Head Distribution & Integrated Channel

Job Description Business and Financial performance Develop and implement the physical distribution strategy covering branches, ATMs and cash-in/cash-out points across the affiliate. Optimize branch network footprint based on market potential, customer demographics and cost-to-income analysis. Lead regional and branch managers to achieve financial targets, customer satisfaction and operational excellence. Coordinate with marketing and product teams to roll out campaigns, promotions and product positioning through branches. Drive cross-sell and up-sell initiatives within branches to increase product penetration and customer wallet share. Develop and monitor branch performance metrics including revenue, deposits, loans, transactions and service quality. Customer Excellence Ensure high-quality customer experience by implementing service standards, queue management and branch design enhancements. Collaborate with IT and digital teams to integrate branch systems with digital channels, enabling seamless online experiences for customers. Lead initiatives to automate branch processes, reduce manual interventions and improve efficiency. Ensure overall adoption and use of the ENGAGE platform by logging all customer queries and complaints are logged for easy tracking and resolution. Leadership and people management Oversee budgeting, cost management and resource allocation for the branch network. Coordinate facility management, security, health and safety standards across the branch network. Design and implement training programmes for branch staff covering sales, service, operations and compliance. Ensure day-to-day management and supervision of all branch staff relating to behaviour and conduct while on the job and that all mandatory performance conservations reviews are completed promptly Manage the roll-out of new branch formats such as cashless outlets, service centres and lounge-style branches. Champion financial inclusion through branch-based microfinance, agency banking hubs and mobile branches. Processes, Controls and Risk management Document all branch operations and activities in approved Processes templates aligned to bank Policies and ensure they are periodically reviewed and kept relevant in line with changing industry and market demands. Embed a risk awareness culture within the branch network by continually training and upskilling staff on application of relevant processes, reporting, adherence to all required periodic reviews and assessment e.g., the quarterly Risks and Controls assessments, monthly branch risk review sessions and day-to-day application of Controls to minimize fraud and losses. Implement regular branch audits, risk assessments and compliance checks in line with internal and regulatory requirements. Manage branch operations including cash management, teller services, vault operations, reconciliation and compliance. Work with HR to recruit, develop and retain talented branch staff, fostering a culture of high performance and c