Job Description
Head of Physical Distribution & Risk Management Job in Nairobi, Kenya
Job Purpose
Manage the PBB Customer Channels structure which includes:
- Physical branches
- Customer Contact Centre
- PBB sales through the branch network Service
PBB Risk Management
- Optimise the productivity of existing Channels.
- Facilitate strategy formulation and execution for the Customer Channels.
- Research new business initiatives for the Customer Channels.
- Understand the Cost Models and service differentiation variables for each channel in the bank.
- Influence re-usable components, business models for replication in country (i.e. Pricing, Marketing models for country)
- Ensure commercial and operational readiness of new channel initiatives.
- Enable the implementation of Customer Channel strategies and manage towards KPI’s.
- Oversee the major Distributional projects into the Local Market.
- People development and talent retention strategy and execution
- Represent Distribution in industry forums like Banking Associations and other International Forums surrounding distribution initiatives.
- Drive migration of customers to lower cost channels.
- Develop and implement retention strategies for all segments within PBB.
Key Responsibilities/Accountabilities
Strategy Planning and Execution (20%)
- Take ownership of Distribution initiatives which involve strategy formulation and market position aligned to Customer Value Propositions, Product and Segment areas;
- Assume ownership on Distribution strategic initiatives that will be aligned to PBB Africa strategy on multi-channel architecture, integration of all channels and migrating of low-value adding transactions from branches to the self-service banking channels ;
- Assume ownership of Distribution’s strategic initiatives that will focus on increasing effectiveness in the transaction mix of Self Service Channels transactions.
New business introduction and commercialization (25%)
- Develop business cases and take ownership of new service models for the Distribution focusing on:
- Increased customer convenience;
- Cost minimization strategies;
- New revenue generation; and
- Achieving operational efficiencies.
Country Leadership and transformation (20%)
- Establish a management and communications structure.
- Develop an operational structure for Country/ Business to execute all Distribution deliverables;
- Develop and maintain an effective communications structure within the county to manage and lead transformation and operational actions
In Industry forum representation (5%)
- Assume leadership of industry forum initiatives,
- Ensure that all compliance and regulatory issues raised at industry forums are integrated into the planning and addressed
Financial management (20%)
- Budgeting – Inputs to departmental budgets are submitted on a timely manner.
- Budgeting – Departmental financial targets are monitored and managed monthly, with reporting on variances against set targets.
- Develop action plans for corrective action in all incidents of negative variance.
- Channel financial performance reviews.
- Business performance analytics.
Business processes (10%)
- Ensure that all processes for transactions management, incident management, problem management and change management are drawn up and updated in a timely manner and adhered to.
- Ensure that all processes for effective asset management are drawn up, timely updated and adhered to.
- Ensure that all people management, operational risk management, and customer service management processes are drawn up and adhered to.
Preferred Qualification and Experience for Risk Management Head Job
- Relevant Degree from a recognised University
- A post graduate business or management qualification.
- Professional qualifications in banking
Experience
- At least 8 years experience in the banking industry.
- 4 of which must have been in a senior management role.
Knowledge/Technical Skills/Expertise
- Business/ Technical Knowledge
- Consulting skills
- Financial Management
- People Management
- Retail Banking knowledge
- Technical acumen
- Risk Management
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