• Reports directly and provides support to the Managing Director• Branch Compliance Officer (BCO)• Team leader with responsibility for the branch’s delivery of superior customer service to achieve Branch’s Customer Advocacy goals (e.g., Pulse, NPS, CAP and referral goals).• Coach and develop senior staff to increase staff engagement, and to create a client-driven sales and service culture.• Develop centers of influence within the community; ensure effective corporate governance strategies; develop risk management frameworks, mitigation strategies and manage business portfolio risks.• Develop business plans, Lead the business’ sales team in growing the retail/mortgage, mid-market and small business portfolios by exceeding KPIs (key performance indicators). • Ensure the application of the bank’s risk appetite and risk culture in day-to-day activities/operations and decision making.• Ensure Branch’s operational effectiveness by monitoring accounting cycles; ensuring daily and periodic management controls are in place; ensuring workflow and organization plans are right; ensuring correct human resources administration.

• Developed, led and coached a team of Mortgage Specialists.• Developed, supported, and managed a pool of over 80 external mortgage brokers/referrers. Ensuring full engagement through effective communication and proper training, which resulted in a consistent flow of mortgage referrals.• Developed marketing plans and set up strategic relationships to prospect, solicit and fulfill mortgage loans. • Administered and serviced the bank’s mortgage portfolio, ensuring high retention, repeat business and client loyalty. Aided clients in achieving their financial goals by designing solutions to meet each unique need.

• Branch Compliance Officer• Signed off risk assessment for new customer onboarding and internal suspicious activity reporting. • Led change management initiatives as the Bank underwent ownership and structural changes. • Managed customer satisfaction indices, profit plans, staff relations, branch relations and team performance. • Ensured training and development of staff, coaching towards a high-performance culture. Led staff training initiatives and business development activities while ensuring portfolio growth and branch profitability.• Ensured the branch operated within the regulatory framework and remained compliant at all times.• Monitored and enforced Know Your Customer (KYC) procedures.