Job Grade: VP Reporting to: Head of Retail Banking
Principal Accountability Reporting to Head of Retail Banking, Head of Customer Network has the responsibility of:
• To drive and deliver performance in Sales, customer management' experience, operations, controls and expense management for the Branch Network
• To meet and exceed the P&L targets assigned by Retail, Business Banking, Corporate and Markets
• To device and implement Sales and Service strategy and optimize the 'Customer Network - This includes Brunch Network, ATM Network, Alternate' Digital Channels including Agency Banking etc.
• To provide business leadership & operational excellence to all customers including internal customers (staff)
• To develop, enhance and implement an effective' robust controls and processes across the customer network, direct sales and products for the bank
• To ensure all local regulations and corporate policies are adhered to in customer network.
• Development and Implement of Brunch Network Strategy (Physical' Digital), in line with NBC strategy
Main responsibilities:
• Spearhead a holistic customer acquisition, service and customer portfolio management strategy across the brunch distribution network comprising of the three major business segments namely Retail, Business Banking and Corporate Banking to meet local and regional sales goals set for the branch distribution channel
• Ensuring the brunch distribution is positioned to meet NBC strategic needs whilst meeting its brunch standards in terms of.
• Physical look and feel
• Quality of staffing
• Quality of customer service
• To implement a strategic approach to ensure that the overull channel portfolio is aligned to the business objectives of NBC and meets customer requirements and market demand in a profitable and efficient way.
• Ensure the embedding of appropriate Risk and Centre Policies and Measures in Retail Brunch Network
Technical Skills
• Business relationships at a senior level
• People management
• Communication and presentation
• Commercial awareness
• Business Management
• Management of performance
• Resource e Management
• Cultural and change management
• Team working - building and developing high performance
• Planning
Experience in fund transfer pricing
• In-depth understanding of technical support systems
• Maintain up to date knowledge of competitor and local market activity
• Graduate with at least 10 years PQE in a demanding sales and service environment
• Extensive experience of managing large teams
• Proven knowledge of the African/NBC market
Remuneration:
Attractive salary
NB: Your CV should have at least 2 referees
