Role overview
What you'll be stepping into
The Branch Manager reports to the Operations Assistant and is responsible for the overall performance and day-to-day operations of the branch.
The role involves leading the branch team, driving performance and targets, maintaining high standards of customer service, overseeing responsible lending and collections, and ensuring that branch operations are efficient, compliant, and client-focused.
The successful candidate will be expected to be visible, hands-on, and closely involved in the day-to-day running of the branch.
Key Responsibilities
Take ownership of overall branch performance by understanding targets and driving the team to achieve them consistently.
Lead, develop, and hold team members accountable by setting clear performance standards and providing regular coaching.
Support the team in delivering fast, clear, and straightforward customer service.
Approve loans in accordance with established credit guidelines, ensuring accuracy, efficiency, and responsible lending.
Oversee branch-level collections by monitoring overdue accounts, following up promptly, and working with clients to identify practical repayment solutions.
Onboard and induct new team members, ensuring they are adequately prepared before engaging with clients and receive appropriate support during their transition.
Maintain a clean, disciplined, and well-organised branch operation, with high standards in cash handling, compliance, credit processes, and administration.
Handle escalated customer complaints promptly and respectfully, taking ownership of issues through to resolution.
Report branch performance accurately and transparently, identifying and escalating challenges at an early stage.
Identify operational challenges, develop practical solutions, and take timely action to improve performance.
Foster a positive and high-performing team environment where employees are motivated to grow and work collaboratively.
Promote a culture of accountability, high standards, continuous development, and teamwork within the branch.
Requirements
Applicants should meet the following requirements:
A degree in Banking, Finance, Business Administration, Marketing, or a related commercial field is advantageous.
3–5 years of experience in a customer-facing environment.
At least one year of experience leading or supervising a team.
A proven track record of consistently achieving performance targets.
Good understanding of credit, lending processes, and basic financial concepts.
Strong communication skills, with the ability to communicate clearly, directly, respectfully, and calmly in busy situations.
Strong organisational and administrative skills, with attention to accuracy and adherence to established processes.
Ability to lead by example and hold team members accountable to required standards.
Fluency in English.
Willingness to work shifts, weekends, or rotational standby schedules when required.
Strong sense of ownership, initiative, and commitment to continuous improvement.
Ability to identify challenges, question ineffective processes, and take practical action to improve results.
High energy, ambition, and willingness to grow in a fast-paced financial services environment.
How to apply