Job Description
The Branch Manager serves as the frontline leader responsible for sustainable profitability, operational excellence, customer-centricity, and risk management of the branch. This role encompasses strategic leadership, commercial performance, operational resilience, talent development, and community engagement within a dynamic banking environment characterized by digital transformation and evolving customer expectations.
Duties and Responsibilities
1. . Strategic Leadership & Business Development
• Translating regional and bank-wide strategy into a dynamic, localized branch business plan aligned with organizational objectives
• Championing digital-first initiatives while strategically positioning the branch's role in the evolving banking ecosystem
• Monitoring local market conditions, competitor activities, and community trends to identify opportunities and mitigate risks
• Growing the branch's portfolio by acquiring, retaining, and deepening high-value customer relationships across retail and SME segments
2. Commercial Performance & Financial Stewardship
• Taking full accountability for branch P&L performance, managing revenue streams, controlling operational expenses, and optimizing resource allocation
• Driving a consultative sales culture with ambitious yet realistic targets across deposits, loans, investments, and other banking products
• Maintaining a healthy balance of deposits portfolio across individual, MSME, and corporate segments ensuring sustainable growth
• Developing and implementing strategies to grow savings and quality loan portfolios while managing credit risk effectively
• Utilizing data analytics to identify cross-sell opportunities and optimizing customer lifecycle management
3. Operational Excellence & Risk Governance
• Embedding a robust risk and compliance culture ensuring 100% adherence to KYC, AML, data privacy, consumer protection, and all regulatory requirements
• Ensuring effective control structures are maintained with appropriate segregation of duties, dual controls, and authority limits
• Guaranteeing business continuity readiness including operational resilience, physical security, cybersecurity protocols, and fraud prevention measures
• Managing daily cash requirements, branch infrastructure, assets, and premises while maintaining high service quality
• Continuously identifying and eliminating process inefficiencies, leveraging technology to streamline operations and reduce errors
4. Talent Leadership & Team Development
• Ensuring the branch is properly staffed with trained personnel capable of meeting customer service needs and sales objectives
• Leading with empathy, clarity, and transparency during periods of change, fostering psychological safety and innovation
• Actively coaching team members to shift from transaction processors to financial consultants and digital ambassadors
• Reviewing staff performance, provide regular feedback, and make appropriate recommendations to achieve required performance levels
• Boosting branch staff morale through creating a conducive work environment, and monitoring staff discipline
5. Customer Experience & Community Engagement
• Championing the delivery of superior customer experience across all service delivery touchpoints including in-branch, telephonic, digital, and mobile channels
• Establishing and monitoring customer service standards and protocols ensuring every customer interaction reflects SuccessBank's values of professionalism, integrity, and excellence
• Serving as the escalation point for complex customer complaints, demonstrating sound judgment and balancing customer advocacy with policy adherence
• Building rapport with the community to attract business and strengthen the bank's local brand through strategic involvement
• Curating a seamless omnichannel experience ensuring in-branch interactions complement digital journeys
Key Performance Indicators
• Financial: Branch P&L performance, deposit/loan growth, revenue per customer, cost-to-income ratio
• Risk & Compliance: Audit ratings, regulatory compliance (zero tolerance for breaches), loss events, control effectiveness
• Customer: Net Promoter Score (NPS), customer retention rate, digital adoption rate, resolution efficiency
• Operational: Process efficiency metrics, transaction accuracy, business continuity readiness
• People: Employee engagement score, staff turnover (voluntary), skill proficiency metrics, succession pipeline strength
Qualifications and Experience
• Bachelor’s degree in Marketing, Sales or related fields (Diploma considered with exceptional experience)
• Minimum of 4-7 years of progressive experience in retail banking, with at least 3 years in a branch management or supervisory role within a micro-finance institution
• Proven track record of meeting commercial targets in a competitive market with exposure to lending practices and deposit mobilization
• Demonstrated experience leading through change initiatives (e.g., digital transformation, process improvement)
• Deep, current knowledge of Zimbabwean banking regulations and risk management frameworks
• Fluency in English required; Shona and Ndebele language proficiency is beneficial
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint), banking systems, and social media platforms
• Preferred: Professional certifications in Risk Management, Digital Banking, or relevant leadership programs
Required Competencies & Skills
• Strategic agility with the ability to translate business needs into value propositions mutually beneficial to customers and the branch
• Decisiveness in uncertainty, making timely informed decisions with incomplete information
• Excellent leadership, communication, and influencing skills with ability to manage across all organizational levels
• Strong financial and commercial acumen including ability to interpret banking products, pricing and profitability drivers.
• Results-oriented with ability to motivate teams toward consistent performance excellence
• Coaching and developmental mindset focused on building future-ready capabilities
• Digital literacy with proficiency in core banking systems, CRM platforms, and data analytics tools
• Working knowledge of behavioral credit scoring principles, MSME, and corporate banking needs
• Strong fit to SuccessBank's desired corporate culture and values with commitment to transparency and integrity.
How to Apply
Interested persons should submit detailed CVs not later than Friday 9 January 2026 to:
hr@successbank.co.zw
