Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Retail Banking – Distribution Dept at Kalumbila Branch:

Role Description

JOB PURPOSE

To drive branch performance through effective sales leadership, customer service excellence, operational control and people management, ensuring achievement of business targets in line with the Bank’s strategic objectives.

Requirements

Under the supervision of the Cluster Manager, the key responsibilities will include:

• 100% responsibility for the branch balance sheet, profitability and achievement of assigned financial targets, ensuring that performance is aligned to the branch business plan and overall Bank strategy.
• Responsible for driving branch sales performance across deposits, loans/advances, funded accounts, fee and commission income, Bancassurance and other agreed revenue targets.
• Formulate and execute branch sales plans, cascade targets to the team, monitor performance against agreed measures and proactively address adverse variances.
• Ensure acquisition, retention and growth of quality customer relationships across Retail, Preferred, Private, Corporate and Agri customer segments to support sustainable business growth.
• Drive execution of the Customer Value Proposition by ensuring customers are educated on the Bank’s products, services and alternate channels, and that opportunities for cross-selling and deepening relationships are identified.
• Ensure high service standards are maintained at all customer touch points by monitoring service delivery, resolving complaints within agreed timelines and escalating matters where required.
• Maintain effective operational governance, risk management and compliance controls by ensuring adherence to account opening, KYC, AML, cash management and branch operating procedures.
• Ensure branch self-audits, incident reporting, audit issue closure and business continuity requirements are completed within stipulated timelines and that control weaknesses are addressed promptly.
• Manage branch resources, expenses, security and physical infrastructure in line with Bank policies, approved budgets and required operational standards.
• Lead, coach and manage branch staff by setting clear targets, monitoring performance, conducting performance reviews and supporting development through regular feedback and guidance.
• Share knowledge, experience and best practice with team members to ensure that team performance meets set sales, service, control and operational standards.
• Build and maintain effective relationships with customers, internal stakeholders and relevant external parties, including regulatory bodies where required, in order to support compliance, market awareness and business growth.
• Any other responsibilities or tasks as assigned by management.

QUALIFICATIONS/EXPERIENCE

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• University Degree in a Business-related field or relevant qualification from a recognized university.
• Diploma in Banking and Finance will be an added advantage.
• Minimum of six (6) years’ relevant experience in sales, relationship management or branch banking, preferably in the banking sector.
• Good understanding of retail banking products, branch operations, compliance and customer service standards.

JOB CORE COMPETENCIES

• Leadership and people management
• Sales and relationship management
• Customer service orientation
• Analytical thinking and problem solving
• Communication, teamwork and resilience

• 100% responsibility for the branch balance sheet, profitability and achievement of assigned financial targets, ensuring that performance is aligned to the branch business plan and overall Bank strategy.
• Responsible for driving branch sales performance across deposits, loans/advances, funded accounts, fee and commission income, Bancassurance and other agreed revenue targets.
• Formulate and execute branch sales plans, cascade targets to the team, monitor performance against agreed measures and proactively address adverse variances.
• Ensure acquisition, retention and growth of quality customer relationships across Retail, Preferred, Private, Corporate and Agri customer segments to support sustainable business growth.
• Drive execution of the Customer Value Proposition by ensuring customers are educated on the Bank’s products, services and alternate channels, and that opportunities for cross-selling and deepening relationships are identified.
• Ensure high service standards are maintained at all customer touch points by monitoring service delivery, resolving complaints within agreed timelines and escalating matters where required.
• Maintain effective operational governance, risk management and compliance controls by ensuring adherence to account opening, KYC, AML, cash management and branch operating procedures.
• Ensure branch self-audits, incident reporting, audit issue closure and business continuity requirements are completed within stipulated timelines and that control weaknesses are addressed promptly.
• Manage branch resources, expenses, security and physical infrastructure in line with Bank policies, approved budgets and required operational standards.
• Lead, coach and manage branch staff by setting clear targets, monitoring performance, conducting performance reviews and supporting development through regular feedback and guidance.
• Share knowledge, experience and best practice with team members to ensure that team performance meets set sales, service, control and operational standards.
• Build and maintain effective relationships with customers, internal stakeholders and relevant external parties, including regulatory bodies where required, in order to support compliance, market awareness and business growth.
• Any other responsibilities or tasks as assigned by management.

• Leadership and people management
• Sales and relationship management
• Customer service orientation
• Analytical thinking and problem solving
• Communication, teamwork and resilience

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• University Degree in a Business-related field or relevant qualification from a recognized university.
• Diploma in Banking and Finance will be an added advantage.