REPORTING LINE: HEAD, BUSINESS DEVELOPMENT
The Head, Consumer Banking is responsible for providing strategic and commercial leadership for the Bank\'s Consumer Banking business, with primary responsibility for the growth and management of Current and Savings Accounts (CASA), Retail Banking and designated Big Corporate Accounts. The role is accountable for driving deposit mobilization, customer acquisition, portfolio growth, revenue generation and relationship deepening across the assigned business segments. This includes developing strategies to grow low-cost deposits, expand the Bank\'s customer base, strengthen key relationships, improve product penetration and identify opportunities to increase customer wallet share.
The role also provides leadership and direction to the Consumer Banking team, ensuring effective performance management, customer
relationship management, business development and delivery of approved financial and strategic objectives..
Consumer Banking Strategy & Business Leadership:
- Develop and implement the Consumer Banking strategy and annual business plan in alignment with the Bank\'s corporate objectives and growth priorities.
- Translate strategic objectives into clear targets for CASA, retail banking, corporate accounts,
- customer acquisition, deposits, revenue and profitability.
- Identify market opportunities and develop strategies to expand the Bank\'s presence across priority customer segments.
- Develop initiatives to strengthen the Bank\'s competitive position and increase its share of target markets.
- Monitor market conditions, customer behavior and competitor activities and recommend appropriate strategic responses.
- Provide Management with regular updates on business performance, market opportunities, risks and strategic priorities.
CASA & Deposit Mobilization:
- Drive acquisition of new CASA relationships across identified retail and corporate customer segments.
- Develop initiatives to activate dormant or underutilized accounts and deepen existing customer relationships.
- Monitor deposit performance across the assigned portfolio and implement corrective actions where performance falls below target.
- Identify opportunities to improve deposit mobilization through targeted customer propositions, relationship management and market development initiatives.
- Ensure deposit growth strategies remain commercially sustainable and aligned with the Bank\'s risk appetite and pricing framework.
- Drive acquisition, activation and retention of retail banking customers across approved channels.
- Promote the adoption and utilization of appropriate retail banking products and services.
- Identify opportunities to deepen retail customer relationships through cross-selling and increased product penetration.
- Monitor retail portfolio performance, customer behavior and product uptake and recommend appropriate interventions.
- Collaborate with Digital Banking and other relevant functions to support increased adoption of digital channels among retail customers.
Corporate Account Management
- Lead the acquisition, development and retention of designated Big Corporate Accounts within the Bank\'s portfolio.
- Develop strategic relationship plans for key corporate customers to strengthen engagement and increase wallet share.
- Identify opportunities to grow deposits, transaction volumes and other relevant banking relationships within designated corporate accounts.
- Work with relevant product and functional teams to develop solutions that address the banking needs of key corporate clients.
- Monitor the performance, profitability and relationship status of strategic corporate accounts.
- Ensure proactive management of key relationships and timely escalation of issues that may affect customer retention or business performance.
Customer Acquisition & Relationship Management:
- Develop and implement customer acquisition strategies across the assigned Consumer Banking segments.
- Drive customer relationship deepening through cross-selling, product penetration and tailored banking solutions.
- Develop initiatives to improve customer retention and strengthen long-term relationships.
- Establish effective relationship management practices for priority and high-value customers.
- Monitor customer feedback, account activity and relationship trends to identify opportunities and risks.
- Promote a customer-centric approach to business development and relationship management across the team.
Business Development & Market Development:
- Identify new business opportunities across retail, CASA and designated corporate customer segments.
- Develop and maintain a pipeline of prospective customers and business opportunities.
- Establish relationships with strategic organizations, institutions, communities and other relevant market channels to support customer and deposit acquisition.
- Develop and execute market activation and business development initiatives in collaboration with relevant internal functions.
- Monitor business development activities and conversion rates and implement measures to improve pipeline effectiveness.
- Evaluate emerging market opportunities and recommend initiatives for Management\'s consideration.
Product & Proposition Development:
- Provide market and customer insights to support the development and enhancement of products serving the assigned customer segments.
- Identify gaps in existing product offerings and recommend improvements based on customer needs and competitive developments.
- Collaborate with Product, Marketing, Digital Banking, Credit and other relevant functions on product propositions and go-to-market initiatives.
- Monitor product performance, customer adoption and commercial contribution and recommend appropriate actions.
- Identify opportunities for product bundling and cross-selling to improve customer value and portfolio profitability.
Marketing & Customer Acquisition:
- Provide business direction on marketing priorities required to support Consumer Banking growth objectives.
- Work closely with the Brand and Communication function to develop campaigns and customer acquisition initiatives aligned with CASA, retail and corporate banking objectives.
- Ensure that marketing initiatives are targeted at relevant customer segments and linked to measurable business outcomes.
- Monitor the commercial effectiveness of marketing-led customer acquisition initiatives and provide feedback for optimization.
Risk, Compliance & Portfolio Quality:
- Ensure that Consumer Banking activities are conducted in accordance with applicable laws, regulations, Bank policies and approved risk appetite.
- Work closely with Risk, Credit, Compliance and Internal Control functions to ensure appropriate management of business and portfolio risks.
- Ensure proper KYC, AML, account documentation and other regulatory requirements are maintained across the assigned portfolio.
- Monitor emerging credit, operational, conduct, compliance and reputational risks associated with the portfolio.
- Ensure timely resolution of audit, control and regulatory issues relating to Consumer Banking.
- Promote responsible business growth and adherence to the Bank\'s risk and control framework.
People Leadership & Development:
- Establish clear performance expectations and business targets for the Consumer Banking team.
- Monitor individual and team performance against approved KPIs and business objectives.
- Consumer & Retail Banking
- CASA & Deposit Mobilization
- Relationship Management
- Corporate Account Management
- Consumer Lending
- Business Development
- Portfolio Management
- Customer Acquisition & Retention
- Financial & Portfolio Analysis
- Market & Competitive Intelligence
- Banking Regulations & RiskManagement
- Commercial Acumen
- Customer Centricity
- Results Orientation
- Accountability & Ownership
- Communication & Influencing
- Negotiation
- Analytical & Critical Thinking
- Problem Solving
- Resilience & Tenacity
- Integrity & Professional Ethics
- Collaboration
- Adaptability
- Sound Judgement
- Continuous Improvement
- Strategic Leadership
- Business Leadership
- People Leadership & Coaching
- Performance Management
- Strategic Decision-Making
- Stakeholder Management
- Talent Development
- Succession Planning
- Change Leadership
- Commercial Leadership
- Resource Management
- Negotiation & Influencing
- Cross-functional Leadership
QUALIFICATIONS & REQUIREMENTS
- Bachelor\'s Degree in Banking, Finance, Economics, Business Administration, Accounting or a related discipline.
- Minimum of 10 years relevant experience in banking, with significant experience in relationship management, business
- development, retail banking, commercial banking or a related function.
- Strong understanding of retail banking products, CASA and customer relationship management.
- Experience leading and managing a commercial banking/business development team.