Head of Retail Banking

Reports To: Managing Director Job Purpose The Head of Retail Banking is responsible for providing strategic leadership and direction for the Bank’s Retail Banking division. The role focuses on driving business growth, profitability, and customer satisfaction while ensuring effective risk management and compliance with regulatory requirements. The job holder will develop and implement retail strategies aligned with the Bank’s overall strategic objectives and oversee branch operations, product development, and customer relationship management. Key Duties and Responsibilities

1. Drive the achievement of the Retail Banking division’s annual financial targets, including Profit & Loss (P&L) and Balance Sheet growth.
2. Lead the development, design, and structuring of retail banking products and services aimed at expanding the Bank’s revenue streams and balance sheet growth.
3. Build and maintain strong professional networks and strategic relationships that support the Bank in achieving its business objectives.
4. Ensure Non-Performing Loans (NPLs) are maintained within the acceptable limits set the Bank.
5. Identify, measure, monitor, and manage risks associated with retail and transactional banking activities.
6. Oversee performance management of all Retail Banking staff, including effective target setting, monitoring, evaluation, and implementation of corrective performance measures.
7. Supervise branch operations to ensure compliance with internal policies, procedures, and statutory guidelines.
8. Enforce strict adherence to regulatory requirements, including Know Your Customer (KYC) and Anti-Money Laundering (AML) policies, maintaining zero tolerance for non-compliance.
9. Ensure timely closure of gaps or issues identified through audits, risk reviews, compliance assessments, and investigations, including implementation of corrective and preventive actions.
10. Drive customer satisfaction by strengthening relationships with existing and potential customers and identifying opportunities for business development and product enhancement.
11. Utilize data analytics and market intelligence to support informed and timely decision-making regarding customer needs and business opportunities.
12. Deliver personalized customer experiences by tailoring products, services, and communication to customer preferences and behavior.
13. Provide leadership and direction to all Retail Banking functions, fostering a high- performing, motivated, and engaged workforce through coaching, mentoring, and training.
14. Expand the Bank’s customer base by executing targeted market strategies and strengthening the Bank’s competitive position within selected market segments.
15. Promote effective relationship management to optimize customer acquisition, retention, satisfaction, and cross-selling of multiple banking products and services.
16. Oversee product development initiatives to ensure the Bank maintains a competitive advantage in its target markets.
17. Ensure delivery of h