Job title: Head of Retail and Business banking
Job type: Permanent
Emp type: Full-time
Location: Dar es Salaam
  • Banking
Job published: 05-03-2019
Job ID: 32151

Job Description


Team Leadership

Outputs: 30%

  • Build and develop a high performing team through embedding performance development and coaching.
  • Ensure that team members receive coaching and feedback in order to develop to achieve their maximum potential.
  • Discuss and finalise Performance Development Plans and ratings for all members of staff.
  • Recommend reward allocations for all direct reports, including bonus and pay increases.
  • Determine and manage Training Needs Analysis and Succession plans for all team members.
  • Responsible for hiring staff based on short-lists of candidates compiled by HR and Resource Coordinator.
  • Responsible for conducting exit interviews for all employee-initiated departures from the bank. Provide results of exit interviews to HR for review and analysis.
  • Manage staff attendance levels, including approval of leave. Compile monthly absence statistics (annual leave, sick leave, family responsibility leave, maternity leave, study leave etc), and submit to HR for record keeping.
  • Directly responsible for discipline – initiate misconduct or incapacity charges, follow discipline processes together with HR and an independent chairperson. Build the case files where required.
  • Ensure that team members own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Act as the escalation point for their unresolved queries and complaints.
  • Motivate staff and ensure they are recognized through the recognition schemes.
  • Create an empowering environment for team members, encouraging individual ownership and initiative. Huddles are conducted daily.


Product Oversight 30%

Outputs to deliver this accountability:

  • Ensure income targets are met for RBB products through establishing and implementing the local/regional product pricing strategy.
  • Identifying opportunities for new product development and enhancement in line with the in-country
  • Retail strategy. Ensure that the Product Assistant completes the product research,
  • Own the product development and implementation process in-country.
  • Participate actively in the ALCO (Asset and Liability Committee) meetings, advising on the most appropriate interest rate strategy for each product, covering balance sheet and income impacts.
  • Contribute ideas for alternative product strategies to manage the Asset and Liability Book.
  • Continuously review the local basis for customer segmentation and recommend suitable product activity to target and sustain viable and profitable segments in line with the stated Retail strategy in country.
  • Monitor and provide feedback to RBB Management on local competitor product activity and pricing.
  • Review local product legal and regulatory assessments completed by the Product Managers
  • Review product income analysis prepared by the Product Managers and present to the RBB leadership and RBB Management Committee.
  • Interact with the Head of Sales, Proposition Heads and Regional Managers in the Branch network to provide input into sales strategies.
  • Review a customer satisfaction surveys to identify product issues. Create action plans and implement changes to address such issues.
  • Provide input to the Sales Campaign Manager during the development of product-specific sales campaigns.
  • Build relationships with internal service providers including Marketing, Communications and Operations and ensure that service level agreements are implemented and maintained where appropriate.



Governance and Control 20%

Outputs to deliver this accountability:

  • Review monthly tariff reports prepared by the Product Managers with particular focus on errors and deviations. Ensure action plans are implemented to address such issues.
  • Review notices for submission to local government, regulators and customers prior to their distribution.
  • Liaise with the COO areas on any major processing issues directly linked with the product design or the channels through which the products are distributed.
  • Ensure that the team complies with all policies and procedures, including Health and Safety, by conducting regular team briefings on the subject.
  • Own and manage the business continuity management plan for the RBB Product team. Ensure that bi-annual tests take place and that any failures are reported.
  • Report incidents or risk events on the bank’s STIG system as required and ensure that proper escalation takes place.
  • Ensure that team members abide by required project governance standards for implementation of new products or launch of new distribution channels.



Business Management 20%

Outputs to deliver this accountability:

  • Agree targets and take accountability for the overall achievement of performance objectives for the team in terms of:
    • Employee Satisfaction
    • Customer experience
    • Cost performance
    • Risk and rigour management


Experience & Qualifications

  • First degree in commerce or banking preferred MBA
  • At least three years’ experience in sales or product development in a Retail Banking environment.
  • Project Management qualification



Knowledge, Expertise and Experience

Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

  • A comprehensive knowledge of Retail products and systems that support them.
  • A detailed understanding of product offerings in the wider financial services industry.
  • Detailed knowledge of  Retail strategy and policies.
  • Detailed knowledge of consumer behaviour, marketing techniques and evolving trends.
  • An understanding of customer segmentation theory and practice.
  • A detailed understanding of local industry advisory, regulatory and professional bodies.
  • A good understanding of legislation related to financial services and channel delivery.