Branch Manager – Job Ref: 87

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Branch Manager

Zambia National Commercial Bank Plc (Zanaco) 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 Department to be based in Lusaka :-



Responsible for delivery of branch balance sheet and profitability targets by driving the sales and service agenda. To ensure acquisition of quality accounts and implore customer retention strategies that will ensure sustainability of business growth. To effectively manage process controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and Strategy. To ensure effective people management and growth.

Under the supervision of the Regional Sales Head, the following are among the Job Key Responsibilities:-

  • 100% responsibility for Branch balance sheet & profitability.
  • Responsible for Retail sales, growth of Private & Preferred segments.
  • 100% responsibility for Retail revenue.
  • Responsible for setting performance targets for the team in collaboration with Regional Sales Head and aim to achieve and/ or exceed set targets.
  • Responsible for formulation of sales strategy/sales plans for the two segments in order to provide direction to the team.
  • To monitor sales performance against set targets and address any adverse variances on time.
  • To ensure that Assistant Preferred Bankers and Assistant Private Bankers are meeting their cross-sell ratio targets through coaching and provision of sales tools.
  • To ensure execution of the client contact plan according to set timelines so that clients are relationship managed accordingly.
  • To monitor customer balance thresholds and ensure upgrades and downgrades are recommended timely.
  • To monitor inflows and outflows of customer deposits and employ workable strategies for customer deposit retention.
  • To ensure all new initiatives are implemented as set by the business.
  • To supervise product promotion campaigns by distributing material to branch staff and customers and ensure the cascading of key messages and product training is done for branch staff.
  • To ensure the rest of the team is sensitized on the Customer Value Proposition in order to facilitate selling of the banks products.
  • To ensure that sales effected are in line with the bank’s overall strategic direction.
  • To ensure identified sales leads are properly managed and prioritized for execution and that the targeted conversion rate as agreed with Regional Sales Head is attained.
  • To conduct customer exit interviews in order to seek opportunities to retain relationships.
  • To lead in daily sales meetings in order to track and monitor sales performance and use this as a platform for sharing best practice.
  • To own customer life time value chain and share knowledge with other branches and Head Office on effective practices, business opportunities and needs in order for best practices to be replicated.
  • To network in order to improve the presence and reputation of the branch and Zanaco.
  • To be responsible for servicing all customer segments at the branch.
  • To ensure Preferred and Private Customers are relationship managed with customer contact plan executed according to agreed timelines.
  • To ensure all customer instructions including loan applications for customers are fast tracked.
  • To liaise with Operations manager daily in resourcing for the Front office service agenda.
  • To track and monitor SLA on all transactions in order to meet/exceed customer expectations.
  • To make customer visits and avail call reports to line manager and execute generated leads and actions from call reports in order to track and monitor leads and actions.
  • To work with the Assistant Preferred Banker/Assistant Private Banker in completing quarterly service action plans and addressing all issues raised in the branch assessment reports.
  • To ensure that customers are directed to the self service desk by the Assistant Preferred banker in order to improve service delivery.
  • To set and monitor Branch Service Standards in order to ensure the delivery of high service quality to customers is attained.
  • To track service performance regularly and rectify any deficiency in order to maintain high service standards
  • To prioritize resolution and provision of feedback on complaints for clients.
  • To drive closure of pain areas identified during NPS survey in order to improve the customer experience.
  • To conduct a root cause analysis of complaints for better decision making on service improvements.
  • To ensure constant engagement with the central Customer service team for service improvements.
  • To act as a point of contact for issues that require escalation.
  • To ensure overall operational governance, risk and control is maintained.
  • To ensure branch self-audits are taking place monthly so that there is end to end compliance on the operational controls.
  • To ensure that there is effective management of processes, controls, resources and all operational activities of the branch including security and physical infrastructure of the building in line with Bank policy and strategy.
  • To ensure that incident reports are raised in the branch for all incidents that occur and ensure they are conclusively, timely addressed and closed. To escalate to Regional Operations/Sales Head if required.
  • To implement and close all audit recommendations, identified control weaknesses from Risk RCSAs, consultancy reports or customer complaints and risk events.
  • To ensure management and testing of the business continuity plan for the branch and raise any issues that may come up during periodic testing.
  • Responsible for Agency management where applicable
  • To oversee resolution of all audit issues raised.
  • Where applicable, to represent the bank at all Central Bank meetings and ensure actions required by the bank are executed.
  • To ensure that there is adequate physical security at the premises and functional internal external alarms and that system security is maintained.
  • To manage the branch expenses.
  • To ensure adherence to all account opening procedures.
  • To ensure that there is zero tolerance on errors and omissions on all customer requests.
  • To ensure escalation of all strategic operational issues to Regional Ops Head on time.
  • To adhere to high ethical standards, and comply with all regulations/applicable laws.
  • To engage the team on issues raised in the ESS with a view to resolve them.
  • Any other duties as assigned by management


  • External: Customers & Local Regulators on statutory matters
  • Internal: All Divisions.



  • University Degree in relevant discipline.
  • Diploma in Banking and Finance is an added advantage.
  • Minimum Experience: At least five (5) years working experience
  • Understanding of Retail products and account opening, KYC Cash and other Branch process requirements.
  • Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
  • Understanding of people policies and processes.
  • Demonstrated complaint handling and resolution skills. 


  • Leadership (Motivation, Change Management, Strategic Planning)
  • Delighting Customers
  • Networking
  • Persuading and selling
  • Drive for results
  • Analytical thinking & Problem Solving
  • Teamwork
  • People Management (Coaching, Managing Performance, Team Building)
  • Problem solving
  • Verbal and written communication


All applications must have an application/cover letter and detailed curriculum vitae indicating the position being applied for in the subject line and should be sent by email to no later than Monday, 15th April, 2019.

Kindly note that you MUST attach copies of Grade 12 and Tertiary qualifications along with the application cover letter and curriculum vitae. Applications sent without these attachments WILL NOT be considered.


Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).


Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).

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