Role Overview
The Head of Retail Banking is responsible for defining and executing a focused retail strategy covering target customer segments, products, channels, and distribution models within approved risk appetite. This role provides strategic leadership and oversight of the branch network to drive growth in deposits, quality lending, customer acquisition, and transaction volumes.
Duties and Responsibilities
- Strategic Alignment: Define and execute a focused retail strategy covering target customer segments, products, channels, and distribution models within approved risk appetite.
- Growth & Performance: Drive Retail Banking financial performance through growth in profitability, deposits, lending, and operational efficiency in line with business targets. Meet agreed individual performance targets and ensure achievement of Retail Banking business objectives.
- Branch Network Leadership: Provide strategic leadership and oversight of the branch network to drive growth in deposits, quality lending, customer acquisition, and transaction volumes. Work with branch managers to strategize and ensure turnaround of loss-making branches.
- Portfolio Quality & Risk Management: Ensure disciplined retail lending growth and full accountability for portfolio quality, including reduction of NPLs, recoveries, restructures, and portfolio remediation. Strengthen credit underwriting standards, portfolio monitoring, early warning systems, and risk controls to prevent recurrence of legacy asset quality issues.
- Performance Standards: Set and enforce clear performance standards for Branch Managers and Retail teams covering sales, service delivery, compliance, productivity, and risk management.
- Operational Efficiency: Drive operational efficiency, process automation, channel migration, and cost optimization initiatives to improve productivity and reduce cost-to-serve.
- Compliance: Ensure full compliance with CBK regulations, internal policies, audit requirements, and governance standards across the Retail Banking function.
- Team Development: Lead, motivate, and develop Retail Banking teams by fostering a high-performance, accountable, customer-centric, and risk-aware culture.
- Product Development: Identify growth opportunities and work with the marketing and product development team to design, price, and launch tailored products/services for retail and high-value customers, and monitor their performance.
