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Group Head - Retail Banking

Job Description

Job Title:

Group Head, Retail Banking

Organisational Unit

Retail Banking

Reports To:

Executive Director  

Direct Reports:          

  • Head, Retail Liabilities
  • Head, Retail Assets
  • Head, Private Banking
  • Head, Remittances
  • Head, Purple Shop Coordinating Unit

General Working Conditions:

Standard working conditions.      


        Head Office

Job Objective(s):

To establish and maintain positive customer relationships, plan and deliver an effective marketing strategy and monitor the progress of new and existing products; as well as provide operational management support on a day-to-day basis



  • Formulation and implementation of the Retail Group’s strategy
  • Achieve PBT, Balance sheet and other performance target
  • Contribute to the preparation of annual marketing plans and strategies for liability generation to enable Business Managers achieve targeted growth objectives.
  • Conduct competitor analysis, market analysis and research, customer needs analysis on an ongoing basis to ensure continued competitiveness, relevance and profitability of retail banking offerings
  • Contribute to the effective launching of new products to ensure favorable market response and optimum build-up of revenue.
  • Ensure growth of FX revenue by signing on Remittance agents


  • Maintain and acquire customer relationships to improve deposit liability growth and mix.
  • Relationship Management of High Net worth Customers
  • Network with all potential clients in all relevant categories of own locality
  • Implement structures for effective retail customers relationship management and ensure continuous tracking and measurement of retail customer satisfaction/loyalty


  • Work in collaboration with the service quality management department to define and improve retail service delivery standards
  • Prepare weekly and monthly PBT reports for Executive Director
  • Perform all other duties as may be assigned by the line Executive Director.


  • Directly supervise the activities of Business Managers within own unit to ensure optimal achievement of set targets.
  • Monitor and assign targets to Heads to ensure effective focus on target achievement.
  • Supervise activities of department members and provide coaching, mentoring and training as appropriate
  • Monitor/manage performance of subordinates against pre-assigned goals and conduct performance appraisals as required


  • Monthly performance report

Key Performance Indicators:

  • Volume of Sales
  • Level of Product Promotion and awareness
  • Business Intelligence index
  • Customer delivery Service index
  • Alliance Management level
  • Product Development (interface)
  • Channel Management (interface)
  • Number of staff trainings

Competencies Required:

Organisational Competencies

  • Professional Attributes
  • Business Knowledge
  • Personal Attributes
  • Leadership Skills

Functional Competencies

  • Relationship Management
  • Sales & Customer Planning
  • Customer Account Management
  • Opportunity Management
  • Sales Evaluation & Reporting
  • Sales Execution & Fulfillment
  • Market Strategy Formulation
  • Product Development
  • Knowledge of the Economic Environment
  • Bank Product/Market Knowledge
  • Transactional Processing