|
|
|
| | |
| |
|
|
15-May-2026 |
26-May-2026 |
|
| Permanent position in the Senior Management sector/job category. |
MINIMUM EDUCATION
Post-graduate qualification in Business/ Commerce/ Business Administration or equivalent qualification
MINIMUM EXPERIENCE
Minimum 15+ years’ work experience in a similar leadership role with exposure to digital banking, customer journey mapping, and omni-channel strategies in a personal/ retail banking environment
CRITICAL COMPETENCIES
Strong understanding of Customer Channels landscapes as well as mobile, internet, and emerging banking technologies, including digital onboarding, payments, and authentication solutions
Channel strategy development to define and execute omni-channel strategies aligned to business objectives and customer needs
Business and financial acumen to understand cost-to-serve dynamics, channel economics, and the impact of channels on profitability and customer lifetime value
Strong data and analytics capability, using channel usage data, customer insights, and operational metrics to drive decision-making and improve outcomes.
Proficiency in streamlining and enhancing customer journeys across digital and physical touchpoints.
Ability to inspire and align diverse teams around a unified channel vision.
Strong ability to influence at an executive and board level to secure buy-in and drive delivery.
Governance and Risk Management
Partner and Vendor Management
Presentation and reporting skills
Project management skills with ability to manage complexity to achieve the right outcomes.
ADDITIONAL COMPETENCIES
Navigates fast-changing environments and shifting customer behaviours with agility and speed
Focuses on ongoing enhancement of service models, technology, and operational performance
BEHAVIOURAL ATTRIBUTES
Strategic thinking
Integration/Holistic thinking
Analytical thinking
Steward leadership
Customer centric approach
Results oriented mindset
Influence
Collaboration
Formulating strategies and concepts
KEY RESULT AREAS
Leadership and resource management
Lead, manage, and develop a high-performing teams. Provide coaching, training, and professional development opportunities to enhance the team’s skills and capabilities.
Manage and develop subordinate(s): Performance management in terms of contracting, reviews and poor performers, Training and development, Employee relations
Manage people efficiencies through leave management, headcount budget, fixed term contracts, staff movements, secondments, staff utilization
Take appropriate disciplinary measures as required
Facilitate induction of new staff within one month of joining the organization
Strategy Development and Business Growth for all sales channels
Oversee the development and implementation of a strategic plan for Customer Channels that supports the organization’s vision and goals; translates the strategic plan to staff to ensure support; and modifies the plan in response to changing internal and external factors.
Analyse current and future market trends, and proactively provide solutions that will inform strategic decisions and reduce risk needs
Initiates contact with potential partners, identifies profitable deal points, negotiates transactions, and manages the implementation within the organization.
Partner with executive leadership team in setting appropriate policies and determining strategies to meet or exceed revenue, profit, and cash flow commitments to the Bank.
Focus on the continuous improvement and optimisation of digital engagement solutions, processes and services and fostering an agile approach and methodology.
Establish strategic relationships with digital partners with a view to enhancing and growing of the digital community of the Bank.
Ensure new and enhanced digital products and features are delivered to customers.
Driving customer services and customer acquisition targets.
Lead and work with team to expand the customer base through leveraging both internal and external relationships to drive sufficient growth and Customer outcomes.
Ensure risk and control framework is in place and that business activities within the team comply with regulatory requirements and internal policies and guidelines.
Facilitate the delivery of excellent customer service processes throughout the Bank and ensure that the teams are meeting standards and maintaining customer satisfaction
Customer Channels Optimisation
Ensure that all channels are equipped to drive cross-selling and upselling of the Bank’s products.
Expand digital onboarding and product origination capabilities (e.g., opening accounts, taking loans, applying for credit cards via app/online).
Implement and support marketing and product campaigns through various customer channels in order to increase revenue.
Optimise and lead Customer Channels as sales engines (branches, digital, contact centres) for the Bank.
Enable and optimise product origination journeys (e.g. loans, accounts, cards) across all channels.
Increase adoption and usage of self-service platforms (mobile banking, internet banking), reducing cost-to-serve and increasing transaction volumes.
Responsible for all sales channels Profit & Loss (P&L). Ensure that sales targets for all products sold are achieved
Responsible for Forecasting of annual and quarterly budgets for all customer channels (branches, ATMs, digital platforms, call centres), monitoring of revenue generation, in order to achieve the strategic objectives of the Bank.
Risk & Compliance
Identify and manage operational risks across all customer channels (branches, ATMs, contact centres, digital).
Oversee the implementation of risk and regulatory controls and ensure mitigation plans are in place.
Maintain and monitor key risk indicators (KRIs) related to service interruptions, customer complaints, system downtimes, and fraud events.
Ensure channel teams comply with relevant risk and compliance protocols
Drive and monitor relevant regulatory/ compliance reporting inline with regulator and industry requirements. Provide regular reporting to the Risk and Compliance functions on:
Channel risk exposures
Control effectiveness
Incidents or breaches (e.g., data leaks, service failures
Strategic Partnerships and stakeholder Management
Work closely with product heads, marketing, operations, risk, and compliance to deliver on channel-related objectives.
Liaise with external partners/vendors for outsourced or third-party channel solutions
Identify, partner and onboard external partners (e.g. fintech’s, telcos, retailers) that enhance or extend banking service delivery through new or shared channels.
Develop embedded finance partnerships (e.g. banking services offered within partner platforms or apps).
Manage partnerships for agent banking models, smart kiosks, and mobile banking agents where applicable.
Collaborate on customer journey design with relevant teams, ensuring that digital and physical channels are integrated and coherent.
Work with analytics and data science teams to derive insights that inform channel strategies and decision making
|
| You applied for this position on . |
|
| |
|
|
12-May-2026 |
22-May-2026 |
|
| Permanent position in the Senior Management sector/job category. |
1 - Operational Risk and Compliance
1. Implement compliance and risk policy
2. Design, implement and lead a risk management strategy for the channels
3. Embedding a risk aware culture
4. Establish and quantify the organisation's risk appetite' and ensure risk approach adheres accordingly
5. Horizon scan to increase awareness of risks affecting the business
6. Ensure compliance with regulatory obligations whilst taking a commercial and practical approach to risk based challenges and offer appropriate solutions
7. Continual drive for enhanced efficiency and client service (internal and external) in all first line Risk and Compliance processes
8. Develop, lead and motivate the Risk and Compliance team to maximise effectiveness
9. Ensure senior management remain informed of regulatory, legislative and best practice changes and their obligations under these changes and how they impact the Channels
10. Provide regular reports to management and other relevant bodies detailing any current issues or information as required
11. Corporate governance involving external risk reporting to stakeholders
12. Providing support, education and training to staff to build risk awareness within the organisation.
13. Provision of proactive and practical regulatory advice to business managers and support functions
14. Manage the successful delivery of compliance projects ensuring technical excellence and a practical/business driven approach.
15. Support and lead on Group projects as assigned
16. Work closely with key stakeholders to understand the business requirement for projects, develop effective working relationships during project implementation and ensure business as usual ownership is understood by management
17. Embedding ownership and leadership accountability of risk across the business
1 - Customer
1. Create and maintain productive relationships with internal and external clients by providing advice and assistance.
2. Create understanding of the ‘real’ versus ‘perceived’ need through, experience and expertise while complying with company policies, legislation and regulations.
3. Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
4. Build a positive image by exceeding client expectations at all times
5. Treat internal and external customers fairly at all time
3 - Management of resources
1. Manage and develop subordinates:
2. Performance management
3. Training and development
4. Employee relations
5. Manage people efficiencies through leave management
6. Take appropriate disciplinary measures for any insubordination by staff
7. Recruit staff as required
8. Investigate, recommend and apply most appropriate tools for the function |
| You applied for this position on . |
|
|