Description

Job Purpose

To provide strategic leadership and operational oversight of the retail banking function, ensuring sustainable growth through branch network management, product innovation, customer service excellence, and profitability. The role drives the achievement of business objectives while ensuring compliance with regulatory standards and alignment with Banks mission of "Growth is our business."

Strategic Leadership

- Develop and execute comprehensive retail banking strategies aligned with the bank's overarching goals.

- Lead and manage the Malawi product team and product managers

- Lead the retail banking team in achieving revenue targets, profitability, and market share growth.

- Value Proposition Development

- Identify market trends, customer needs, and competitive landscape to develop compelling value propositions.

- Collaborate with cross-functional teams to enhance the organization's value proposition, driving customer acquisition and retention.

Channel Development and Performance

- Responsible for overall profitability of channels including meeting country budgets

- Drive the development and optimization of multichannel distribution strategies, including online banking, mobile banking, and ATM networks.

- Champion digital transformation initiatives to meet evolving customer preferences and enhance the overall customer experience across

Business Growth & Strategy

- Develop and implement retail banking strategies and plans aligned with the overall corporate strategy; identify market opportunities to drive growth in customer base, deposits, and lending; set and achieve ambitious financial and non-financial targets.

Sales & Revenue Generation

- Lead initiatives to boost revenue through cross-selling, up-selling, and introducing new retail products; monitor sales performance metrics across branches; ensure effective execution of sales campaigns

Customer Experience & Service Excellence

- Oversee delivery of exceptional customer service across all touchpoints; establish customer service standards and monitor performance; resolve complex client issues and ensure high customer satisfaction scores.

People Leadership & Development

- Provide visionary leadership to branch and retail banking teams; implement performance management systems; identify talent and succession plans; foster a culture of accountability, teamwork, and professional growth.

Risk & Compliance Management

- Ensure strict adherence to banking regulations, internal controls, and compliance requirements; identify, monitor, and mitigate retail banking risks; promote a strong risk and compliance culture within branches.

Operational Efficiency & Branch Management

- Oversee operations of the branch network, ensuring cost efficiency and adherence to standard operating procedures; optimize branch layouts, staffing, and service delivery models.

Innovation & Digital Transformation

- Champion innovation in retail banking by leveraging technology; lead rollout of digital platforms, self-service channels, and customer engagement tools to enhance convenience and competitiveness.

Stakeholder Engagement & Reporting

- Represent retail banking at executive and board-level meetings; prepare detailed reports on performance, market trends, and challenges; build strong relationships with internal and external stakeholders.

Market Intelligence & Competitive Positioning

- Continuously monitor industry trends, competitor activities, and economic conditions; recommend strategies to maintain and enhance the banks market share.

Knowledge, Expertise and Experience

- Bachelors degree in Business Administration, Banking, Finance, Economics, or related field

- Minimum of 10 years experience in retail banking, with at least 5 years in a senior leadership role

- Demonstrated success in delivering business growth and profitability in retail banking

- In-depth knowledge of retail banking products, services, branch operations, and compliance frameworks

- Strong leadership, communication, and stakeholder management skills

Preferred Qualifications

- Master of Business Administration (MBA) or equivalent postgraduate qualification

- Professional certifications such as CFA, ACCA, CIMA, or Certified Retail Banker (CRB)

- Regional or multinational banking experience in a complex environment

- Demonstrated experience in leading digital banking initiatives and customer experience design

- Strong track record of building high-performing teams in a multi-branch, multi-country context