BRANCH OPERATING MODEL & PEOPLE CHANGE MANAGER

JOB PURPOSE
To drive branch process transformation by redesigning and optimizing workflows, embedding simplified and automated practices, and enabling workforce transition

Job Description
Process Redesign & Optimization
1. Map end-to-end branch workflows’ current state and define target state processes to align with customer journeys and the target operating model.
2. Drive simplification, automation, and standardization across model operations by identifying process improvement opportunities, eliminating inefficiencies, and supporting digitization initiatives.
3. Collaborate with relevant stakeholders (such as IT, Operations, Retail Banking, Risk, and other support functions), to embed new processes effectively and ensure smooth implementation and operational readiness.
4. Monitor the implementation of process improvement initiatives, collect operational feedback, and recommend enhancements to improve operational efficiency and customer experience.
5. Serve as the temporary line manager and operational leader of the branch manager for the duration of the incubation, ensuring branches operate fully in accordance with the redesigned customer journeys, operating model standards, service blueprints, and sales targets.
6. Report the operational and commercial performance of incubated branches against agreed KPIs, intervening proactively where performance deviates from target and escalating material issues to the Head of Branch Operating Model & People Change ensuring, operating model adherence.
Workforce Transition & Capability Building
7. Guide workforce transition to new branch models, by developing/coaching and training employees’ capabilities in collaboration with the L&D department.
8. Define people’s performance framework’s role expectations, and competency requirements to ensure alignment with the branch transformation operating models.
9. Develop talent and coaching/training programs for the branch transformation operating models to close any talent gaps.
10. Track employee adoption, training effectiveness, and capability development throughout the transformation journey, recommending corrective actions where required.
Communication & Engagement
11. Work closely with Internal Communications to ensure consistent internal messaging by reinforcing clarity, and alignment.
12. Coordinate stakeholder engagement sessions, workshops, and awareness activities to gather employee feedback, address implementation challenges, and support successful change adoption.
Policies, Processes and Procedures
13. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Day- to-day operations
14. Follow the day-to-day operations related to own jobs in the Branch Transformation Program to ensure continuity of work
Compliance
15. Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.
Policies, Processes and Procedures
16. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner