Chief Retail Banking Officer at Family Bank Ltd

Are you a go getter, positive minded individual who fits the role profile captured below? There is an opportunity for ambitious, self-driven individuals to fill the above position.

Reporting to: Chief Executive Officer.

Job Purpose:

The role holder will be responsible for developing the Business Strategy for the Retail Banking Business, providing leadership for successful achievement of the Business goals and minimizing risk in the Business. This role will also entail analyzing information received through the branch network and providing recommendations to management for input into short, medium and long term Retail strategy.

Key Responsibilities:

• Develop a comprehensive customer experience strategy for the organization in line with the vision of the organization.
• Creating a customer centric culture by continuously engaging with the team and empowering them to take an extra step to deliver an awesome experience to the customers.
• Innovating processes, systems including CRM, sales cloud etc. to enable customers to engage effortlessly, transacting & managing requirements through self-care.
• Responsible for generating revenue and driving growth in market share in the Retail Business through the implementation of effective strategies for Sales, Customer Retention and Market penetration.
• Manage and co-ordinate transaction income business of the Department in order to maintain and improve their efficiency and effectiveness in line with set targets.
• Continuously provide a data base of target markets in the country guided by the market demographics/sectors.
• Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
• Establish and manage key customer experience processes, including but not limited to customer contact, complaint management, referral management and customer retention.
• Monitor and review customer service in order to retain and develop an optimum customer base for the bank and conduct customer service surveys at department level to ascertain the level of customer satisfaction with the service at Business units.
• Ensuring that retail network achieves set targets as per the strategy of the bank.
• Responsible for driving the overall productivity and performance of the branch network by setting appropriate Business goals and targets.
• Researches and evaluates trends in the Market /Industry and establishes strategic customer feedback channels to ensure that Retail products and Services are relevant and competitive at all times.
• Responsible for identifying and reporting potential and actual Money Laundering Risk, including suspicious transactions in accordance with the laid down AML/CFT policies & procedures.
• Takes primary responsibility for managing and minimising the inherent and potential Risks in all areas of Business (Legal, Credit, Market, Operational, Reputational, AML and People) by working closely with the Risk Management Function to develop and implement policies and procedures that provide assurance against risk in the overall Bank Business.
• Actively provides leadership by contributing to the collective Leadership Agenda and sharing business insights/ feedback to maximise the overall performance and wellbeing of the bank.
• Role Models the Brand and Corporate Values of the Bank in the internal and external market environment.
• Develops, Coaches, motivates and manages the performance of individuals and teams within Retail Banking and across the Bank to achieve success in career and business goals.
• Actively provides leadership by contributing to the collective Leadership Agenda and sharing business insights/ feedback to maximise the overall performance and wellbeing of the bank.
• Any other official duty that may be allocated by management from time to time.

Key Competencies and Attributes

• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
• Goal focused and able to spot business opportunities.
• Builds networks and maintains strong relationships.
• Able to manage and influence others to achieve results.
• Has passion and drive to achieve results under difficult circumstances.
• Pleasant and able to relate well in diverse social set ups and teams.
• Upholds high standard of Professionalism, integrity and respect for others.
• Able to identify, motivate and develop talent within the Bank.
• Capacity to influence decisions at senior management levels.
• Communicates effectively.
• Drives high performance in teams.
• Ability to develop productive working relationships and achieve results with deadlines.
• Influencing across of a culturally diverse team across functions and geographies without direct reporting line.
• Strategic acumen.
• Conceptual thinking – able to structure and organize.
• Execution orientation – able to execute and deliver results.

Qualifications

• Bachelor’s degree in Commerce/Business related field.
• Master’s Degree/MBA or Professional qualification in Banking or related field is a plus.
• A proven track record in managing banking Operations, Sales and Service in Retail Banking.
• Proficiency in leading and managing Sales and revenue growth in a retail business.
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry.
• Knowledge and ability to size industry trends and the competitive environment.
• Able to apply Financial knowledge and skills to achieve business goals.
• Able to identify and minimize potential and inherent risks in banking.
• Communicates effectively and is able to explain complex Business issues.
• Track record of motivating, managing and developing individuals and teams to achieve results.
• Proficient in the use of Banking and office management systems.
• A member of a professional body is a plus.
• Have a minimum of 10 years working in the Banking Industry; 4 of which must be in a senior management position.