Head of Customer Network & Sales

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

The purpose of the role is to recommend, develop and lead an integrated channel strategy for Absa Bank Tanzania Limited. It will require understanding the total footprint of Absa Bank Tanzania Limited and competitors in the continent leverage on best practices from Absa Group and ensuring the bank has optimum distribution through all touch points. Besides electronic channels the real focus will be on physical branch distribution, setting up of Direct sales and CLM Team and Loan centers and Prestige Premier Centers for customer segments.
• Creating an overall channel strategy (Physical and Electronic) and communicating this to ABT stakeholders,
• Provide leadership on branch performance by delivering balance sheet, Profit and Loss, and grow business through NTB customer acquisition through branch and Direct Sales channels on chosen Segments.
• Drive Customer Life Management calling programme through active tele calling programme.
• Run the centralized retention unit called Customer Life Cycle Management Unit (CLM) – a dedicated team supports the Business to achieve its set goals and objectives through proactive provision of post-sales support on boarding of both new and some existing customers thus retaining our customers and minimizing attrition on both assets and liabilities
• Leverage CLM team to call on behalf of Branches to activate and X-Sell.
• Drive Customer adoption for Digital banking – Hello Money, Internet, BMB and BTB, iATM adoption
• Re-alignment of the ATM and branch strategy to business requirements,
• Personal segment push towards Hello Money – Mobile banking
• Challenge of working as part of a team across many locations.
• Journey times may be long – the role holder will be required to provide support to all (branches) clusters as necessary.
• Challenge of liaising/communicating with both a specialist property team and the end user community.
• Owing to time constraints the role holder has to be adaptable, able to work under pressure and ensure that deliverables are achieved within agreed timescales.
• Managing at a time of significant cultural change.
• Managing the inputs of, and negotiating trade-offs between, cross-sectoral customers that operate within the Absa Bank Tanzania network.
Managing the significant reputation and operation risk associated with retail transformation initiatives and change.

Job Description

Main accountabilities and approximate time split

50% - Lead and develop Retail Banking Customer Network Integrated strategy

Distribution (Branch Network)

• Update Retail strategy and ongoing Distribution assessment.
• Lead scientific method of branch optimization
• Branches to leverage and collaborate with CLM and Absa Direct Team.
• Develop key matrix to evaluate productivity and efficiency of all touch points
• Reshape physical distribution understanding the customer profile and demographics and competitor footprints
• To understand the synergies between Retail and Business Banking and align the distribution strategy to them
• Ensure compliance to all regulatory and bank standards
• Work with the heads of segment and channels in country to monitor the channel efficiency and bring best practice from around the world
• Work along side the head of Retail and Corporate performance managers and all segment owners  to identify the right channel mix for the targeted customers
• To ensure that all channels have a robust business case and profitability analysis is in place

Sales & Workplace Banking

• To Develop Workplace Banking and Sales Strategies and to lead strategy implementation to deliver superior Sales and Workplace Banking Performance.
• To interpret and communicate overall Retail Business Strategy as well as the strategy for Workplace Banking and Direct Sales Unit.
• To provide Innovative Sales leadership to create retail products demand and device consumer outreach campaigns to capture opportunities.
• Sales of new customer acquisition across al