serves, ensuring smooth operations and an exceptional customer experience.

Key responsibilities

• Oversee day‑to‑day branch operations, ensuring efficiency, compliance and high service standards.
• Monitor performance metrics, customer satisfaction and implement continuous‑improvement actions.
• Maintain branch readiness, security, cleanliness and manage assets and resources.
• Champion a customer‑centric culture and resolve complex inquiries, complaints and escalations.
• Analyze feedback and service trends to identify improvement opportunities.
• Lead, coach and develop branch staff to meet operational, sales and experience targets.
• Handle workforce planning, scheduling, performance management and employee development.
• Ensure compliance with regulatory requirements, AML, KYC, fraud prevention and data protection.
• Mitigate operational, compliance and fraud risks and prepare for audits.
• Drive sales performance, customer acquisition, activation, retention and portfolio growth.
• Promote products and services, identifying cross‑selling and upselling opportunities.
• Monitor local market trends, competitor activity and support business‑growth initiatives.
• Oversee cash operations, reconciliations and safeguard company assets.

Required profile

• Bachelor’s degree in Business Administration, Communications, Public Relations, Marketing, Social Sciences or related field.
• Minimum 6 years of experience in community relations, stakeholder management, public affairs or a similar role.
• Professional proficiency in the local language and English.
• Strong stakeholder engagement, communication and public‑speaking abilities.
• Excellent negotiation, conflict‑resolution and interpersonal skills.
• Proven problem‑solving, decision‑making and consensus‑building capabilities.

Required skills