Retail Cluster Head at Wema Bank Plc

JOB OBJECTIVE

To create and fully take all sales opportunities, drawing in prospective retail customers to achieve financial targets through sales and cross sales within assigned products programs, service management system and overall cluster targets and to constantly meet and or exceed the cluster target on monthly basis.

Job Purpose

• To deliver the retail business budget in assigned cluster.
• Retail Business Development and Brilliant Execution of all cluster retail marketing plans to achieve desirable profitability.
• To collaborate with the Head of Retail Sales (HoRS), Zonal Service Manager (ZSM) & BDMs in ensuring that all retail customers receive an exceptional and consistently high-quality service.
• To manage available resources e.g. systems, processes, retail relationship officers and marketing associates) and to ensure staff development and growth.
• To ensure strong customer-focused service culture becomes entrenched in the region.

JOB RESPONSIBILITIES

Sales Management:

• Develops and implements retail cluster marketing strategy in ensuring regional/zonal sales targets are met. This includes coaching staff on retail product knowledge, cross selling and keeping up to date with changes and developments in the local retail market/area to drive optimal achievement of this opportunities.
• Co-ordinates cross selling opportunities with other business departments like corporate solutions, EFT, virtual banking and other E-business products for possible personal market businesses/ opportunities.
• Conducts meetings with the retail marketing team (i.e. MA and Retail Relationship Officers) and carry out reviews on the previous performance jointly plan for the month ahead.
• Plan and oversees new retail marketing initiatives including cluster’s expansion in new markets as well as continued expansion among existing customers.
• Driving peak performance and retail marketing success for all retail relationship officers across the region and/or Zone.
• The collective targets for the MAs and RMOs are sole responsibilities of the Retail Cluster Head who supervises all their activities of RMOs under his/her purview.

Risk management:

• Accountable for maintaining high data quality standards by ensuring information captured in the Bank’s systems and documentation by teams are accurate and maintained in a timely manner.
• Responsible for the sale’s operational efficiency of the region/cluster and productivity of its retail staff.
• Manage the risk management process for the designated customer portfolio and be accountable for the ongoing monitoring of credit quality and compliance with Bank’s policies.
• Develop close relationships with operations and risk management team to ensure delivery of quality products and services to customers.
• Accountable for operating responsibly within the parameters of approved delegations.

Financial management:

• Contribute to the net profitability of the region/zone; ensure effective management of revenue collection and expenditure control.
• Ensures that all aspects of revenue collection and operational expenditure are actively monitored and that they are in line with the operating budget.
• Review actual figures in the Branch Balance Sheet, Profit and Loss against budget and / or against past months’ performance and investigate undue variations.
• Drive the growth of retail deposits, loans and overdrafts to increase profitability of the Branch.

Customer service:

• Understand retail customer base and identify opportunities to build and grow profitable relationship.
• Supervise the management of 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.
• Monitor customers’ complaints through the Bank’s complaint management unit, identifying the root causes and addressing them at source to prevent recurrence.
• Manage and oversee the provision of appropriate products and services via the most suitable channel to ensure that customer needs are met.
• Identify opportunities to migrate retail customers to more appropriate, cost effective channels.
• Support the use of appropriate processes and procedures by all members of staff who are constantly in contact with the retail customers e.g. Retail RMO, MA, TTL, Tellers and the Branch guards.

People management:

• Build 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.
• Ensure the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensure skills assessments and competency-based training takes place as and when required.
• Create an environment in which learning, and development are emphasized and valued.
• Take 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 a Retail Cluster Head

• Education: Minimum of First Degree in Any Discipline. Additional Qualification will be an Added Advantage
• Specialized knowledge: Minimum of 5-8 years cognate experience
• Professional Certification: CIBN
• Experience: Sales and Marketing
• Digitally Savvy
• Superb interpersonal skills
• Good communication skills
• A commitment to excellent customer service
• Strategic thinker and ability to analyze and solve problems quickly
• Ability to work well with others and lead a team