Head of Retail at Stratostaff

Job Summary:

• A well-established commercial bank has embarked on a robust growth strategy and is looking for a dynamic, highly creative, and technology-savvy proactive Kenyan professional with strong credentials and relevant work experience to fill the position below to be stationed at its Head Office.
• Reporting to the Executive Officer - Business & Strategy, the incumbent carries overall responsibility and business accountability for the Bank's Retail Banking business across the branches. This will involve strategy formulation, execution, and delivery of set business targets across the branch network.

Main Duties:

• Develop and drive growth strategy for retail products through the team as per the approved budget.
• Roll out plans for a suitable, optimal, and competitive product portfolio mix for business development for current and anticipated target market needs.
• Ensure the provision of effective account relationship management to obtain optimal customer satisfaction and retention.
• Develop and implement the retail banking strategy in alignment with the bank's overall goals and vision.
• Lead and inspire a high-performing team to deliver exceptional customer service and achieve business targets.
• Oversee day-to-day operations of the retail banking department, ensuring compliance with regulatory standards and best practices.
• Build and maintain strong relationships with key stakeholders, including customers, branch staff, and external partners.
• Monitor and analyze market trends, customer behaviors, and competitor activities to identify new opportunities and potential risks.
• Foster a customer-first culture across all touchpoints and ensure continuous improvement in customer satisfaction metrics.
• Collaborate with senior leadership to define and execute business plans that drive revenue growth and cost efficiencies.
• Ensure that retail banking operations comply with regulatory and internal policies and procedures.
• Responsible for the increase in customer base and retention.

Requirements

Minimum Qualifications:

• Minimum of a bachelor's degree in a related field with 15 years' experience in a banking environment.
• Master’s degree/professional qualification is an added advantage.
• At least 5 years' experience in a Business Leadership role.
• Proven experience in managing large teams and cross-functional collaboration.

Key Competencies:

• Knowledge and effective application of all relevant banking policies, processes, procedures, and guidelines to consistently achieve required compliance standards or benchmarks.
• Deep industry knowledge of current banking business trends.
• Innovative - generates ideas, shows ingenuity, and thinks up solutions.
• Achievement/results oriented - enjoys challenges and is strongly motivated to achieve impressive results.
• Leadership to nurture and sustain employee satisfaction and to manage changes.
• Interpersonal skills to communicate effectively and manage customer expectations (internal and external) and other stakeholders who impact performance.
• Strong understanding of retail banking products, digital transformation, and customer experience strategies.