Head Sales, Retail Division at Wema Bank Plc

JOB OBJECTIVE

• To ensure the effective implementation of the Retail sales target and strategy in the attainment of its financial and non-financial goals across all business channels; execute and coordinate the provision of a full spectrum of financial services to customers, excellent relationship management process, cultivate relationships, ensure business transactions are within the Bank’s risk appetite in order to contribute substantially to the overall liquidity and profitability of the Bank.

Job Purpose

• To drive retail business development and execution of the Bank’s retail marketing plans to achieve desirable profitability.
• To meet retail and SME financial targets through sales, cross sales within assigned products programs, service management system in ensuring the achievement of overall cluster targets.
• To manage available resources e.g. systems, processes, people and to ensure staff development and growth.
• To ensure strong customer-focused service culture becomes entrenched bank wide.

JOB RESPONSIBILITIES

Key Responsibilities/Accountabilities

• Drive the Bank’s Retail sales strategy; ensure all business activities/processes are driven towards the achievement of the Region’s objective in line with the overall strategy of the bank.
• Oversee risk asset transactions in the region to ensure growth, quality value propositions and within the Bank’s risk appetite.
• Ensure in-depth understanding of all customers’ portfolio, using customer value chain analysis to effectively meet the needs of the customers.
• Facilitate new business through market scanning, joint marketing calls and intelligence gathering
• Provide and drive strong collaboration within the regional retail teams to achieve set targets
• Drive budgets; monitor and report budget performance of Regional retail businesses
• Ensure customers’ demands are met through effective products/service offerings.
• Review strategies to ensure excellent, efficient and comprehensive customer service delivery is provided constantly

Customer service:

• Understand retail customer base and identify opportunities to build and grow profitable relationship.
• Always manage the branch resources to ensure delivery and maintenance of customer service standards and at every service outlet within the branch, by putting the right people in the right places and by enabling their self- development (coaching and training) for improved service delivery.
• Monitors customers’ complaints through the Bank’s complaint management unit, identifying the root causes and addressing them at source to prevent recurrence.
• Manages and oversees the provision of appropriate products and services via the most suitable channel to ensure that customer needs are met.
• Identifies opportunities to migrate retail customers to more appropriate, cost effective channels.
• Drives the use of appropriate processes and procedures by all members of staff who are constantly in contact with the retail customers e.g. Retail CTL, Retail RMO, TOFT, TTL, Tellers and the Branch guards.

People management:

• Builds organizational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Responsible for the development and retention of relevant skills in order to meet retail business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Creates an environment in which learning, and development are emphasized and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Monitor and manage the performance and development of direct reports and constantly give feedback during monthly one-on-one review meetings.
• Ensure staff compliments to boost productivity and promotes a culture where the values of the Bank are seen to be ‘alive’.

QUALIFICATION AND SKILLS

Below are qualifications required to work as Head, Retail Sales

• Education: Minimum of First Degree in Any Discipline. Additional Qualification will be an Added Advantage
• Specialized knowledge: Minimum of 12 years’ experience in sales & marketing in any Financial Institution.
• Experience: Sales and Marketing