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Regional Manager, Customer Channels – Branch Network At Stanbic IBTC

Date Posted: 19/May/2014
Deadline: 30/May/2014
  • Specialization Admin / Finance
  • Industry
  • Experience 0 year(s)
  • Location Nigeria

Job purpose
• Assume direct profit and loss accountability for all PORs and the Mobile Sales Channel in the Region by planning, driving and managing the delivery of a multi-product/ multi-channel sales and service strategy across the Region to attract, grow and retain quality business in line with  profitability objectives and market potential.
• Responsible for new to bank customer acquisition
• To leverage and optimize people, resources, channels, business and risk controls in line with market potential, to maximize business growth, retention and profitability targets for the Region.
• Ensure that employees remain engaged and committed, and that business partners and customers are satisfied.
• Optimize the business potential by maximizing the existing segmented customer base. This includes maximizing the opportunities to move market share by segment, where applicable, and to focus on customer attraction and retention in line with Retail Banking business objectives.
• Conceptually integrate and manage diverse, complex and competing elements of the business and market.

Key responsibilities

Revenue management
• Consider ways to optimize revenue streams and focus market management efforts to achieve greater revenue.

Market management
• Keep abreast of local market dynamics; identify changes, risks and opportunities.
• Consider market, sales and service competencies for the respective Region. Applying the market management paradigm strategically with bottom line return:
• Ensure appropriate representation and presence in the market
• Ensure that branch customer base(s) are correctly segmented according to the particular local market
• Ensure that sales and service efforts are aligned and that resources are allocated accordingly
• Improve value proposition alignment through the implementation of an appropriate migration strategy – migrating customers to appropriate segments (Priority, Business Banking / Expert etc.) where identified.

Sales management (Profitable growth in sales)
• Formulate, drive, measure and manage the achievement of a medium term multi-product/ multi-channel sales strategy for the Region to grow new business and expand share of wallet across the personal and SME markets i.e.:
• Prepare Regional financial budgets/ forecasts for POR’s and Mobile (including Home Loans) in line with Provincial strategic objectives, business/ operational risk, socio-political and economic market forces
• Keep abreast of local market developments and market potential – adjusting POR sales targets and tactics accordingly
• Identify business opportunities and develop tactics to leverage these
• Measure, track and manage sales targets and budgets for the Region.
• Leverage sales leads and growth targets in collaboration with business partners in the Region e.g. Vehicle and Asset Finance; SBFC; SBIB; Home Loans; Electronic Banking; Group Schemes; Telesales; Mobile Sales etc.
• Drive the implementation of Sales best practices in line with Segment value propositions and customer expectations.
• Implement processes to monitor and manage POR sales capacity to leverage market potential.
• Develop, maintain and utilize MIS/ sales support tools to strengthen the selling process:
• Ensure that sales teams have adequate sales support tools and MIS e.g. macro and micro market information, product information, sales aids
• Mine existing MIS to identify expansion and/or additional business opportunities

Relationship building
• Support the Zonal Executive team in building and fostering relationships with State government and public sector clients.
• Establish and maintain a high profile ‘second face’ with top revenue generators.
• Accompany branch manager / sales team when calling on potentially lucrative new clients
Service management (Retention through service quality)
• Drive service excellence in the Region by planning, monitoring and managing the implementation and continuous enforcement of all SLAs, service standards and service initiatives in line with Group values, industry benchmarks and limits of authority.
• Drive and enforcing the delivery of a consistent, collaborative and integrated service platform in the Region by performing a high level proactive liaison/ facilitation role to ensure cooperation and buy-in from stakeholders in the Region
• Develop strategies and tactics to retain market share through continuous improvement of existing service levels.
• Assume ultimate responsibility for the management and resolution of customer complaints/ problems in the Region:
• Perform a high level problem-solving role in the Region, ensuring that problem root causes are analyzed, identified and effectively addressed to minimize the future reoccurrence of problems.
• Ensure that problems are logged resolved and followed through in a professional manner without jeopardizing client relationships and the branch image in the local market.
• Maintain a close watchfulness and ownership of service trends and customer satisfaction levels in the Region by commissioning regular customer discussion forums and mystery shopper events to identify weakness and areas of strengths.

Risk management and compliance
• Monitor and manage complete regulatory compliance in the Region:
• Ensure understanding, adherence and disclosure to customers regarding accreditation, service fees and commission
• Ensure an understanding of and adherence to documentation requirements
• Establish, monitor and manage physical, operational and process risk controls and levels of authority in the Region to minimize risk exposure. This includes:
• Analyze and identify key physical, operational, processing and image risk factors
• Formulate and implement policies, processes, procedures and controls that are aligned to Group risk, OHSA and general financial services regulations and legislation
• Formulating and maintaining business continuity plans for the Region
• Audit control systems, practices and procedures on a regular basis to ensure compliance with risk management principles and practices
• Track and analyze fraud trends to identify and address weaknesses in systems and process controls.

Credit management (Quality of loan applications and increased knowledge of lending)
• Facilitate a sound working partnership with Credit to stimulate business growth without compromising risk and the quality of lending.
• Educate and mentor Branch Management in the general knowledge and application of credit principles and practices in the Business Banking and Personal Markets.
• Arbitrating Business Banking and Personal Market credit decisions in need. This involves facilitating negotiation between Branch Managers, Credit and next levels.

People management
• Take the lead in the Region by translating and communicating the Retail Banking strategic people initiatives into Regional staffing priorities and inspiring Branch Managers to take action.
• Create a people-centric culture / mindset – profit-chain implementation (Understanding the people impact on customer satisfaction measures) i.e. Learning and knowledge sharing for bottom line gain and impact.
• Establish and review communication strategy (ies) to promote an understanding of the management vision and to create a sharing of best practices / ideas.
• Plan and manage staff capacity for the Region, ensuring that flexible staffing requirements and succession plans are understood and implemented as needed.
• Motivate and manage sales and service staff in the Region to ensure that operational performance targets, work and quality standards are set, achieved and maintained throughout the Region – ensures that resources, systems and processes are in place to support the achievement of work goals.
• Facilitate branch People Management Forums.
• Track, measure and manage the performance contribution of POR sales and support teams in the Region using multirater and performance appraisal tools.
• Drive and moderate the implementation of fair recognition and reward systems in the Region ensuring that excellent performance and poor performance is consistently identified and effectively managed/ rewarded.
• Anticipate emerging and future competency requirements for the Region:
• Plan and oversee the implementation of a skills development plan for the Region to address skills gaps
• Foster a climate of self-development, learning and personal growth
• Championing talent management in the Region by creating and implementing a platform for growth, succession planning, mentoring and development to attract and retain talent.
• Manage a culture of diversity in the Region:
• Ensure that equity targets are achieved and retained
• Ensure that diversity is fostered and managed at all levels of staff and client interaction in line with Regional demographics.
• Validate and confirm change and project plans for the Region, and ensure that the changes are implemented and sustained successfully
• Support a change management development programme to peers and branch staff

Cost and operations management
• Prepare and manage Regional budgets, ensure that all operating costs and expenditure budgets are authorized, accounted for and contained as far as possible. This includes:
• CAPEX, premises maintenance, revenue streams etc.
• Manage the cost to income ratios for the Region to ensure maximum profitability and efficiency in accordance with budget objectives. This includes:
• Ensure sales and service to right customers at right the cost
• Key ratio management, e.g. headcount management, cost per staff member, revenue per staff member, number of transactions per teller and use of productivity ratios
• Leverage flexible staffing, technology, systems, processes to improve cost efficiency ratios
• Explore cost effective, efficient ATM/ electronic delivery channels.
• Utilize MIS to monitor operational activity, progress and results - taking action where identified.
Knowledge management
• Facilitate and manage the work context for best practice and knowledge sharing to achieve business objectives


Key performance measure

Financial
• Sales and financial targets as per KRA scorecard:
• Profitability of the Region measured by contribution
• Growth in new to bank customer acquisition
• Increased cross-sell penetration ratios (growth in existing business base) for various product categories
• Growth in total advances and resources
• Lending: Quality of business measured by –
• % Non-Performing loans (joint accountability with Credit)
• % of Reworks
• % of High Care

Customer
• Customer satisfaction index (CEBS)
• Customer retention (attrition ratios)
Internal process
• Productivity ratios
• Service Level Agreement (SLA) satisfaction rating:
• Quality, accuracy, speed and turnaround times
• Successful implementation of internal systems
• Audit/ compliance report rating
• Data integrity

Learning and growth
• Equity targets
• Competence rating
• Skills audit ratings: Achievement of a committed, knowledgeable staff base with requisite skills to sell the product and channel offerings in alignment with the market management paradigm.

Internal and external relationships
• The attainment of work results is critically affected by the ability to proactively promote and market the Bank within the Region.
• Facilitating the optimal interaction between branches and support areas is a critical success factor:
• Building, strengthening, maintaining and leveraging internal networks, alliance partnerships and relationships with senior Group stakeholders and specialists at Head Office and Branch Management levels is critical to the successful delivery value added financial services and solutions that span the full spectrum of multi-product offerings.
• Break down barriers and develop influential relationships across teams, functions and layers within the Province and across inter-branch networks to facilitate the cross-pollination of best practices
• Ensure that all stakeholders in the Region are motivated and that quality and productivity levels are maintained.
• Build ongoing close relationships with public sector banking customers and with State government, as well as with various alliance partners, is a critical requirement for the purpose of generating ongoing credibility, income and positive sentiment for the Region and its PORs

Method of Application

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