The Head of Retail will provide strategic leadership and development of the Bank’s Retail business while maintaining high level of customer satisfaction and business growth. The position will ensure leadership of high performing teams to deliver financial solutions that meet the needs and expectations of our existing and potential Retail customers with a view of maximizing returns to all shareholders.

The Head of Retail will report to the Managing Director.
Key Responsibilities.
• Ensure strategic leadership and direction of the Bank’s Retail business in line with the Bank’s overall strategic intentions and business plans.
• Develop and monitor Retail’s deposit (funding) and asset portfolios to ensure that the Bank remains competitive and promptly reacts to changes in both the internal and external environment.
• Management of the Retail Banking channels to optimize service delivery and grow profitability.
• Overall management of the channels and Branch network to ensure superior service offering to all the Banks’ customers, reduction of operating costs by ensuring efficient utilization of the Bank’s resources, institute controls and drive adherence to policies, procedures, and the associated controls.
• Develop and execute product strategy for new and existing products, ensuring market segmentation and initiatives to drive continual market relevance of the Bank.
• Monitor and manage customer complaints, constantly review service delivery standards, and position staff in a way which ensures maintenance of the highest service standards.
• Organize, manage, and develop the available human capital within Retail network.
• Foster strong and robust relationships with all key stakeholders of the Bank including but
not limited to shareholders, customers, regulators, and the community at large.
• Drive collaboration and engagement with other functions in the Bank.

Skills /Abilities
• Strong business acumen
• Excellent communication and presentation skills
• Awareness and appreciation of the external environment, consciousness of the developments trends in the local market and the world at large and resulting impact on the Bank and Industry.
• Strong analytical skills
• Product knowledge- thorough knowledge of Retail Bank products and services and extensive Banking industry knowledge.
• Excellent stakeholder management with the ability to build and maintain effective relationships.
• Excellent people management skills including change management with the ability to develop a high performing team.
• Customer Relationship Management and Negotiation skills.
• Project management, planning and organization skills.
• Thorough knowledge of the Bank’s credit processes.
• Risk management skills cutting across key risks in the Bank and Industry.

Education And Experience
• A Bachelors’ degree from a recognized institution in Business Administration/ Sales/ Marketing / Finance or any business-related field.
• A Master’s Degree in Business Administration/Business management/Business Analysis or in relevant field will be an added advantage.
• Professional certification in Financial Analysis/CMI/Project Management.
• At least 6 years’ relevant work experience, 3 of which should have been in a leadership position.
• Experience in Portfolio Management of Retail Banking customers.
• Experience operations management, general Banking operations, credit risk analysis, relationship management and service delivery.
• Products knowledge and experience with ability to package simple and complex Bank products and services.