Branch Manager (Kariba) at Old Mutual Limited

Kariba, Mashonaland West Province, Zimbabwe -

Full Time

Start Date

Immediate

Expiry Date

20 Dec, 25

Salary

0.0

Posted On

21 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Management, Customer Service, Fraud Investigation, Financial Crime Management, Claims Administration, Leadership, Performance Management, Regulatory Compliance, Coaching, Risk Management, Operational Excellence, Team Development, Business Process Improvement, Communication, Decision Making, Financial Acumen

Industry

Financial Services

Description

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Resolve client queries and complaints referred by staff or directly from clients, by adhering to world class service standards to ensure client needs are met and clients are retained. Build relationships by listening and understanding client and staff needs to ensure service excellence. Liaise and/or network with relevant stakeholders to obtain information in order to deliver world class service or improve on existing service delivery to clients. Improve customer service experience by raising awareness of issues raised through client experience measurement (CEM) and influence team members to display the desired customer service behaviors. Manage client experience measurement (CEM) results by implementing relevant action plans and coaching staff to improve client satisfaction. Manage controllable expenses through monitoring the General ledger accounts daily to identify anomalies, misallocation of funds and ensure staff costs are managed proactively. Reduce branch cash holding by supplying to ATMs or other branches. Ensure knowledge of and adherence to required service level agreements by checking the quality and turnaround standards of staff to ensure the achievement of business targets. Manage the leads process by ensuring that staff are knowledgeable of the Client Management System (CMS), leads are captured on CMS and follow up to ensure quality leads are submitted as to meet branch financial targets. Control and conduct checks of the overnight reports (including safe custody controls - bi-annually) to ensure staff comply with processes, prevent fraud and losses and action and/or escalate anomalies via the escalation process. Manage control checks by following standard operational processes to ensure compliance by staff and to mitigate risks. Take relevant action and/or consequence management on non-compliance and non-adherence of staff to standard operational processes. Monitor and manage cash by checking the Teller audit rolls to ensure Tellers and Treasury are within authorized limits to prevent risk and losses. Ensure that Branch Administration and Controls (BACs) are checked for completeness and signed within agreed mandates and dispatched to Branch Administration Teams (BATs) within agreed service level agreement to adhere to processes. Action Business Risk Operational Training Analysis (BROTA) outcomes by conducting spot-checks to ensure staff comply with processes and take corrective action and implement improved solutions. Manage capacity and workflow of service team by implementing contingency plans to ensure operational excellence. Represent the bank at disciplinary hearings by investigating and presenting alleged offences of non-compliance to applicable operational and legislative requirements thereby mitigating risk. Ensure participation of staff and self in Culture building initiatives (eg. Surveys etc.) Contributing to a culture conducive to the achievement of transformation goals. Ensure participation of staff and self in, and show support for, corporate and social responsibility initiatives for the achievement of business strategy. Seek opportunities to improve business processes and systems by engaging with staff to identify and recommend effective ways to operate and add value to Old Mutual Group. Contribute to achievement of transformation targets for team and business units by contributing to the staff selection process. Ensure that approved vendors are utilized during procurement in order to contribute to the achievement of BEE targets for the Business Unit Ensure all learning requirements of staff are identified and that curriculum activities are completed within specified timeframe to ensure personal and staff growth thereby increasing performance in roles and responsibilities (e.g CBMT). Identify training and learning opportunities for self and staff and ensure development activities are recorded to improve personal and staff capability. Ensure self and team are competent in terms of role expectations and compliance requirements through conducting regular one-on-one discussions with staff, in order to meet performance objectives. Set clear vision for staff, agree measurable performance goals and outputs, manage achievement, keep track of performance, provide regular feedback, take corrective action and provide coaching to ensure achievement of objectives and goals year-on-year. Reinforce desired performance and behaviors by utilizing the recognition processes to increase staff motivation and team effectiveness. Ensure staff are made aware of and live the Old Mutual values during staff meetings and provide feedback; motivate staff to demonstrate the appropriate behavior to achieve the strategic objectives. Recruit, develop and retain staff to ensure capacity to contribute to and deliver on innovative business and financial results. Mentor staff and assist them in managing their careers by conducting relevant conversations thereby managing talent, improving motivation and promoting staff retention. Ensures that general insurance claims are handled expeditiously and in a professional manner thereby meeting the customer expectations. Manages the claims function with a team of claims assessors and negotiators. Develops the claims policy, procedures, and practices. Evaluates risks with claims, coverage complexity, and those in excess of field approval limits. Provides counsel regarding claims evaluation and coverage. Responsibilities Fraud/Financial Crime Investigation Contribute to the investigation of cases of suspected fraud or financial crime by gathering, analyzing, and retaining information and physical evidence to support criminal investigation and/or legal action. Recommend further actions to the lead investigator. Fraud/Financial Crime Management Deliver fraud prevention reporting and analysis for a designated area of operations, using financial crime/fraud prevention systems to identify instances, patterns, and trends of suspicious activity, to enable the prevention of fraud and enable the initiation of loss mitigations and fraud investigations. Fraud/Financial Crime-Management Systems Development Review external research and analysis, and analyze customer or client transactions to identify fraud trends and emerging risks, and to support the development of fraud/financial crime prevention strategies, policies, procedures, and monitoring systems. Insurance Claims Administration Review and analyze complex insurance claims in line with the organization's standard claims procedures and customer service standards. Initiate investigations and engage independent loss adjusters and/or subject-matter experts where appropriate. Authorize claims within delegated authority and refer unresolved issues or disputes to line manager. Insurance Claims Evaluation Investigate the circumstances of claims and the nature and extent of clients' losses. Review and evaluate information gathered using own subject-matter expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability. Negotiate settlement of insured losses in line with delegated authority. Leadership and Direction Explain the local action plan, to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, mission, and vision; motivate people to achieve local business goals. Work Scheduling and Allocation Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Financial Policies, Guidelines, and Protocols Contribute to the development and delivery of financial policies, guidelines, and protocols to ensure the company complies with regulations and good financial practice. Organizational Capability Building Provide coaching to team members to develop their skills. Performance Management Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal. Regulatory and Compliance Management Investigate standard incidents using current regulatory and compliance processes, systems, and procedures, and take action to solve immediate compliance issues. Advise more senior colleagues on more complex problems. Solutions Analysis Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents. Skills Operations Processes, Standard Operating Procedure (SOP), Work Standards Competencies Business Insight Communicates Effectively Decision Quality Directs Work Ensures Accountability Financial Acumen Instills Trust Manages Complexity Education Bachelor of Accounting (BAcc): Accounting And Business Administration, Bachelor Of Business: Finance And Banking Closing Date 25 September 2025 , 23:59 The Old Mutual Story! Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

Responsibilities

The Branch Manager is responsible for resolving client queries and complaints, ensuring service excellence, and managing client experience measurement results. They will also oversee operational processes, compliance, and staff performance to achieve business targets.