Head of Integrated Channels
Organisation: DFCU Bank
Duty Station: Kampala, Uganda
Reports to: Chief Retail Banking Officer
About US:
DFCU Bank is a fast growing commercial bank offering a variety of innovative products and services. DFCU Limited was started by the Commonwealth Development Corporation (CDC) of the United Kingdom and the Government of Uganda through the Uganda Development Corporation (UDC) under the name of Development Finance Company of Uganda Limited. Later restructuring brought in DEG (of Germany) and International Finance Corporation (IFC) as equal partners with CDC and UDC, each having a 25% stake in the company. Its objective was to support long-term development projects whose financing needs and risk did not appeal to the then existing financial commercial lending institutions.
Job Summary: Reporting to the Chief Retail Banking Officer, the Head of Integrated Channels is responsible for providing leadership and direction to the Branch distribution network, agency network and digital/technological channels in the areas of relationship management, income generation, customer engagement, risk and controls management, employee engagement and to ensure profitability in line with the overall Bank strategy.
Key Duties and Responsibilities:
Lead the development of a Distribution & Channel Strategy that will facilitate the achievement of the Retail Division’s plans for growth, broken down by channel and branch.
Liaise with the Technology, Digital and Operations domains to design tools that will monitor the utilization and performance of digital channels and resolve any issues.
Support the Integrated Channels Team’s Departmental/Branch Managers to achieve ambitious market penetration and revenue growth targets.
Collaborate with the Technology & Operations Domain to ensure optimal use of Branch Operations resources and achieve cost control objectives for the Integrated Channels Department.
Define and execute the work plan for integrated channels in line with the overall Banks’ strategic plan and budget.
Drive optimization for the different integrated channels with a specific focus on utilization and profitability
Design and implement mechanisms for collecting and utilizing both positive & corrective feedback; give particular attention to in-branch and online customer experience to ensure that customers are experiencing the promised value propositions.
Set performance standards for the team, closely monitor and review service performance through regular meetings and lead and manage remedial action and advise management on way forward in order to achieve desired objectives.
Develop a strong culture of risk and compliance management; take responsibility for the implementation of risk-management controls and statutory compliance within the Distribution Department.
Actively contribute towards developing and implementing an innovation and digital-transformation strategy that measurably enhances the bank’s competitive position; ensure improvement projects cost-effectively achieve their desired impacts.
Train and equip staff in the department (including branch representatives) to deliver consistently satisfactory experiences to customers.
Qualifications, Skills and Experience:
The applicant for the DFCU Bank job must hold a bachelor’s degree in business administration, Computer Science or Economics
An MBA, related master’s or professional banking qualification would be of added advantage.
Experience in a digital solutions environment for at least 8 years with at least three years in a leadership position.
Four years of experience in leadership roles leading teams in a related field.
Experience in the management of agent.
Relevant business exposure, experience, and acumen.
Understanding various product solutions, segments, and value propositions within the bank’s customer base; ability to craft new products or programs to enhance customer uptake.
Demonstrated experience in structuring complex financial deals, with associated ability to negotiate and close sales.
A deep understanding of risk management in a financial services organization.
Ability to develop a succession plan and mentor potential successors for key roles within the department.
Strong analytical and innovative abilities.
Basic understanding of cross-functional structures and operations.
Demonstrated ability to establish credible and sustainable relationships with a broad range of stakeholders (including customers and partners).
Computer knowledge, especially spreadsheet, word & PowerPoint.
How to Apply:
If you believe you meet the requirements as noted above, please forward your application with a detailed CV including present position and copies of relevant professional/academic certificates (University Transcript, O & A level), to the email address indicated below.
Vacanciesbank@dfcugroup.com
Deadline: 6 th October 2023
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