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Branch manager: Hannah

This Case Study belongs to Banker.

Hannah graduated with a BA in International Business Studies from Sheffield Hallam University in 2006. Hannah really wanted to work in retail, having worked for a high street clothing retailer for two years. She enjoyed the fast pace and frequent customer interaction. Retail banking seemed more demanding and also had more options available for career progression.

Hannah started as a cashier while at university to earn some extra money. She enjoyed the role and responsibilities so much that she applied for the banking graduate scheme and succeeded in getting a job through the normal application process.

Branch management is extremely fast paced and team based. To get into the job you need to enjoy never knowing what the day is going to bring and working in teams. Enthusiasm is vital when getting into any job, but with this one you never sit down for too long, so energy is important. You also have to learn how to motivate people in different ways, as every team member has a different 'make-up'. You need to listen to all area coordinators as you have to keep several plates spinning (sales, service, people and risk). Focus on just one part of the role and your branch will not perform.

In the course of her degree Hannah learned how to work within a team with individual needs, as well as a basic understanding of how a business is run. It also gave her an insight into the global impact of business. This helped her more recently with challenges brought on by the credit crunch and the problems with banking in America.

Banking was not part of Hanna's course. She has gained much of her knowledge on the job. However, learning about working with people and teams on her course was invaluable. She also learned how to think on the job, as you don't always get time to reflect in this position.

Hannah's regular tasks on a daily basis include motivating staff, running sales meetings, diary prospecting and assessing risk, including withdrawal procedures and opening knew accounts. She also monitors sales targets and achievements, reviews staff on a one-to-one basis, helps customers, particularly over the lunchtime period, and manages cash procedures and deliveries.

Hannah was a cashier when studying and now she is a branch manager. She has endured many learning curves in this role. She now has to direct reports and oversee supervisors. She develops a team and directs their training and developments, as well as keeping herself up to date. A key element of her job is succession planning. For Hannah there is no better feeling than having members of a team transfer to do jobs that they really deserve and that she has helped them get a little closer to their career goals.

Case Study sourced by Paul F Brown of University of St Andrews, 09 June 2008.