Principle Accountabilities

Business planning and growth

• Drive achievement of the set targets through customer growth and retention across all lines; deposits, lending, Cards, Agent banking and NFI
• Deposit mobilization
• Develop and refine telesales toolkits, client materials and training to reflect the various target proposition
• Performance Management – Run daily, weekly and monthly reviews with the sales staff to ensure the team is constantly engaged and ahead of targets
• Cost Management and Revenue Generation
• Drive cheap deposits to reduce on the cost of funds.
• People management
• Implement effective HR standards and strategies, manage succession plan, and retain key talent, constant discipline in performance management
• Motivate, Coach and Energize the Telesales staff positively to deliver the best results
• Engage the team in constant training to address training needs, implement training road maps to ensure an engaged Team

Operational risk controls and procedures.

• Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
• Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
• Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
• Tracking and monitoring of TAT for the segment and working with stakeholders to ensure targets are met

People Management & Administration:

• Manage the sales staff by providing ongoing individual coaching and training to assure ensure achievement of sales goals, member retention and deepening member relationships.
• Continuous review & appraisal of sales staff performance and immediate corrective action.
• Ensure sales staff are motivated for maximum productivity
• Cultivate a team culture that enhances support for each other to ensure overall productivity.
• Arrange, conduct or recommend appropriate training for branch staff to enable them carry out their duties effectively & efficiently.
• Ensure discipline and adherence to staff code of ethics by sales staff.
• Ensure planned leave schedule & execution for branch sales staff.

 Operational risk controls and procedures.

• Implement processes to prevent mis-selling, misrepresentation, fraud and adherence to customer data confidentiality principles
• Ensure the Team adhere to all KYC guidelines and procedures, comply with local regulatory requirements, reflect best practices
• Ensure the team comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer
• Tracking and monitoring of TAT and errors for sales staff and working with stakeholders to ensure targets are met

Key Competencies and Skills

General Competencies:

• Excellent written and oral communication skills.
• Excellent interpersonal skills with the ability to effectively work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
• Excellent customer service skills with the ability to respond to inquiries or complaints effectively and in a timely.
• Ability to take initiative and prioritize tasks; good time-management, organization, problem-prevention, and problem-solving skills.
• Basic analytical ability with active listening skills.
• Good working knowledge of the MS Suite.
• Ability to work accurately with close attention to detail; must have eye for details, strong ability to scrutinize and examine.
• Ability to maintain confidentiality of sensitive information.
• Willingness to adapt to changing business needs and deadlines.

Minimum Qualifications, Knowledge and Experience

Education:Bachelor’s degree

Experience:

• Minimum of 3 years’ experience in sales management within the Banking Industry
• Demonstrate knowledge of banking operations
• Problem-solving and analytical skills
• Demonstrate integrity and ethical standards
• Attentive to details

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Principle Accountabilities

• Define and communicate a clear vision and roadmap for process digitization initiatives.
• Identify and evaluate opportunities to digitize and optimize core and support processes to improve operational efficiency, reduce costs, and enhance the overall experience for customers and employees.
• Develop prioritization frameworks to select the highest impact initiatives in alignment with strategic goals.
• Own and manage the process digitization product backlog, ensuring it is well-prioritized and clearly defined.
• Translate business requirements into actionable user stories and acceptance criteria for the agile delivery teams.
• Lead and collaborate with cross-functional agile squads to deliver high-impact digital solutions, ensuring timely and high-quality execution.
• Iterate and enhance solutions based on continuous feedback and performance data.
• Serve as the main point of contact between business units, technology teams, and external partners for process digitization initiatives.
• Work closely with business process owners to deeply understand needs, pain points, and opportunities for improvement.
• Regularly communicate progress, achievements, and metrics to the Head of Process Digitization Tribe and other key stakeholders.
• Champion a user-centered design and delivery approach in all process digitization efforts.
• Ensure digital processes are intuitive, easy to adopt, and contribute positively to customer and employee experiences.
• Define, measure, and report on key performance indicators (KPIs) for digitization projects, including efficiency gains, cost savings, error reductions, and adoption rates.
• Leverage data insights to inform continuous improvement and future opportunities.

Key Competencies and Skills

• Proven track record of delivering digitization or automation projects (e.g., RPA, workflow automation, low-code platforms).
• Strong understanding of the design thinking methodology and has demonstrated experience applying.
• Proficiency with product management tools like Azure DevOps, Jira, Figma

Minimum Qualifications, Knowledge and Experience

Experiences & Qualifications (Academic and Professional)

• Bachelor’s degree in Business, IT, Computer Science, or a related field.
• Certification in Agile methodologies (e.g., CSPO, SAFe Product Owner) is preferred.
• 5+ years of experience in product ownership, business analysis, or process improvement roles, with at least 2 years focused on process digitization or automation.
• Experience working in innovation, transformation, or digital change functions, preferably within financial services or similar industries.

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