Position Description: Head: Commercial Banking
Job ID: 7169
Location: Nigeria
Job Purpose
Support the Director: Business Banking in achieving the key PBB and Business Banking objectives by both influencing and ensuring the optimal execution and implementation of the relevant customer value propositions, segment /business strategies and related initiatives for the Commercial Banking Segment with the primary objective of optimising both customer experience and economic profit.
Notional head of the commercial suite channel
Value proposition/segment strategy implementation
Support Centre team in ensuring effective and consistent implementation and application of the relevant customer value propositions nationally.
Influence ongoing refinement/review of value propositions/segment strategies as market dynamics/competitor activity changes
Manage multiple stakeholder/business partner relationships (e.g. Business Product areas, Business Banking – Centre, Credit , Marketing, CIB, network, etc) to ensure optimal support and alignment in the execution of the relevant value propositions
Influencing, guiding and supporting the Zonal Heads and other Stakeholders in the operationalisation and delivery of strategic objectives and goals
Ensure RM portfolio sizes are maintained in line with benchmarks as per segment CVP’s balanced against the relevant operating cost environment
Monitor ongoing migration of qualifying customers to appropriate segments and ensuring regular review of portfolio sizes to ensure consistent application of value propositions in the provinces and business centres
Provide link between network and head office in the provision of relevant market/customer/competitor insights received from the frontline.
Ensure national implementation of best business banking practices.
Ensure migration of customers and re-alignment of portfolios to ensure the consistent application of value propositions in the provinces and business centres.
Contribute significantly to the development and implementation of sales and service best practices to drive consistency on a national basis.
Forging business partnerships with Business and Personal market stakeholders to leverage the interplay between Business and Personal Banking for optimal growth and retention
Customer service excellence
Influence customer experience methodology and measurement in liaison with the Customer Experience team and Centre
Ensure consistent implementation of Customer Engagement and interaction guidelines across business centres nationally
Development and implementation of national action plans to improve customer experience
Monitor and drive customer experience improvement across the relevant segments
Ensure the provision of relevant MIS to the Zones/business centres by Service Measurement team to support customer service improvement
Ensure appropriate reward and recognition for top performing business units
Collate and share national service best practices
Monitor and influence optimal implementation of customer value propositions across provinces
Monitor sales and service support provided by the relevant business product areas and influence the improvement of product and sales support gaps.
Liaise with BB Centre on all aspects of service excellence in line with customer value propositions.
Monitor consistent usage of query and complaints management processes
Drive remedial action to address unsatisfactory service results at Zonal/business centre level.
Monitor and influence optimal service support provided by the IPC’s
Provide support to zonal management in servicing and retaining top customers
Arrange regular zonal customer interaction initiatives to stay abreast with customer expectations and insights
Transactional led customer acquisition
Joint accountability together with Zone Heads and Business Centre Heads for achievement of segment sales targets, and in particular, acquisition targets.
Ensure consistent interpretation/implementation of the ‘Delivering the Firm’ initiatives
Influence the development and drive the execution of various product/cross sales incentives
Influence delivery of relevant and reliable MIS to support sales efforts
Influence the provision of relevant market/business insights to assist Zones in identifying opportunities for sales growth.
Monitor and drive the execution of opportunity and pipeline management
Optimise Economic Profit (Finance)
Shared accountability with Zones and Business Centre Heads for relevant segment financial performance
Negotiate consolidated segment financial budgets down to Zone level and facilitate national roll out
Accountability for pricing arbitrations on behalf of Business Banking in absence of Director, Business Banking.
Monitor monthly financial performance at segment, provincial and business centre level and influence the closure of performance gaps
Provide input to and influence Business Banking Centre on product pricing strategies
Influence the delivery of credible and relevant financial MIS / measurement
Support and ensure implementation/execution of product driven revenue optimization/leakage initiatives
Engaged committed and connected people
Deliver on undertakings in terms of the Leadership and People Charters
Purposeful and regular engagement with staff in the Zones responsible for Commercial Banking Segment. Includes Zonal visits and quarterly meetings with the Zonal and Commercial Suite Heads.
Support talent management in the Zones in collaboration with HR by building and maintaining a national succession database for key Business Banking roles
Support Zones where required with profiling, selection , succession planning and career pathing initiatives
Ensure the implementation and application of standardized recruitment and selection processes
Active involvement in the development of and roll out of the segment and role based training curricula together with Learning and Development
Assist HR and Learning and Development in the development and execution of formal skills audits, monitoring of results and development of relevant training interventions to address skills gaps in liaison with Learning and Development.
Ensure execution of Business Banking People Strategy relevant to the Commercial Segment
Improve efficiency and effectiveness
Monitor and ensure consistency in relevant operating structures with specific focus on Zonal Business Banking/Business Centre/product sales and service support structures within relevant cost environment
Review and influence capacity management and optimization of resource allocation with the Zone/business centre structures
Influence optimal management of staff cost growth with agreed benchmarks
Identify opportunities for process improvement/efficiency and liaise closely with Business Banking Centre, Credit and Operations teams to address gaps and ensure consistency across business centres.
Change management
Assist Change team to translate strategic change initiatives into tactical action plans for roll out in the relevant segments
Ensure that any change initiatives impacting on the relevant segments, are properly managed from a capacity impact perspective
Facilitate the communication, buy in and implementation of strategic change initiatives in collaboration with zonal stakeholders and relevant Head Office change team
Lending and risk management
Facilitate a sound working partnership between PBB Business Credit and relevant Zonal stakeholders to stimulate business growth without compromising risk and quality of lending.
Arbitrate and/or motivate credit decisions in need (in absence or at request of Director, Business Banking) and assist management to explore alternatives.
Represent business at BAC committee sessions and other relevant credit forums
Ensure that Credit support (evaluation, collateral, compliance) is optimally aligned to business needs and that turnaround time SLA’s are met to ensure consistent customer experience
Influence the continuous improvement of credit processes.
Influence the review of risk appetite to align with market opportunities and trends
Legislative compliance and risk management
Influence the development/review of the segment business Audit Review process for business centres and ensure consistent implementation of audit recommendations nationally.
General Business Support
Act as the main interface/facilitator between the Zones/business centres and the head office areas relating to the relevant segments
Assist the network in resolving general business queries requiring head office engagement/intervention
Act as conduit/gatekeeper of any head office communication relating to the relevant segment
Represent on all head office meetings requiring input/feedback from the relevant business segment.
Required Skills and Qualifications
Relevant business related tertiary qualification. Minimum of a 2.2 B.Sc. degree is a pre-requisite
Relevant post-graduate studies will be a definite advantage
Degree plus approximately 8-10 years’ general banking experience of which 3-5 years should have been in a relevant leadership role within the business markets
Sound experience and knowledge in Credit and Compliance matters.
Experience in dealing with Business Customers at all levels.
Significant people management experience – leading teams and motivating people.
Advanced product knowledge including specialised products and financial structures.
Experience in negotiation skills and conflict handling.
Required Competencies
Knowledge
In depth knowledge of upper commercial business market and its complexities
Relevant leadership training.
Good understanding and exposure to Change Management principles
Thorough knowledge and understanding of all relevant business product/ service offerings.
Good understanding of general retail banking
A good conceptual understanding of business economics and the current business economic environment.
A solid understanding of different industry sectors and sector risk profiles/ trends.
International and local Sales and Service Delivery benchmarks and standards.
Strong negotiation and conflict management skills.
Good overall Financial Acumen
Advanced and practical knowledge and understanding of Credit principles and practices.
Knowledge of the terms and conditions of multiple legal entities/ company structures operating in the business banking market and the legislative restrictions and requirements governing these.
Working knowledge of technical portfolio management systems e.g. Finnacle.
A good knowledge of Business Banking transactional administration processes and procedures..
Excellent verbal and written communication skills.
Strong customer service orientation – constantly considering all aspects of the business from the customers point of view.
Optimistic: Has a bright outlook, is hopeful, keeps spirits up and is not easily discouraged.
Democratic: Encourages others to contribute, consults, listens and refers.
Socially Confident/ Relationship Builder: Self-assured, enjoys meeting people, creates a good impression in social situations, is good with words and knows what to say (even when communicating disagreeable information).
Understanding of People: Likes to understand people, is insightful and curious about human behaviour.
Observant: Alert, is quick to identify potential opportunities, notices the details of situations and is in touch with the local environment.
Persuasive: Enjoys motivating, negotiating and changing the opinions of others, is convincing with arguments.
Forward planning: Prepares well in advance, enjoys setting targets, plans activities.
Conceptual: Enjoys the complex and the abstract, intellectually curious.
Analytical: Identifies and analyses patterns and trends, sees the relationship between cause and effect, has an enquiring mind.
Critical: Good at probing the facts, challenges assumptions, sees disadvantages.
Innovative: Generates ideas, shows ingenuity and thinks up solutions, creates opportunities for others to innovate.
Resilient: Unruffled by difficult situations, rarely upset by criticism, emotionally controlled.
Highly numerate/ Data rational: Is good with numerical data, operates on facts, enjoys assessing and measuring.
Results orientated: Strongly motivated to compete and achieve impressive results, strives to improve, has a “can do” attitude and enjoys challenges.
Active: Energetic, vigorous, enjoys being out and about.
Change Orientated: Accepts and adapts to change, enjoys doing new things, seeks variety, prefers novelty to routine
Group orientated: Enjoys working in a team, is supportive of and patient with others.
Integrity and honesty.
Prepared to travel
How to Apply:
To apply, visit http://www.standardchartered.com/careers/professional-hires/index.html
and click on Professional Job Search and select job functions as “Consumer Banking” and location and “Nigeria-SCB” and click search to apply
When the list of available jobs position Standard Bank of Nigeria show, click on this job title: Head: Commercial Banking to apply
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