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Head of Distribution/Channels

Job Description

1.     JOB DETAILS       

   Job Title:        Head of Distribution/Channels 

   Reports to:     Divisional Director, Retail Banking


  • The job holder will be responsible for the overall Retail distribution strategic initiatives that will be aligned to the Bank’s strategy on multi-channel framework and integration of all channels.
  • He/She would ensure the commercial and operational readiness of all channels, and facilitate strategy formulation and execution for all customer channels
  • Would be responsible for the profitability of all channels including the recovery of cost for these channels; take ownership of distribution initiatives which will be aligned to the customer value propositions for the various segments as well as market conditions. Develop the marketing and sales strategies of the channels in coordination with the customer segment Heads
  • Focus on growing business volume, customer base and income       


  • Minimum of first degree in business related field
  • At least 10 years’ experience in banking, 5 of which must have been in retail banking
  • A minimum of 5 years’ experience in senior management role.
  • Must have good negotiation, persuading and selling skills
  • Experience in leading and managing people
  • Sound knowledge of general banking law and practices
  • Good knowledge of best practices in retail banking industry
  • Ability to translate strategy  into achievable performance objectives
  • Results driven
  • Ability to think strategically and logically
  • Has business acumen
  • Proven track record in sales management
  • Good organizational and administrative skills
  • Understands banking operations


Sales Management

  • Develop sales strategies for the channel in line with the segment’s customer value proposition and sales strategy.
  • Coordinate the sales budgeting process for new business volume and value, with proper allocation to channels, Segments, Products and other Market considerations
  • Coordinate and monitor the sales activities to ensure alignment to budgets and to adjust sales tactics to optimize local market conditions
  • Work with the data team to identify and anticipate trends, gaps and sales opportunities

Service Management

  • Champion the tactical implementation of the service delivery plan to ensure best customer experience in line with the Bank’s Standard’s and metrics
  • Ensure strategic integration of the sales and service delivery platforms to ensure that service initiatives support the sales strategy.
  • Drive focus on self-service electronic channels and initiatives that ensure reduced cost of service and optimal customer convenience

Leadership, Communication and transformation

  • Develop and maintain an effective communication structure to manage and lead transformation of new distribution initiatives
  • Provide robust communication and feedback to the Divisional Director and Executive Management

Financial Management

  • Take charge of the channel’s profitability
  • Inputs into budgeting process and cascade budget figures to the teams
  • Ensure departmental financial targets are monitored and managed monthly, with clear action plans to bridge the gap where necessary

Risk Management and Processes

  • Ensure that all channels are compliant with laid down risk standards
  • Ensure that all compliance and regulatory issues are raised
  • Put in place the necessary measure to achieve satisfactory channel audit results
  • Ensure all people management, operational risk management and customer service management processes are adhered to.


  • Divisional Director for Retail
  • Director Commercial & SME Banking
  • RSSMs
  • BSSMs
  • Technology Department
  • Customer Care
  • Banking Operations
  • Retail Segment Heads
  • Retail Product Managers
  • Executive Management
  • Peers in the industry

6. Information security responsibilities

  • Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures
  • Safeguard the bank’s information assets in accordance with its ISMS policies and procedures