Branch Manager

2 weeks ago

Manama, Bahrain Bahrain Financing Company Full time

**MAIN OBJECTIVES**:
The Branch Manager will be responsible for achieving sales target, providing customer service and ensuring all operational policies and procedures are followed. The Branch Manager is responsible to provide foreign exchange services including remittances, travelers’ cheques and foreign banknotes services to BFC customers, maintaining a high standard of customer service and ensuring company procedures and controls are followed at all times. In addition, the role will show leadership to support the staff within the branch to assist in their training, knowledge transfer and personal development.

**Financial Responsibility**:

- Ensure that the Branch Monthly, Quarterly and Annual Sales targets are achieved in accordance with the Company Business Plan.
- Ensure the implementation of appropriate action plans where sales targets are not being achieved.
- Manage the end of day cashier balancing of the branch.
- Effectively manage the branch’s FX and cash stocks to ensure there is sufficient cash available for the customers transacting in the branch.
- Ensure the maximum amount of BD is sent for cash collection on a daily basis.
- Carry out routine checks on all tills to ensure the system and physical cash amounts tally.
- Ensure any discrepancies on the tills are immediately reported for internal audit to investigate.

**Customer Focus**:

- Ensure that excellent customer relationships are built and maintained with all appropriate levels within the Branch.
- Ensure that the team delivers best in class customer service for the initial transaction of any subsequent follow up regarding a query.
- Spend time in the lobby meeting the customers and listening to their feedback and assisting with advice on their transactions.
- Take the lead in resolving customer complaints and issues and showing the other staff how customer service should be defined.
- Visit local businesses with the Zonal Manager to encourage new customer to come to the branch.
- Ensure all feedback from the customers is fed to the Zonal Manager.
- Identify ways of improving the branch efficiency and services delivered.

**Operational Excellence**:

- Ensure full controls are in place to maintain proper and appropriate conduct of business practices by fully implementing the Branch procedures, policies, and control processes.
- Where issues are identified with policies and procedures, comments should be fed to the Zonal Manager with suggested amendments.
- Ensure POS processing systems are accurate with payment and customer data to ensure payment queries are kept to a minimum.
- Ensure day-to-day compliance with the Company’s own internal AML policies and procedures.
- Provide advice and guidance to branch staff on customer due diligence requirements and lead the team in resolving Audit comments related to Compliance.
- Monitor and assess quality of retail customer KYC documentation, raise any concerns to the Compliance Department and ensure that the KYCs related documents collected are uploaded in Fossil daily and kept in order.
- Regular on job training on existing and new branch staff on Compliance and AML policies and procedures.
- Manage the staff roster to ensure that all services are available at all times in the branch and appropriate handover takes place between staff who are off the following day for rest or leave.
- Ensure that staffing is arranged to meet the customer demand and ensure the resources are used effectively.
- Ensure proper handover is taken and all logins are deactivated, and tills are closed before the Sales Consultant or Assistant Branch Manager proceeds on leave.

**People Management**:

- Manage branch staff in accordance with Company policies and procedures.
- Monitor staff performance and ensure that training and development needs are identified, planned and carried out to ensure that Sales Consultants continually develop and achieve their full potential.
- Coordinate with Zonal Manager to develop manpower plan and ensure proper staffing levels.
- Act as a key resource and liaison to other functional areas of the Company’s business, building productive cross-functional relationships.
- Manage relationships with key internal and external people. Maintain excellent relationships with all Departments or Functions to ensure that all improvement opportunities are identified and implemented in an efficient and effective manner.
- Ensure effective communication between Head Office and Branch.
- Contribute to an environment of teamwork within the Branch.

**1.** **EDUCATION & TRAINING**

University Education

**Technical Skills**:

- Good reading, writing and arithmetic skills required
- Fluent in English and preferably Arabic
- Strong customer service skills
- Excellent communicator
- Basic PC skills (intermediate knowledge in MS Office)
- High attention to detail
- Strict work ethics
- Well presented
- Self-motivated with high levels of drive and energy
- Excellent organization and negotiation skills

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