Summary
Date Posted: Saturday, September 23 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose Statement
To lead the Bank’s Retail Banking teams by developing strategic objectives and goals that are aligned to the bank’s strategic direction. Effective management of Branch profitability and controlling the risks that are inherent in the branch operations and credit processes.Motivating and guiding the teams towards achieving the objectives which are:
• Growth of the Retail, Business Banking and SME Banking balance sheet and revenue in line with budget;
• Expanding the customer base through the execution of a focused target market strategy. Competitive positioning of the bank in its chosen markets.
• Effective account relationship management resulting in optimization of customer acquisition, customer satisfaction, retention, and growth in the share of wallet through the delivery of multiple products and solutions to customers.
• Product development oversight, aimed at sustaining the Bank’s competitive position within its chosen market segments. Additionally the role holder is responsible for high quality customer experience through the Bank’s delivery channels

Key Accountabilities (Duties and Responsibilities)
Financial (50%)
• Achievement of the Bank’s Retail Banking’s annual financial targets both P&L and Balance Sheet.
• Balance Sheet Growth
• Profitability: Profit Before Tax (PBT)
• Provide overall leadership in the development of a clear and effective Retail Banking strategy that is translated into operational models and performance scorecards for the respective departments that deliver Balance sheet, revenue, profitability and share of market objectives.
• Provide overall leadership in the development and structuring of retail products and/ or facilities aimed at enhancing balance sheet growth and revenue streams of the Bank.
• Strong, current and effective relationships and networks that can be leveraged to enable the Bank achieve its objectives.
• NPLs contained within the limits set.

Internal business processes (20%)
Risk Mitigation, Compliance & Audit
• Regularly identify, measure, monitor and control the overall levels of risks in the Transactional business
• Responsible for the units RCSA development, regular reviews and updates to ensure risk management adaptation to the changing business environment
• Responsible for the Performance management of all Retail l Banking staff ensuring effective target setting, monitoring and correct performance measures are done.
• Oversee the effective management of Branches, adherence to policies, procedures and statutory guidelines.
• Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML regulations.
• Lead the process and confirm closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame.
• Creating and/or approving policies and procedures that give the Bank a competitive advantage whilst fully adhering to all statutory, regulatory and group guidelines.
• Member of the Committees as defined in the Bank’s governance policies and guidelines.
• Take a proactive role in contributing to and influencing policies and the strategic direction of the Bank:

Audit, Compliance and Risk Rating = Satisfactory
• 100% adherence to policies, procedures and statutory guidelines.
• Audit issues closed within the quarter of identification, or within the agreed time frames, whichever is shorter.
• Nil repeat audit findings
• 100% SLA Adherence
• 100% adherence to agreed turnaround times
• Policy knowledge

Customer (20%)
• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Uses data to make better and faster decisions. Takes actions based on analytics and intelligence that provide near-real-time insights into the customer’s needs and behaviours.
• Delivers content, messaging and experiences that are personalized and relevant to the customer based on the customer’s preferences.
• Personalizes and optimizes the customer’s journey.
• Timely and effective use of CRM system to manage customer queries, complaints and other correspondence in a timely manner and within set standards for customer satisfaction
• Net Promoter Score
• CSI/RSI

Learning and growth (10%)
• Provide overall leadership of the functions within Retail Banking and defining a framework for developing them into a high performing and engaged workforce, through managing their performance, motivating, coaching and training them accordingly.
• Maintain a high performance at an average quarterly performance rating of 90% for the team.
• Up-to-date competency assessments and development plans for the team.
• Product knowledge for the team – average rating of 98%.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff.
• Own competency score.
• Level of own development plan maintenance.
• Employee Engagement score.
• Leadership - 360-degree feedback score.
• Ideal Job Specifications

Academic:
• Bachelor’s degree in business related field from a recognized accredited university.
• Master’s degree in strategic management or business administration, or other similar relevant qualification is an added advantage.

Professional:
• A minimum of 10 years’ experience, with at least five (5) years in middle level management in Retail, SME & Commercial Banking
• Strong banking knowledge and expertise

Desired work experience:
• Proven track record of consistently achieving set objectives with a market reputation of being trusted and reliable and independent minded on matters pertaining to banking.
• Significant experience in Retail Banking. Expert knowledge in banking, structuring solutions and leading cross functional teams in a financial services environment.
• In-depth knowledge and experience of the banking industry, regulations and trends in the regions under his / her responsibility.


Work Hours: 8

Experience in Months: 120

Level of Education: Bachelor Degree

Job application procedure

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