Head, Direct Banking at Standard Bank Group

• Adhere to client experience framework and measurement.
• Check alignment to the PBB Human Capital standards with regards to all employee-related matters for own team.
• Check that escalation procedures exist for the reporting and resolution of specific breaches of policy, regulatory breaches, etc.
• Determine and guide performance and associated award in consultation with PBB Human Capital, and in alignment with SBG guidelines for own team.
• Develop country client risk appetite based on the defined framework which is signed off by PBB AR in conjunction with PBB Risk.
• Identify current and potential employee skill requirements in consultation with the PBB Human Capital function.
• Implement a first line risk management capability for client facing channels to ensure compliance.
• Implement and adhere to the SBG Cybersecurity policies to mitigate risk.
• Implement and monitor risk management for Direct Banking (e.g., operational and credit risk).
• Implement client standards and policies aligned to PBB AR minimum standards and enhance for local requirements in agreement with relevant toolbox owner(s).
• Implement internal audit and operational risk remediation actions and close out all matters relating to Direct Banking.
• Implement the agreed risk framework and appetite in alignment with toolbox owner and country Risk Corporate Function requirements.
• Implement, track and report on agreed financial and non-financial metrics (e.g. number of client defaults, net promoter score, client growth, etc.).
• Keep abreast of industry trends and macro challenges and adjust the Direct Banking strategy accordingly.
• Lead, inspire and coach a team of professionals, develop talent, create succession to key roles.
• Mobilise employees in order to fulfil the bank’s objectives regarding client service; sales; people management and engagement; transformation; risk and compliance.
• Monitor and report Direct Banking adherence to regulatory requirements.
• Provide input into and adhere to the risk control procedures and governance as defined for Direct Banking in consultation with PBB AR and country Risk Corporate Function.
• Provide input into client journeys development as delegated by PBB AR.
• Provide input into the PBB AR Customer Acquisition and Retention strategy.
• Provide input on toolbox development for consumption by other countries where common benefit could be derived, as approved by PBB AR.
• Report on Direct Banking’s performance in country and undertakes remedial actions to ensure financial outcomes realisation.
• Responsible for the achievement of the agreed financial outcomes for Direct Banking in country.
• Work with country Product to identify, design and deliver fit-for- purpose client centric product solutions.

• Type of Qualification: First Degree
• Field of Study: Business Commerce

• Business & Commercial Banking
• 8-10 years Extensive experience in Retail Banking and Business Banking, including the design and development of customer solutions; identifying key drivers of income and cost lines. Experience in successfully growing the customer base, managing and growing a balance sheet and income statement. Proficient in the design and understanding of data management, analytics and business intelligence. Experience with products and processes across multiple segments and platforms.

• Developing Strategies
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Interpreting Data
• Inviting Feedback
• Producing Output
• Providing Insights
• Pursuing Goals
• Resolving Conflict
• Team Working

• Continuous Process Improvement
• Customer Understanding ( Consumer Banking)
• Financial Acumen
• Operational Planning
• Product Knowledge (Business Banking)
• Risk Management
• Strategy Definition

Jobs in Kenya