Job Description
The position exists to coordinate branch day-to-day operations ensuring the branch achieves its targets, is profitable and minimizing risk by maintaining operational efficiency, compliance and offering superior customer service.
Duties and Responsibilities
FINANCIAL PERSPECTIVE
• Assisting the Branch Manager in the formulation of long and short-term strategy plans in line with the broad Retail objectives.
• Managing branch net profitability on interest and Non-Funded Income through monitoring and performing tick back of the relevant reports to avoid any revenue leakages.
• Preparing branch annual budgets, monitoring and undertaking periodic review of performance of the branch relative to the budget/targets and implementing controls necessary to sustain a positive variance.
• Mobilizing demand deposits in line with the month’s baseline target through supporting the Branch Manager’s initiatives.
• Growing total Branch accounts through business development initiatives such as daily customer calling and periodic customer visits.
CUSTOMER PERSPECTIVE
• Engaging various service providers for favorable terms and maintaining positive relations.
• Liaising with work colleagues from other financial institutions on market intelligence issues that will assist in improving customer service and compliance.
• Re-marketing to dormant retail clients, reminding them of business existence to ensure repeat business.
• Participating in bank promotional activities aimed at business growth and customer retention.
• Attending to all branch queries and inquiries and ensure they are ultimately resolved to satisfy the customer and develop repeat business.
• Escalating any high-level queries to the Retail Operations Supervisor through the Branch Manager, to ensure they are fully resolved for the benefit of the customer.
• Monitoring the adherence of the customer service charter by all staff members thus improving on operational efficiencies.
• Working closely with the marketing and other department teams to acquire new branch customers in the chosen market segment.
• Ensuring that branch staff observe the prescribed turnaround times when serving customers and resolving queries.
• Attending customer complaints in the Customer Compliments and Complaints Register and ensure that the customer gets feedback within the expected timeframe.
• Maintaining branch ambiance to preserve the image of the bank in the eyes of the customer.
INTERNAL BUSINESS PROCESSES PERSPECTIVE
• Coordinating and facilitating branch work process improvements.
• Managing the cash supply in the branch and observing the branch cash holding limit in line with the insured limit and branch limit.
• Ensuring adequate stocking of stationery for use by customers in the banking hall and by branch staff.
• Compiling branch summary reports from the system and submit them for compliance purposes.
• Performing fire marshal duties at the branch evoking fire drills and business continuity evacuation simulations as required in the BCP policy.
• Observing RBZ regulations to avoid adverse RBZ inspection reports and avoid penalties.
• Establishing and review key branch operational risk indicators/key control standards and formulate action plans to minimize the branch’s exposure to fraud and losses.
• Ensuring that compliance documents are displayed in the branch and renew those that need renewal before expiry date.
• Conducting CCTV playback checks, testing and recording the alarm response from Service Provider daily.
• Conducting Competitor Analysis to benchmark pricing of products and services of the bank.
• Updating the keys and stamps register during the hand-over take-over process.
• Ensuring completion of the hand-over and take-over certificates and ensure that the form is signed by the Branch Manager and filed before staff take leave/off days.
• Ensuring proper filing and archiving of customer mandates, vouchers and documents.
• Ensure Branch security through monitoring the Branch Security Guard, CCTV, conducting first entry and last exit checks, and arming the branch’s security alarm at close of business.
• Monitoring suspense accounts and ensuring they have zero balances at the end of the day.
LEARNING AND GROWTH
• Coordinating the planning of a training calendar with branch staff and management to develop a relevant program which addresses the needs of the staff and the business.
• Coaching, mentoring and counseling staff and identifying training gaps and recommend training to improve their respective performance.
• Setting and agreeing on branch targets and ensure they contribute to the overall mandate of the organization.
• Ensuring all branch team members understand their targets and roles hence achieving set targets
Qualifications and Experience
The ideal applicant should possess the following minimum qualifications and attributes: -
• Degree in Finance/ Accounting/ Business or relevant, (Diploma considered with exceptional experience)
• Corporate professional qualification e.g. IOBZ, CCA, CIMA or CIS
• Minimum of 2-5 years of progressive experience in retail banking, with at least some experience within a micro-finance institution
• Proven track record of meeting commercial targets in a competitive market with exposure to lending practices and deposit mobilization
• Deep, current knowledge of Zimbabwean banking regulations and risk management frameworks
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint), banking systems, and social media platforms
Required Competencies & Skills
• Results-oriented with ability to motivate teams toward consistent performance excellence
• Digital literacy with proficiency in core banking systems, CRM platforms, and data analytics tools
• 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 Tuesday 24 March 2026 to:
hr@successbank.co.zw
Only shortlisted candidates will be contacted.
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