Branch Performance

Compare branches across performance, evidence, satisfaction and compliance — with AI insights into outliers.

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OPOS Strategic Performance Framework

Mandatory

Every branch scorecards entry is aligned to one of six strategic perspectives · scope: Nairobi.

Alignment

Financial

81/100

Customer

62/100

Process

61/100

People

61/100

Innovation

71/100

Governance

76/100

Network composite

81/100

10 branches · 6 regions

Improving

vs prior quarter

Declining

requires intervention

Top branch

Nairobi · Westlands

Catherine Njeri · 94 composite

Branch Rankings

Composite score = 40% Performance · 25% Evidence · 20% CSAT · 15% Compliance

≥ 90 80–89 70–79 < 70

#	Branch	Region	Performance	Evidence	CSAT	Compliance	Composite
1	Nairobi · Westlands 86 · Catherine Njeri	Nairobi	94	91	92	98	94+3.2
2	Nairobi · Upper Hill 72 · Brian Otieno	Nairobi	92	89	90	96	92+2.1
3	Mombasa · Nyali 64 · Samuel Kipchoge	Coast	90	87	89	94	90+1.4
4	Kisumu · Oginga Odinga 58 · Janet Akinyi	Nyanza	88	85	87	92	88+0.8
5	Nakuru · Kenyatta Avenue 70 · Peter Mutua	Rift Valley	85	83	84	90	85+0.5
6	Eldoret · Uganda Road 52 · Nancy Atieno	Rift Valley	82	80	81	87	82-0.3
7	Thika · Kenyatta Highway 48 · Patrick Owino	Central	78	74	77	82	78-1.2
8	Nyeri · Kimathi Way 44 · Stephen Wekesa	Central	75	72	74	79	75-1.8
9	Kakamega · Mumias Road 38 · Esther Chebet	Western	68	64	66	71	67-2.4
10	Garissa · Kismayu Road 34 · George Mwangi	North Eastern	62	58	61	65	62-3.1

Performance Heat Map · KPI × Branch

Darker green = stronger performance · darker red = weaker

Branch	NPS	Wait time	Cross-sell	Compliance	First-call res.	Audit pass
Nairobi · Westlands Nairobi	96	92	99	91	96	90
Nairobi · Upper Hill Nairobi	88	99	87	92	91	95
Mombasa · Nyali Coast	96	83	93	87	96	87
Kisumu · Oginga Odinga Nyanza	84	89	88	92	83	95
Nakuru · Kenyatta Avenue Rift Valley	89	83	87	83	90	82
Eldoret · Uganda Road Rift Valley	78	87	78	90	77	82
Thika · Kenyatta Highway Central	81	77	84	71	81	75
Nyeri · Kimathi Way Central	72	79	71	76	75	79
Kakamega · Mumias Road Western	74	61	71	65	69	65
Garissa · Kismayu Road North Eastern	59	64	58	67	58	70

AI Insights

Live

Why Westlands leads

Sales conversion 22% above network median — disciplined daily huddles.

Zero open audit findings for 9 consecutive months.

NPS +18 driven by sub-3-minute wait times and senior bankers on floor.

Evidence completeness at 91% — all KPIs have audited primary sources.

Why Kismayu Road is struggling

Branch manager vacancy filled only 6 weeks ago — leadership stability lowest in network.

Compliance score dropped 9 pts after two unresolved KYC findings.

CSAT correlated with 14-minute average wait — staffing model under-resourced for peak hours.

Evidence quality at 58 — three KPIs rely on self-reported figures, not audited.

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