Head of Retail & Business Banking
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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
- A clear understanding of how to apply market dynamics, geo-political issues and trends with respect to GHIB’s business
- 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
- Proficient use of MS Office Applications - Word, Outlook, Excel, Power point or similar applications
- Working knowledge of the Core Banking System
- Department
- Retail & Business Banking
- Locations
- London, United Kingdom
- Employment type
- Full-time
- Hybrid
- 3 Days in the Office
London, United Kingdom
Workplace & Culture
We work hard to ensure that our workplace is a diverse, inclusive and meritocratic environment and we also have a strong commitment to sustainability and communities around the UK and Africa.
About Ghana International Bank
In 1959, two years after the country’s independence, Ghana Commercial Bank set up a branch in the City of London with a unique mandate: to finance international trade and serve as an intermediary for the flow of funds to and from Ghana.
Authorised and regulated by the Prudential Regulation Authority and Financial Conduct Authority, the bank is now owned by a consortium of major Ghanaian financial institutions, with the Central Bank of Ghana serving as majority shareholder.
Today, GHIB focuses on six key areas: treasury and global markets, trade finance, corporate and institutional banking, retail and small business banking, correspondent banking, and payment solutions. But our focus remains the same – to support the economies of Ghana and the wider African continent.
Head of Retail & Business Banking
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