Job Summary

The role holder will be responsible for supporting to draw and deliver the Customer Network Strategy, working with the Customer Network Director and other business heads to ensure the delivery of the strategy across the network.

The role holder is a key interface within Customer Network and key stakeholders in different departments within the bank on strategy and strategic initiatives delivery within the business.

Preparation & presentation of reports/briefs on a very broad range of issues, often complex/in large volumes, from a wide range of internal/external sources both structured and ad hoc.

Identify and have delivered in simple format critical business management information across the key areas: Shareholders, customers, community & employees. (Inclusive of MI presentation packs for the Customer Network Director)

Exercising considerable initiative and a high degree of social skills dealing with the full range of people in many varying situations representing the Bank’s image in high profile situations.

Provide continuous improvement of all key outputs, ensuring reporting generates effective performance conversations.

Compiling Business Performance MI and Business Management adhoc MI – necessary for driving individual, team and business performance across corporate business.

Responsibilities

Key accountabilities/Deliverables/Outcomes.

Driving Business Performance -60%

Provide input into the overall Customer Network Strategy, liaising with the relevant business heads, cluster teams and other stakeholders to gain feedback into the planning process.

Responsible for tracking the delivery of the set targets for branches aligned to business growth expectations.

Responsible for branch profitability and Branch expansion i.e strategic placement of branches through organized planning and implementation to elevate customer accessibility, usage and hence revenue.

Collaborate with relevant cross-functional teams in identifying new branch locations based on comprehensive market research and analysis.

Continuously monitor/assess the performance of Branches to drive efficiency improvements and customer satisfaction.

Leverage on Channels data (i.e. ATM usage data) analysis to streamline operations and identify opportunities for expansion.

Provide front line management with all distribution, network, channel, and premises related initiatives, working with key stakeholders in Retail and other functions to ensure delivery of the change.

Manage progress against the plans, reporting to the Customer Network Director and other key stakeholders and thereon work with colleagues to identify and resolve issues and risks as they arise.

Be the owner of all retail related premises issues, managing moves, identifying vacant space within the region and acting as the interface with other functions, key stakeholders and third parties.

Productivity & Performance Management – 20%

Act as subject matter expert in supporting the cluster management team with analytics that help manage businesses effectively.

Monitor competitor activity and gather deep understanding of market benchmarks.

Support and establish new ways of working that would reduce delivery time and introduce a fresh culture of Agile development to meet the expectations of a rapidly developing market place and highly demanding customer base.

Assess management information and provide support in determining specific branch by branch performance targets at appropriate levels.

As part of project delivery, maintain on-going dialogue with front line teams and leadership in support departments to identify strategic opportunities and shape the business’ strategic agenda.

Create and execute performance templates that support a coherent reporting framework of business periodic and Adhoc MI.

To analyze and provide individual and team performance data necessary for objective performance goal setting that drives business performance in conjunction with Business Performance and Analytics team.

To analyze and provide monthly detailed analysis of actual achievements against PD targets both at individual and team levels in conjunction with Business Performance and Analytics team.

To assist in the compilation of the monthly Business Performance Dash Boards and League Tables.

Coordinate and prepare business decks required by CND in engagement with various teams and stakeholders.

To assist in coaching team members on how individual and team PD targets are measured reflecting on their feedback for process improvement.

To review and Identify value adding performance initiatives in conjunction with wider team members.

Risk And Control – 10%

Control, monitor and manage risk profile for the Customer Network.

Ensure any red flags arising from previous or current audits/reviews are escalated/ highlighted to the Customer Network Director.

Team Support – 10%

Pull together as a member of a dynamic and ambitious Customer Network team to ensure all activities and tasks are covered and well planned.

Develop and agree individual performance objectives and measures.

Provide regular review of individual and team performance against agreed objectives.

Clearly define service objectives, standards, and strategies for the customer network.

Provide ongoing coaching and feedback.

Identify development/training plans to satisfy those needs.

Role/person specification

Qualification

Bachelor’s degree preferably in Business Administration, or related degree

Master’s degree is an added advantage

Preferred Experience

A high level of drive and determination

Knowledge of legal processes involved with Physical channels

A sound working knowledge of our competitors’ products & services

Knowledge and Skills

Essential

A good understanding of Retail goals & objectives

A thorough understanding of sales process

An in-depth knowledge of the Physical channels product and policies

A good working knowledge and understanding of relevant Physical channels legislation

Technical Competencies

Excellent Planning & Organization skills

Very strong Communication & questioning skills

Good PC skills

Networking

Good Selling/influencing skills

Quality conscious

Sensitivity

Team working

Presentation skills

Listening skills

Customer Service Orientation

Relationship Management

Negotiation and presentation skills

Good numeracy & analytical skills – Financial analysis and advice

Decision making

• Provide input into the overall Customer Network Strategy, liaising with the relevant business heads, cluster teams and other stakeholders to gain feedback into the planning process.
• Responsible for tracking the delivery of the set targets for branches aligned to business growth expectations.
• Responsible for branch profitability and Branch expansion i.e strategic placement of branches through organized planning and implementation to elevate customer accessibility, usage and hence revenue.
• Collaborate with relevant cross-functional teams in identifying new branch locations based on comprehensive market research and analysis.
• Continuously monitor/assess the performance of Branches to drive efficiency improvements and customer satisfaction.
• Leverage on Channels data (i.e. ATM usage data) analysis to streamline operations and identify opportunities for expansion.
• Provide front line management with all distribution, network, channel, and premises related initiatives, working with key stakeholders in Retail and other functions to ensure delivery of the change.
• Manage progress against the plans, reporting to the Customer Network Director and other key stakeholders and thereon work with colleagues to identify and resolve issues and risks as they arise.
• Be the owner of all retail related premises issues, managing moves, identifying vacant space within the region and acting as the interface with other functions, key stakeholders and third parties.
• Act as subject matter expert in supporting the cluster management team with analytics that help manage businesses effectively.
• Monitor competitor activity and gather deep understanding of market benchmarks.
• Support and establish new ways of working that would reduce delivery time and introduce a fresh culture of Agile development to meet the expectations of a rapidly developing market place and highly demanding customer base.
• Assess management information and provide support in determining specific branch by branch performance targets at appropriate levels.
• As part of project delivery, maintain on-going dialogue with front line teams and leadership in support departments to identify strategic opportunities and shape the business’ strategic agenda.
• Create and execute performance templates that support a coherent reporting framework of business periodic and Adhoc MI.
• To analyze and provide individual and team performance data necessary for objective performance goal setting that drives business performance in conjunction with Business Performance and Analytics team.
• To analyze and provide monthly detailed analysis of actual achievements against PD targets both at individual and team levels in conjunction with Business Performance and Analytics team.
• To assist in the compilation of the monthly Business Performance Dash Boards and League Tables.
• Coordinate and prepare business decks required by CND in engagement with various teams and stakeholders.
• To assist in coaching team members on how individual and team PD targets are measured reflecting on their feedback for process improvement.
• To review and Identify value adding performance initiatives in conjunction with wider team members.
• Control, monitor and manage risk profile for the Customer Network.
• Ensure any red flags arising from previous or current audits/reviews are escalated/ highlighted to the Customer Network Director.
• Pull together as a member of a dynamic and ambitious Customer Network team to ensure all activities and tasks are covered and well planned.
• Develop and agree individual performance objectives and measures.
• Provide regular review of individual and team performance against agreed objectives.
• Clearly define service objectives, standards, and strategies for the customer network.
• Provide ongoing coaching and feedback.
• Identify development/training plans to satisfy those needs.

• A good understanding of Retail goals & objectives
• A thorough understanding of sales process
• An in-depth knowledge of the Physical channels product and policies
• A good working knowledge and understanding of relevant Physical channels legislation
• Excellent Planning & Organization skills
• Very strong Communication & questioning skills
• Good PC skills
• Networking
• Good Selling/influencing skills
• Quality conscious
• Sensitivity
• Team working
• Presentation skills
• Listening skills
• Customer Service Orientation
• Relationship Management
• Negotiation and presentation skills
• Good numeracy & analytical skills – Financial analysis and advice
• Decision making

• Bachelor’s degree preferably in Business Administration, or related degree
• Master’s degree is an added advantage
• A high level of drive and determination
• Knowledge of legal processes involved with Physical channels
• A sound working knowledge of our competitors’ products & services