Branch Manager - Tororo

About the Role

This position is focused on leading a branch to strong commercial results, smooth day-to-day operations, a high-quality customer experience, and a capable, motivated team. The role sits within a banking environment that combines local market knowledge with broader regional and international expertise.

The Branch Manager is expected to provide steady leadership, manage performance against targets, support staff development, maintain compliance standards, and help strengthen the branch’s presence in the local market.

Business Management

• Translate strategic priorities into branch-level action plans and ensure they support the bank’s wider goals for growth, transformation, and returns.
• Take responsibility for branch sales and financial targets, with progress tracked regularly and at least once a week.
• Maintain a sound branch balance sheet by keeping asset quality strong, limiting poor-performing assets, and supporting healthy earnings.
• Monitor the market to spot new business opportunities, customer behavior shifts, local strengths, regulatory changes, and government policy updates.
• Oversee both borrowing and non-borrowing relationships to strengthen loyalty and customer retention.
• Build and maintain strong connections with key local clients and business influencers, including the top 200 clients in the area.
• Exercise careful cost control by reviewing supplier quotations before work proceeds and by analyzing branch cost items each month, including overtime, equipment upkeep, stationery and telephone usage, sundry losses, and staff costs.
• Take part in purchase, refund, sundry loss, potential loss account, and customer refund decisions within approved limits.
• Contact customers after account opening, prepare welcome pack letters, and dispatch them to customers.

Customer Experience

• Own and resolve customer issues linked to account opening, loans, and card applications in a prompt manner, escalating unresolved cases when needed.
• Work closely with internal support teams such as Operations and the KYC Helpdesk to speed up resolution of queries and complaints.
• Guide customers to the right service channel, including cashiers, drop boxes, and ATMs.
• Notify customers when cheque books, cards, or other items are ready and follow up if collection is delayed.
• Inform customers when loans are approved and encourage drawdowns.
• Support queue management during busy periods by handling quick queries and directing customers to the correct counters.
• Replenish branch marketing materials such as pamphlets and forms, and alert the Branch Manager when supplies are low.
• Send welcome communication to customers after account opening.

People Leadership

• Develop a strong, engaged team by promoting teamwork, duty rotation, succession planning, and a productive work environment.
• Support workforce planning, goal setting, performance measurement, and regular feedback for direct reports.
• Coach and guide branch colleagues through regular training and day-to-day leadership.
• Coordinate branch staff, equipment, and a safe working environment so operational goals are met.
• Review attendance trends using monthly absence data across leave categories such as annual, sick, family responsibility, maternity, and study leave.
• Ensure required e-learning and internal training are completed on time by both the manager and direct reports.
• Lead training needs assessment and succession planning for direct reports, and ensure the same discipline is applied for their teams.
• Handle staff performance issues, grievances, and disciplinary matters.
• Encourage recognition, motivation, ownership, initiative, and cross-training so the team has backup coverage for key duties.
• Lead misconduct or incapacity processes with HR and an independent chairperson, and compile case files when needed.

Branch Support

• Work with the Branch Operations Manager to open and close cashier tills at the start and end of the day.
• Approve cashier transactions above teller limits when required.
• Act as branch cash custodian by monitoring cash levels, replenishing tellers or repatriating excess funds, and arranging cash replenishment from the external provider within daily limits.
• Carry out additional duties assigned by the bank from time to time.

Compliance and Operational Discipline

• Ensure account openings, loan documents, credit card applications, and account mandate changes are accurate and complete.
• Maintain high procedural discipline to support audit readiness and strong operational performance.
• Follow the end-to-end retail account opening process so new accounts are authorized and compliant with KYC requirements.
• Escalate service delays or unresolved KYC issues to the Regional Manager.
• Observe all operational risk requirements, including KYC and anti-money laundering rules.
• On occasion, assist with opening and closing cashier tills alongside the Branch Operations Manager.
• Assign branch snap checks to staff and ensure they are completed properly.
• Ensure all duties are performed in line with regulatory obligations, the enterprise-wide risk framework, and internal bank policies and standards.

Citizenship and Community Engagement

• Participate in community activities and networking opportunities such as clubs, meetings, and business associations.
• Help grow the branch’s local market profile and community visibility.
• Identify and support community initiatives, including local outreach and financial literacy efforts.
• Connect community involvement with business opportunities and staff engagement activities.
• Promote community participation inside the branch to build pride among colleagues and customers.

Additional Information

Other duties may be assigned by the bank as needed. The role calls for strong leadership, commercial awareness, customer focus, operational discipline, and the ability to manage both people and branch performance effectively.

Education

A bachelor’s degree in Business Administration, Commerce, Accounting, or a related discipline is preferred. Postgraduate study or professional certifications in a relevant field are considered an advantage. A Bachelor’s degree or advanced diploma in Accounting, or a national diploma/advanced certificate in Accounting, is required.

Experience

Applicants should bring at least 5 years of experience in the financial services sector, including 3 years in retail and business banking. Experience in a front-line banking sales, marketing, or service environment is also expected.

Knowledge and Skills

Successful candidates should understand retail banking and business banking delivery, branch transaction processes, market segmentation, distribution channels, and basic business and financial management principles. Strong interpersonal, communication, decision-making, people management, conflict resolution, change management, negotiation, and stakeholder management abilities are important.