Head, Personal and Business Banking

Standard Bank

Job Details

Executive & Support, PBB

Job Purpose

Prime accountability for developing and managing the country retail strategy and for optimising country retail performance.

Focus areas include: –

  • Maximising revenue through growth in market share and retention of the existing client base.
  • Accountable for retail related expenses incurred in the branch network and the retail support function.
  • Developing retail function and business unit (introduction of new products, processes, etc.) with the support of the Standard Bank group.

Key Responsibilities/Accountabilities

Market strategy

  •  Develop and manage a retail strategy for the country, taking into account the growth potential, competitor activity and existing customer base.
  • Define measurable business growth objectives, business performance routines, management products and measures for sales and service within the country.
  • Define the sales culture for the area as well as the multi-channel market strategy.
  • Responsible for the development of business cases and the analysis of country potential, including the physical network.

Branch profitability

  • Develop and manage branch budgets.
  • Ensuring that branch costs are managed within budget.
  • Implement measures to improve the service cost recovery ratio (non-interest income as a percentage of branch operating costs)
  • Developing and managing the retail head office support team’s budgets.

Sales management

  • Establish branch sales targets per product (and segment where applicable).
  • Implement sales initiatives, including both product and sales training and incentives, to improve sales performance

Service management

  •  Defining and broadly managing best service practice to ensure customer satisfaction
  • Establish branch service measurements and targets for both the country and branches.
  • Implement service initiatives, such as training and incentives, to improve service ratings.
  • Develop a customer retention strategy for the country and evaluate levels of customer retention.
  • Ongoing evaluation of the service satisfaction and market share retention.
  • Actively drive and co-ordinate service quality initiatives within the area.
  • Manage migration to alternative channels.
  • Ensure service meets service level agreements with other business units, especially the corporate and commercial bank.

People management

  • Effectively delegate authority and responsibility in line with business objectives to ensure the empowerment, motivation and effectiveness of all immediate subordinates.
  • Monitor and manage the performance and development of management and team leaders within the branch network.  This includes conducting mid-year and annual performance appraisals as well as reviewing all appraisals for the area.
  • Foster an entrepreneurial approach to the business by way of example.
  • Develop and maintain an open communication channel with immediate subordinates and support staff to foster teamwork and facilitate the change process.
  • Coach for business performance within the area team.
  • Support and drive training interventions to address performance/development gaps.

Risk management

  • Manage all aspects of risk, including monitoring and evaluating audit and inspection reports for all points of representation in the country, and initiating corrective action where necessary.

Preferred Qualification and Experience

  • Masters Degree in any Business related field
  • A seasoned banker with over 10 years branch banking experience.
  • Experience in managing a diverse range of people and activities are essential.

Knowledge/Technical Skills/Expertise

  • Thorough knowledge and understanding of market segmentation and management.
  • Knowledge of retail products and services.
  • Knowledge of the Retail Africa Strategy.
  • Knowledge of sales and marketing theory and principles.
  • Knowledge of business and financial management principles and practice, including business economics.
  • Knowledge of risk management and credit principles
  • Knowledge of branch transaction processes.
  • Knowledge of distribution channels.
  • Knowledge of human resources principles, including group dynamics

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