HOD - Retail Banking at Corporate Staffing

• Develop business opportunities, monitor business activities in line with the Bank's long-term strategic and annual business plans, and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Develop a focused business growth plans in line with the strategy which boosts the Bank's ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers while ensuring high customer retention.
• Management of portfolio asset quality (PAR)
• Growth of retail Asset portfolio in line with Bank strategic plan
• Be at the forefront in market intelligence and research for customer needs and preferences with an aim of spearheading strategic product development that meet the needs of various customer segments.
• Develop and implement cost management strategies at the branches to ensure they grow their profits.
• Proactive business risk assessment and minimization of exposures to operational risks in branch service delivery
• Deliver quality leadership which translates into conducive work environment and employee satisfaction at the branches.
• Put in place an MIS system that will enable continuous tracking of the Business department performance, Customer and product profitability, and customer satisfaction.
• Staff performance management through regular business evaluation meetings, coaching, mentoring, quarterly performance appraisals, providing needed resources and when necessary, take corrective action for non-performance.
• Provide leadership in performance management, employee development, talent management and building a work environment that drives high performance and employee satisfaction through coaching and mentorship.
• Sales and Business Development.
• Full responsibility for all product lines and all sales and business development functions in all branches
• Enhance the appropriate controls and monitoring mechanisms for the development of high-quality lending.
• Ensure full compliance with the Bank's Credit Policy, Central Bank of Kenya guidelines, and appropriate provisions of the Banking Act with respect to lending.
• Proper handling of customer confidential information and ensuring its integrity

• Embed strategic marketing by focusing on how to develop a competitive advantage in the changing marketplace and leveraging on the bank's distinctive capabilities to drive value.
• Enhance customer relationships by creating, communicating, delivering, and offering solutions that have value for customers, shareholders, and partners.
• Build the Bank Brand to ensure that the bank is top of the market.
• Enhance relationship marketing and management by establishing, maintaining, and enhancing relationships with customers and other partners, at a profit, so that both the customer and bank objectives are met and achieved by a mutual exchange and fulfillment of the brand promise.

• Key driver for not only customer satisfaction but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touchpoints to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.
• Ensure delivery of quality customer service in the branch or through ABC channels

• To perform any other duty as assigned in line with the organization goals and objectives.

• University Degree in Business related field.
• A master's in business administration in marketing or strategic management is an added advantage
• At least 5 years of banking experience in business development and branch operations, 3 of which should be in a senior managerial role.
• Proficiency in computer use including MS Office tools and banking systems.
• Experience in running branches is mandatory.
• Experience with customer management, marketing, and relationship management teams.
• Strong presentation and communication skills.
• Proven ability to generate new business.
• Possess strong analytical and interpersonal skills.
• Can make prompt decisions and be independent in problem solving

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