Summary/Objective
The Head Of Branches position is responsible for the overall satisfactory operation of the branch distribution network. Is accountable for maintaining satisfactory or better performances in existing and new branches across 8 specific regions in all key KPI areas as described below. Assists in developing and implementing strategic sales, service & marketing plans focused on how to bring business development and strategic plans to reality through effective operational management of people and resources. Engages with key stake holders to ensure maximum system performance providing optimum customer experience possible. Maintains satisfactory regulatory standards across the network. Is expected to deliver an optimum level of customer service to retail banking customers.
Duties & Responsibilities
Business Development - 15%
• Leads and manages a group of Regional Managers who drive the branch network in achieving Deposit, Loan, HP, Mortgage, SME and other financial targets such as NII, LDR, NFI outcomes.
• Working closely with Head Of Sales & Strategy S&S Division forecasts to achieve business objectives for Retail, corporate, SME, Mortgage, and other traditional banking products and services.
• Assists in implementation of effective regional sales/marketing and operating branch budgets.
• Supports Retail Product managers developing and recommending product positioning, packaging, and pricing strategy to produce the highest possible long-term market share.
• Participates and assists in maintaining relationships with key customer groups, banking industry influence-rs and key strategic partners.
• Represents company at trade association meetings to promote retail banking product when necessary.
• Meets with key clients, assisting sales representative with maintaining relationships and negotiating and closing deals.


Customer - 30%
• Ensures an optimum customer experience is delivered to all Bank Customers through services provided through the branch distribution network.
• Assists in implementing throughout the network sales and marketing plans as agreed by division stake holders and Marketing Department overseeing the effective use of practical advertising and promotional activities and materials.
• Defines and delivers customer service proposition through implementing effective plans to raise customer satisfaction and customer service levels.
• Leads a branch support team including areas focused on improving customer’ satisfaction, operations, cash management functions, QMatic, MIS and analytic s.
• Champions Mystery Shopping activities with intentions to improve and set standard among competitors.
• Champions and creates Customer Charter, canvassing customers as to their service expectations and the networks progress in delivering on these.
• Supports local marketing activities and customer focused local marketing campaigns.
Operations - 30%
• Works regularly and cohesively with CTO and IT department to ensure new or upgraded systems are launched and integrated across the network as seamlessly as possible.
• Achieves satisfactory cost to income performance, through effective expense management control. Oversees cash management operations ensuring limits as set are achieved and savings delivered.
• Looks for innovative ways to improve customer experiences whilst reducing the cost to deliver by regularly reviewing processes.
• Develops Branch representation strategy with the intention to create an effective complete Retail Distribution network.
• Recommends new branch locations.
• Standardizing general day to day branch operations across total network looking for ways to reduce unproductive or waste practices.
People - 15%
• Role models expected transformational staff sales and service behaviors.
• Leads a large team and is accountable for correct communications top to bottom and visa versa.
• Directs staffing, training plans, and performance evaluations to develop and manage optimum performers and poor performing staff.
• In collaboration with Learning Dept. completes staff skill gap analysis and builds “All Branch Training Curriculum’ for all transformed roles across the branch network.
• Coaches, mentors and role models expected behaviors for Regional and Branch Managers
• Coordinates liaison between sales department and other sales and profit orientated related units.
• Participates in Senior management meetings on a needs basis providing detailed insights as to how the network may/will respond to various strategic initatives.


Compliance - 10%
• Ensures all branches operate in accordance with internal Audit requirements.
• Ensures all locations prepare loan proposals in accordance with relevant CRD lending policies.
• Is alert to internal and external fraud occurrences and takes actions to reduce by reviewing and improving current processes.
• Oversees the creation and maintenance of a complete Branch Network SOP library.
• Ensures branches operate customer accounts in accordance with external compliance requirements particularly those set out by Central Bank.
• Analyzes and controls expenditures of branch operations to within budgetary requirements.
• Works collaboratively with centralized Operations Department always looking to save waste.
Supervisory Responsibility
This position manages all Regional Managers. Oversees the leadership and management of all branch and direct sales team members. Is responsible for the performance management and hiring of the employees within that department.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Knowledge & Skills
Essential
• Business Acumen.
• Communication Proficiency.
• Customer/Client Focus.
• Leadership.
• Presentation Skills.
• Problem Solving/Analysis.
• Results Driven.
• Strategic Thinking.
• Technical Capacity.
Education & Special Training
Essential
• Bachelor’s degree in sales, marketing or business administration or equivalent number of years of experience
Desirable
• Master’s degree in sales, marketing or business administration.
Experience
Essential
• Five (10) years of related Retail Banking Experience with progressive management experience.
Languages
Essential
• Must be fluent in both written and verbal Myanmar and English.