Head of Retail Digital Banking Solutions at NCBA Group

About the role

To lead the Retail Banking Digital solutions team by developing a digital strategy for retail banking that is aligned to the bank’s strategic direction. Driving the adoption of technology across all Retail Banking client segments and operating units through:

• Communicating the digital vision and strategy for Retail Banking to all stakeholders across the business and region.
• Effective translation of technologies into customer journeys and experiences.
• Applying available and emerging technologies into the operating environment to extract operational efficiencies across branch and central operations in the processing of client transactions.

The function is also responsible for developing to scale the existing digital lending business profitably.

Key Responsibilities:

Financial - 50%

Achievement of the annual financial targets;

• Development of new business models to deliver and capture value from retail banking customers resulting in growth of NFI.
• Maintain a healthy portfolio for the digital loan’s product with a target NPL of 2.5%.
• Optimize business processes to bring about operational efficiencies and cost savings.
• Drive traffic away from branches and promote the use of digital channels.
• Building alliances and partnerships to generate revenue streams through monetisation of digital assets
• Profitability of the Retail Bank digital lending business.
• Maintain an understanding of external competitive digital developments and their impact on our business and innovation strategy.
• Clear cascade of strategy and objective to the team to deliver on the financial targets.

Internal business processes - 20%

• Generate an ideas funnel towards achieving results in line with the overall strategy, architecting the digital roadmap for the digitization of the Retail Bank customer journeys for service and product delivery.
• Working with key internal support and control stakeholders (Branch operations, Retail and Wealth product managers, Central Technology and Ops teams, Enterprise Risk, Compliance and Legal) to ideate, build and manage smooth processes related to digital businesses.
• Control and periodically check operational risks and workflow in conjunction with Operations.
• Drive the system towards service quality standards in an efficient operation where risks are well controlled (through product process re-engineering).
• Manage fraud risk associated with digital lending.

Customer - 20%

• Design and deliver customer journeys that enhance channel utilization.
• Enhance our customer offering by delivery of bank products digitally.
• Design processes that will safeguard both the customer and the bank from financial losses.
• Constantly engage with the call center teams to review top caller reasons and customer feedback in order to take actions that ensure customer needs are met.
• Maintain a high customer rating of our digital channels across the different play stores.

Learning and growth - 10%

• Drive cultural change towards digital across the Retail business and Group in general
• Inject the required new talent and motivate them to create Digital human-centred design thinking and design
• Provide leadership for the digital business team through clearly communicating strategy and goals and coaching sessions.
• Improve the team’s competencies necessary to deliver on the digital strategy.

Does this sound like you?

Academic:

• Bachelor’s Degree for a recognized University (Computer Science preferred)
• Master’s Degree in a business or technology field.

Desired work experience:

• 10+ years’ work-experience in digital banking product management and/or consumer-facing mobile product in Banks or Financial institutions.
• Exposure to digital business models like e-commerce, B2B, B2C marketplaces is desirable.
• Must have hands-on micro-services experience where API-first architecture design has been implemented.
• Strong understanding/focus on digital technologies and platform ecosystems and how these are impacting the Retail banking industry.
• Strong experience in consumer facing product management and design thinking.
• Financial industry experience preferred but open if relevant to digital banking goals.
• Demonstrated actual practice in scrum/iterative application development, web oriented architecture, API strategy and Cloud computing.
• A proven knowledge of all aspects of the technology stack in a large scale, complex organization is critical.

Ideal Job competencies

1. Strategic Thinker: Understands the overall ambitions/ strategy of the organisation, and how the ambitions can be realized
2. Good Execution skills: Able to implement strategies by thinking through steps of implementation, taking operational decisions, and putting personal effort as needed
3. Analytical and Problem Solving skills: Able to implement strategies by thinking through steps of implementation, taking operational decisions, and putting personal effort as needed
4. Visionary Leader: Drives investments and strategies with a clear cut, sharp vision of the future. This will entail guiding the team into repositioning the bank for the long run. The vision of the future must be strong, providing the foundation for investment of resources towards the future vision.
5. Digital – Savvy: Understands concepts like banking from cloud, IoT, API gateways, and biometrics. Ability to appreciate the benefits that the use of technology can bring to the business
6. Designer: Understands digital design and transformation processes that will give customers an end-to-end, and best-in-class digital experience without compromising on controls and safeguarding both the customer and the bank from financial losses.
7. Team Leader: A great team leader, transformer of organizations and motivator. He/she will have to have the vision and the courage to break internal barriers, inject the required new talent and motivate them to create global thinking and design with local adjustments and executions. The leader will also need to recruit and integrate new talent among experienced veterans, empower innovators, and give breathing room and power to ideas wherever they come from.
8. Initiative: The passion of the digital banker will need to drive the bank to the future. To negotiate and convince internal stakeholders from ICT, Compliance, Regulators, HR, Enterprise risk and probably from shareholders and the board
9. Change Manager: Understands the process to engage stakeholders in designing and delivering change while staying conscious of impact on peripheral processes and systems.
10. Understands that change requires effort to achieve client and staff adoption to achieve the expected ROI and client impact

Behavioural Competencies:

1. Results and Achievement Oriented: Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads
2. Good Selling and Negotiation Skills: Must be a good negotiator, particularly in when selling new ideas on changing products and work practices
3. Good leadership & Interpersonal Skills: Strong interpersonal skills and leadership ability, which encourages and promotes enthusiasm and team spirit
4. Flexible and Adaptable: Ability to quickly adjust to new changing trends and remain effective when faced with new challenges and responsibilities

Persons of all gender, race, sex, orientation, age, and identity are encouraged to apply.