Head of Retail

2 weeks ago

London, United Kingdom Ghana International Bank Full time

**Department**:Retail and Business Banking

**Accountable to**:Chief Banking Officer

**Direct Reports**:Consumer / SME Relationship Managers

**Main Purpose of Role**
- Manage 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 Specification**

**Skills 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
- 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**
- Working knowledge of the Core Banking System

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