Director Retail Products

Role Overview

The Director – Products is responsible for defining and executing the strategic vision, development, and lifecycle management of the bank’s retail products across both digital and non-digital channels. The role ensures that products are innovative, customer-centric, commercially viable, and aligned with the bank’s overall retail banking strategy. By translating market insights and customer needs into compelling value propositions, the Director – Products drives product market fit, profitability, and sustainable growth while collaborating with cross-functional teams to deliver high-quality solutions that enhance customer experience and deliver measurable business impact.

Key Responsibilities

Financial Performance (60%)

• Develop and execute the retail products strategy to drive balance sheet growth, revenue growth, profitability, and market share.
• Build and maintain robust business cases for new products and enhancements.
• Drive product pricing strategies and value propositions that optimize customer lifetime value (CLTV).
• Monitor and manage product performance using key financial metrics such as revenue contribution, cost of sales (COS), customer acquisition cost (CAC), and profitability.
• Identify opportunities for product innovation and diversification to increase revenue streams and enhance the bank’s retail offering.
• Manage the product portfolio lifecycle to ensure optimal allocation of resources and maximum financial performance.

Customer Experience (20%)

• Define and champion a compelling product vision that addresses real customer needs and solves meaningful problems.
• Ensure products deliver superior customer experience across both digital and physical channels.
• Drive product market fit by understanding target customer segments through segmentation, targeting, and positioning (STP) analysis.
• Monitor product adoption and engagement using metrics such as daily active users (DAU), monthly active users (MAU), customer satisfaction, and Net Promoter Score (NPS).
• Continuously gather customer insights and market intelligence to refine product features, usability, and value propositions.
• Ensure that product design and delivery support seamless, intuitive, and accessible customer journeys.

Internal Business Processes (10%)

• Lead the end-to-end product lifecycle from concept development, testing, launch, scaling, and continuous improvement.
• Ensure product development aligns with the bank’s strategic objectives, regulatory requirements, and risk management frameworks.
• Collaborate closely with technology, operations, risk, compliance, marketing, and other stakeholders to deliver high-quality products.
• Establish and track product performance metrics and dashboards to support data-driven decision making.
• Oversee product testing, market validation, and feasibility analysis to ensure viability before launch.
• Ensure strong governance, transparency, and communication with stakeholders regarding product performance, priorities, and delivery timelines.
• Drive continuous improvement of product development frameworks, methodologies, and processes.

People & Culture (10%)

• Provide strategic leadership and direction to the product management team, fostering a culture of innovation, accountability, and collaboration.
• Build and develop high-performing product teams capable of delivering impactful solutions.
• Promote cross-functional collaboration between product managers, ICT, marketing, risk and operations teams.
• Encourage transparency and open communication across teams and stakeholders.
• Coach and mentor product managers and other team members to strengthen product management capabilities within the organization.
• Foster a collaborative working environment that encourages experimentation, learning, and continuous improvement.
• Drive a high-performance culture by setting clear performance expectations, recognizing excellence, and proactively managing under performance in line with the Bank’s performance management framework.
• Identify and Implement development programs to optimize competence, productivity and achievement of objectives.
• Adhere to all HR policies including training and e-learning hours for self and team.

Requirements and Qualifications

• Bachelor’s degree from a recognized accredited university.
• Master’s degree in strategic management or business administration, or other similar relevant qualification.
• Professional certifications in Product Management, Agile, Scrum (e.g., Certified Scrum Product Owner – CSPO) or Design Thinking are desirable.
• Over 12 years’ relevant experience in the banking industry or financial technology (Fin-tech).
• At least 5 years of experience must have been in Product Management at a senior level.
• In-depth knowledge of Retail products (CSME, Consumer, and Digital banking).
• Track record of successful implementation of product variants and innovative customer offerings.
• Experience aligning product portfolios with business growth, revenue targets, and customer value propositions.
• Data Analytics & Insight-Driven Decision Making: Strong capability to use data, KPIs, and customer insights to guide product decisions, measure performance, and continuously optimize outcomes.
• Digital Product Lifecycle Management: Demonstrated experience managing the full product lifecycle from ideation and development through launch, scaling, and retirement across digital platforms.
• Agile Delivery & Product Development Practices: Extensive experience leading Agile/Scrum-based product development with cross-functional teams to deliver iterative and high-impact solutions.
• Technology & Systems Knowledge: Solid understanding of digital platforms, APIs, system integration, and modern technologies such as cloud and AI to effectively collaborate with technology teams.

How to Apply

Interested and qualified candidates should apply online via the NCBA Group SuccessFactors portal. Please use the following link to access the application page: Apply on SuccessFactors.