NMB is the largest Tanzanian bank, reaching out to close to 2 million customers through some 175 branches (of which 60% are in rural areas), with close to 600 ATM's almost 40% of all ATM's in Tanzania) and a variety of alternative distribution channels and Mobile and other electronic payment products, making NMB the leading bank in Tanzania. We are currently seeking for an experienced professional to join the Retail Banking team as the Chief Retail Banking (CRB) with the overall responsibility of leading and executing the strategic leadership of the Retail Banking Department. This role reports to the Managing Director(MD).
JOB IDENTIFICATION Job Title: Chief Retail Banking Reporting to: Managing Director Employment Contract: contract (Renewable) 3 years fixed term JOB PURPOSE Profitably manage the following retail departments by focusing on the execution of management strategies to accelerate retail business growth; . Branch Network Personal Banking Business Banking Alternative Channels Branch Operations and Controls Brand and Product Marketing Customer Services Management of customer services and product delivery for Retail customers through multiple channels and multiple market segments from low income, salaried and high net worth to Small and Medium Enterprises. A key member of the Management, providing strategic leadership to the retail teams by leveraging on the best in class competencies in support of the bank's Retail strategy.
MAIN RESPONSIBILITIES; RETAIL FORMATION AND EXECUTION Of STRATEGY;
Develop the Retail banking business strategy, budget and marketing plans in line with overall bank approved strategic plan. Ensure smooth execution of the agreed Retail specific strategies in order to accelerate business and profitability. Execute the Retail strategic plan ensuring alignment to customer demand and create a market leading Retail competitor advantage. Provide clear direction for Retail sales and service business objectives, translating and prioritizing them into business performance measures. Resource, develop and maintain a highly motivated Retail team committed to achieving success through team work and collaboration. Champion the required cultural change needed to reinforce consistent Sales, Customer Service and operational rigor disciplines and ways of working across the retail network. Effectively manage and direct all retail banking business units with the objective of achieving annual sales financial targets as incorporated in the bank's approved Retail strategy. Keep abreast of local Retail market dynamics; identify changes, risks and opportunities and act on these accordingly. Sales management (Profitable growth in sales): Formulate, drive, measure and manage the achievement of a medium term multi-product! multi-channel Retail sales strategy for the Bank to grow new business and expand share of wallet when compared to peers. Take ultimate accountability for the management of Sales support and business development services. These include sales conferences, national promotional events, and sales recognition schemes. Accountable for development of Retail product development, distribution concepts and omni-chanels in line with the bank's strategy.
SERVICE: Promote and maintain the highest standard of quality customer service in all retail banking customer channels to enhance revenue generation ahead of competition. Drive service excellence across the retail banking network by planning, monitoring and managing the implementation and continuous enforcement of all SLAs, service standards and service. Drive and enforce the delivery of a consistent, collaborative and integrated service platform in the branch network by performing proactive liaison/ facilitation role at head office to ensure cooperation and buy-in from stakeholders in bank. Maintain a close watchfulness and ownership of service trends and customer satisfaction levels in the branch network by commissioning regular customer satisfaction surveys and mystery shopper events to identify weakness and areas of strengths. Act as a key interface with internal stakeholders( ICT, Facilities, Treasury, Procurement, HR, Audit, Risk, Wholesale banking, Finance, Agribusiness) and proactively solicit appropriate support for the retail network,
OPERATIONAL RISK MANAGEMENT: Ensure risks within retail banking department are mitigated and systems are in place to monitor and eliminate risk across all areas of retail banking business and achieve a general high degree of risk control as agreed by the Bank. Through the Branch Inspection department, monitor and manage complete regulatory compliance and audit performance and addressing of root-causes for issues raised. Establish, monitor and manage physical, operational and process risk controls and levels of authority to minimize risk exposure. Credit management (Quality of loan applications and increased knowledge of lending): Facilitate a sound working partnership with Credit to stimulate business growth without compromising risk and the quality of lending; Educate and mentor zonal management in the general knowledge and application of credit principles and practices. PEOPLE MA8AGEMEND Agree challenging individual performance and development objectives for all direct reports and providing regular feedback/coaching to ensure their maximum potential is achieved. Support and guide the Retail people development agenda as a key contributor in the Management Human Resources Committee (HRMT) in line with the bank's HR strategy. Leadership development and succession planning for each business unit under retail banking.
KNOWLEDGE Possesses an intimate understanding of Retail competitor activity, drivers, products, strengths, vulnerabilities, market share, client base and amends and improves on own Branch network strategies and tactics accordingly to meet business objectives. Thorough understanding of market management and market segmentation. Broad and detailed technical knowledge of general retail banking practices and procedures. In-depth understanding of full range of Retail Banking business including business Banking and an overview of Corporate. In-depth understanding of the bank's strategy, operating structure and interfaces with other functions. Expert knowledge of competitor and local market activity
EXPERIENCE Experience in retail banking budgeting, forecasting, cost control and sales management is essential, . Experience of managing a large branch distribution over 175 branches. Significant Credit knowledge is essential, Relationship management and Teamwork/Collaboration with other business units to ensure seamless value chain delivery of business opportunities within retail banking. Strong Leadership and Management skills Project and change management skills
QUALIFICATIONS University degree or equivalent / MBA At least 10 years' experience' in a senior leadership role in the banking industry /reputable financial services. Customer focus as a primary function to ensure the highest standards of customer satisfaction. General understanding of current business trends and competition in the banking industry and its overall impact to the performance of a large retail bank.