NCBA Group Director, Network Business and Distribution Jobs in Kenya

NCBA Group Director, Network Business and Distribution Jobs in Kenya

Job Purpose Statement

This is a newly created Director position reporting to the Group Director Retail Banking with the overall responsibility for providing leadership to the Bank’s strategy and performance of the Branch Network andRetail Sales Business Distribution.

The role holder will be responsible for ensuring efficiency in operations to enable accelerated business growth across branches for all customer segments (Consumer, Affluent, Commercial and SME Banking).

The role entails Leveraging on customer research and competitor bench marking in customer experience and loyalty /advocacy by use of metrics including NPS, CES, and CSAT scores with an aim of building astrong customer focussed culture in the branch and sales network that will result to customer loyalty, retention and brand recognition.

Key Accountabilities (Duties and Responsibilities)

Strategic Planning & Execution

Work closely with the Group Director Retail and Business Heads in implementing Retail Banking distribution and network strategies, which also includes initiatives to integrate all channels in order to achieve set profitability;

Drive the execution and achievement of targets for Branch Business and Retail sales and powerfully drive sales culture and sales productivity;

Contribute to development of business strategy and achievement by providing a view on potential improvements for products or services through the assessment of the existing situation and considering anticipated changes in the external environment.

Plan and execute the Branch Channel Expansion (BEP) and Agency Banking within Retail Banking in line with the Banks Strategy on scaling upRetail.

Develop and maintain an effective communication structure within branches, sales network and Head office-supporting teams to ensure successful delivery of business excellence.

Ensure prudent management in planning and utilization of available resources.

Business Development & Revenue Generation

Develop the Departments budget & implement budgetary controls.

Formulate business plans aimed at harnessing existing opportunities, identifying new ones and ensuring prompt follow up for maximum exploitation.

Through strategic thinking, formulate reviews and avenues aimed at achieving financial success through increased revenues and cost management.

Collaborate with all divisions to identify and utilize synergies aimed at maximizing efficiencies and improving productivity.

Develop a strong customer relationship management system aimed at maximizing on every relationship to ensure enhanced loyalty and increased share of wallet.

Develop pipeline generation, monitoring and closure mechanism anddiscipline to ensure smart utilization of effort and maximize return.

Design and implement effective activity and productivity management tools and capacity planning models that ensure that business objectives are met and network operated efficiently.

Risk Mitigation & Internal Business Processes

Formulate and implement strategies for the branch network and

sales distribution channels that comply with operations risk requirements to ensure management of operational risks and maintenance of a robust control environment that will give the bank a competitive advantage.

Ensure satisfactory Internal or regulatory Audit outcomes from the branch network and sales distribution channels and that any issues identified are resolved in a timely manner and socialized effectively to ensure no repeat findings or systemic issues.

Customer

Service and Relationship Management

Build a strong customer focussed culture in the branch and sales network that will ensure customer loyalty, retention and brand recognition.

Leverage on customer research and competitor bench marking on customer service and customer loyalty /advocacy metrics including;

Net Promoter Score NPS

CSI/RSI Customer/Relationship Strength Index

Experiential NPS for products/services delivered in branches

CES Customer Effort Score for channels, products and process

Harness existing and create new competencies in order to achieve competitive advantage arising from service quality among sales andoperations teams within the Branch network.

Drive Collaboration with various product, credit, operations andfunctional teams to improve customer service delivery through turnaround times, service level agreements and process improvements.

Leadership

Provide clarity of vision, direction and pace to the team aimed at achieving all round business efficiencies and success.

Drive and embed a high performance culture through an inspiring and rigorous performance management process that recognises achievement, improves staff retention, encourages talent growth and builds capabilities.

Uphold high energy and visionary leadership that will drive culture, high staff engagement and morale.

Ideal Job Specifications

Academic:

Bachelor’s degree in a business related field – Upper second or GPA 3.0.

Master’s Degree will be an added advantage.

Professional

AKIB (or equivalent)

Retail Banking Academy/Certified Retail Banker will be an added advantage

Desired Work Experience:

15 + years of work experience, with >10years leadership experience in branch and sales and distribution in Retail Banking

In-depth knowledge of banking and business operations

Excellent communication skills and the ability to interact with senior management, customers, vendors, partners, sales, regulators etc.

How to Apply

For more information and job application details, see; NCBA Group Director, Network Business and Distribution Jobs in Kenya

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