Sales Management

• Develop sales strategies for the channel/s in line with the Segment’s Customer Value Proposition and Sales Strategy.
• Coordinate the sales budgeting process for new business volume and value, with proper allocation to channels, Segments, Products and other Market considerations
• Coordinate and monitor the sales activities to ensure alignment to budgets and to adjust sales tactics to optimize local market conditions
• Work with the data team to identify and anticipate trends, gaps and sales opportunities

Service Management

• Drive focus on self-service electronic channels and initiatives that ensure reduced cost of service and optimal customer convenience
• Champion the tactical implementation of the service delivery plan to ensure best customer experience in line with the Bank’s Standard’s and metrics
• Ensure strategic integration of the sales and service delivery platforms to ensure that service initiatives support the sales strategy.
• Identify opportunities to harness technology to deliver increased traffic to the alternate banking channels and reduce foot traffic to the banking halls.
• Assess existing process tools against changing business needs; in order to identify gaps and act as the business approval point for day-to-day process issues and clarify operating model and accountabilities with business heads.
• Analyses needs and challenges of diverse sales, service and operational groups to ensure that focus is targeted on those activities that drive the most fundamental change and that align to key strategic and tactical changes led by other business units.
• Act as member of PMO leadership team and support continuous improvement of execution processes

Leadership, Communication and Transformation

• Develop and maintain an effective communication structure to manage and lead transformation of new Distribution Channels initiatives
• Provide robust communication and feedback to the Client Segments Heads, Client Solutions and the Executive of the Bank.
• Create innovative capabilities that bridge mobile, social, email and web in order to provide appropriate solutions and services that are driven by consumer insight.
• Directly responsible for market research, competitor analysis and industry projections
• Identify potential opportunities for the bank’s digital channels.
• Anticipate and respond appropriately to new demands, priorities, challenges, or obstacles that impact channels.
• Define key business challenges and models digital, and electronic, solutions.
• Lead design thinking and ensures success of product innovation and digital initiatives based on a customer-centric approach to design (from concept to actual working application for both staff and external customers).
• Design, develop and implement a change management strategy and framework for channels
• Accountable to develop strategies to holistically, simplify work activities across branch distribution, defining and designing standardized processes by product, channel and by touch point.

Measure

• Turn – around time on new process and system adoption
• Channel user experience/usability metrics and dashboard implemented
• Achievement of customer experience measurement targets aligned to organisation Customer Experience objectives

• Track revenue generated against cost of implementation to guarantee viable return on investments.
• Design and implement robust sales plans to ensure continuous lines of revenue generation may be opened up across all the channels.
• Measure
• Cost savings realised optimization of the channels and migration of customers
• Revenue generated due to product optimization
• Seamless retirement of mature digital products to make room for new entrants in line with customer and industry context.
• Increased sales and seamless on boarding of Digital Banking customers

Financial Management

• Take charge of the channels profitability
• Inputs into budgeting process and cascade budget figures to the teams
• Ensure departmental financial targets are monitored and managed monthly, with clear action plans to bridge the gap where necessary

Compliance – Risk Management and Processes

• Ensure that all channels are compliant with laid down risk standards
• Ensure that all compliance and regulatory issues are raised
• Put in place the necessary measure to achieve satisfactory channel audit results
• Ensure all people management, operational risk management and customer service management processes are adhered to.
• Contribute to the ongoing development and maintenance of the Control Framework, establishing standards and controls and maintaining product governance and policies to ensure regulatory requirements are met and to optimize and sustain the distribution channel operations and achieve business objectives.
• Accountable to develop tools and performance metrics to identify areas of non-compliance and work with internal partners to rectify the gaps in order to deliver a consistent customer and employee experience
• Manage of all compliance processes (Institutional requirements, statutory requirements, regulatory requirements) and reporting.
• Report non-compliance and any process deviations from the vendor SLAs
• Interacting with internal and external bodies such as Risk management, Internal Audit, Legal Services regulations and other industry bodies in order to maintain a sound compliance and risk-free environment in the digital banking space.

Measure

• Satisfactory Audit rating
• No overdue repeat audit findings

Competency Label: Making Decisions

Competency Description:

This competency is about the pace at which individuals are prepared to make decisions, as well as their willingness to take responsibility for their decisions when under pressure. It also deals with the extent to which individuals are definite about their views and opinions.