Head of Retail & Business Banking

Department:Retail and Business BankingAccountable to:Chief Banking OfficerDirect Reports:Consumer / SME Relationship ManagersMain Purpose of RoleManage the Retail/ SME portfolio of the bank across London and overseas clients with a view to ensure customer satisfaction, compliance and revenue growth. Implement a Relationship management strategy to ensure adequate coverage of all retail and SME customers of the Bank Key role in developing and implementing new products required to make GHIB retail/ SME business competitive Lead team to achieve GHIB’s strategic objective of focusing its retail banking on HNWI’s Lead to achieve GHIB’s strategic objective of focusing on Trade related business for payments and FX related businesses. Key Result Areas Customer satisfaction. Proactively design and manage customer experience with positive outcomes Compliance Deposit mobilisation Streamlining retail portfolio
New product development RM performance and profitability Ensure Customer complaints are addressed and within risk appetite of the bank Communications Senior Management and colleagues
New, potential and existing customers
Key Responsibilities / Accountabilities To be responsible for all retail/ SME accounts of the Bank ensuring that these accounts remain profitable and comply with all annual KYC refresh and championing the revenue generation potential of such accounts To grow the retail/ SME business – to deliver growth both in volume and value within the targets set by the Bank
Build a dynamic and high performing team and implement relationship management strategies to maintain a profitable portfolio To be the face of Retail/ SME business for the Bank interfacing with customers seeking banking solutions Be the link between the origination and operational departments of the bank for the provision of unparalleled customer services to all customers in portfolio Support initiatives to drive deposit mobilisation
Monitor and analyse the market, brand and competitor performance on our Niche HNWI market Capable of delivering training & incentives with priority customers, organising and representing the Bank at events Provide monthly commercial updates and detailed opportunity reports to Senior Management on the FI and Trade portfolio.
Coordinating with the On-boarding/ Compliance Department to ensure that ALM/KYC and due diligence on Retail/ SME clients are in order. Identify and recommend appropriate retail banking products for senior management consideration Develop and implement client campaigns by researching and working together with marketing team for effective customer communication and uptake. Person SpecificationSkills and Capabilities A proven track record in managing customer relationships Relevant regulatory experience within retain / SME financial services Good general knowledge of banking operations and banking products / instruments Strong interpersonal and communication skills with the ability to negotiate Proven track record of building networks and the gravitas and confidence to interact with top end executives of various institutions A strong interest in digital and emerging technologies and their role in enhancing customer experience
Strong problem-solving skills and excellent customer relationship
management orientation Good credit and risk analytical skills
Strong Business Development Skills and ability to strategize with the
ability to see the bigger picture and incorporate external factors such as
the general economic, political and business environment A clear understanding of how to apply market dynamics, geo-political issues and trends with respect to GHIB’s business Excellent teamwork skills and the ability to work collaboratively. Must be able to communicate with all levels of staff in a culturally diverse working environment.
Knowledge Extensive knowledge about the retail banking industry in Africa Good appreciation of Credit, Financial Crime and related risks as pertaining to HNWIs and Trade Finance Enthusiasm and a real desire to work effectively as part of a team Requirements: 5-10 years Customer facing Experience Experience in retail Banking (at a managerial level) Experience in SME banking an added advantage Qualifications Educated to degree level or having extensive appropriate experience Experience of operating at a middle management or more senior level IT Skills Proficient use of MS Office Applications - Word, Outlook, Excel, Power point or similar applications Working knowledge of the Core Banking System
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