Job Title:       Head, E-Business & Retail Banking – Ghana

Industry:       Banking

Location:      Ghana

Salary:           Competitive Salary + Other Benefits

Role Purpose

The Head, E-Business & Retail Banking will provide strategic and operational leadership for the bank’s retail banking and digital/e-business portfolio. The role is responsible for driving retail growth, deepening customer engagement, accelerating digital adoption, and delivering innovative, customer-centric banking solutions across physical and digital channels.

The role holder will lead the end-to-end retail and e-business strategy, including branch banking, digital channels, alternative delivery channels, product innovation, customer experience, revenue growth, and profitability—while ensuring strong risk management, regulatory compliance, and operational excellence.

Key Responsibilities

Strategic Leadership & Business Growth

• Develop and execute a comprehensive retail banking and e-business strategy aligned with the bank’s overall business objectives.
• Drive growth in retail deposits, assets, transaction volumes, and fee-based income across physical and digital channels.
• Identify and capitalize on new market opportunities, partnerships, and digital ecosystems to expand retail reach and profitability.
• Lead the transformation of retail banking through innovation, digitalization, and customer-centric service models.

E-Business & Digital Banking

• Oversee the development, performance, and optimization of digital banking platforms including mobile banking, internet banking, USSD, agency banking, cards, POS, and other alternative delivery channels.
• Drive digital adoption, customer onboarding, and active usage across all electronic channels.
• Lead the rollout of new digital products, services, and fintech partnerships to enhance convenience, accessibility, and customer experience.
• Ensure digital platforms are secure, scalable, reliable, and aligned with regulatory and cybersecurity standards.

Retail Banking Operations

• Provide leadership and oversight of retail banking operations including branches, sales, service delivery, and customer engagement.
• Ensure consistent service standards and superior customer experience across all touchpoints.
• Drive productivity, performance management, and operational efficiency across the retail network.
• Collaborate with Operations and Technology teams to streamline processes and reduce turnaround times.

Product Management & Innovation

• Oversee the design, development, and lifecycle management of retail banking products including savings, current accounts, loans, cards, and digital products.
• Ensure products are competitive, compliant, profitable, and responsive to customer needs.
• Use customer insights, data analytics, and market intelligence to inform product innovation and pricing strategies.

Customer Experience & Brand Growth

• Champion a strong customer-first culture across retail and digital channels.
• Monitor customer satisfaction metrics and implement initiatives to improve service quality, retention, and loyalty.
• Strengthen the bank’s retail brand presence through digital engagement, service excellence, and targeted campaigns.

Risk Management & Compliance

• Ensure full compliance with regulatory requirements, internal policies, and risk management frameworks.
• Work closely with Risk, Compliance, Audit, and Legal teams to manage credit, operational, fraud, and technology risks within the retail and e-business portfolio.
• Ensure robust controls, governance, and reporting structures are in place for retail and digital banking operations.

Financial Management & Performance

• Own and manage the retail and e-business P&L, budgets, and performance targets.
• Track and report key performance indicators including growth, profitability, digital adoption, and customer metrics.
• Drive cost optimization and revenue diversification initiatives.

People Leadership & Stakeholder Management

• Build, lead, and develop high-performing teams across retail banking and e-business functions.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Engage and manage key internal and external stakeholders, including regulators, vendors, fintech partners, and service providers.

Key Requirements

Education

• Bachelor’s degree in Business, Finance, Economics, Banking, Technology, or a related field.
• Master’s degree (MBA or equivalent) is highly preferred.

Experience

• Minimum of 15 years’ experience in banking or financial services, with significant exposure to Retail Banking and Digital/E-Business.
• Proven leadership experience at senior management level within a bank or financial institution.
• Strong track record in driving retail growth, digital transformation, and customer engagement.
• Experience working in regulated environments, preferably within African or emerging markets.

Technical & Professional Competencies

• Deep understanding of retail banking products, digital banking platforms, and alternative delivery channels.
• Strong commercial acumen and P&L management capability.
• Knowledge of regulatory requirements, risk management, and compliance frameworks applicable to retail and digital banking.
• Experience with fintech partnerships, digital innovation, and technology-enabled business models.
• Strong analytical, data-driven, and decision-making skills.

Leadership & Behavioural Competencies

• Strategic thinker with strong execution capability.
• Customer-centric, innovative, and results-oriented.
• Excellent communication, negotiation, and stakeholder management skills.
• Proven ability to lead change, inspire teams, and manage complexity.
• High ethical standards and strong governance mindset.

Key Performance Indicators

• Growth in retail deposits, loans, and transaction volumes
• Digital adoption and active usage metrics
• Customer satisfaction and retention levels
• Revenue growth and cost efficiency
• Compliance, risk, and audit outcomes

Career Opportunity

This role offers a unique opportunity to shape and lead the future of retail and digital banking within a dynamic, growth-oriented financial institution. The successful candidate will play a pivotal role in transforming customer experiences, accelerating digital innovation, and driving sustainable business growth.