Head: Commercial Banking (MT5)
Listing reference: capbw_002839
Listing status: Online
Apply by: 7 November 2025
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
EE position: No
Introduction
Responsible for the strategy and establishment of the commercial banking segment in support to the Executive Officer Retail. Furthermore, be responsible for providing thought leadership in terms of the business direction of commercial banking. The scope of this position will also include the oversight and leadership of a team of commercial bankers and Business bankers to deepen and grow current portfolio’s.
Job description
Key responsibilities include continuously improving the relationship management model and customer experience in the commercial banking segment.
• Ensure that customer experience service levels are upheld,
• Grow and meet business and financial targets together with Branch Managers and Executive Officer Retail,
• Lead and deliver the strategy that drives the direction of the division,
• Drives efficiency and quality improvements in processes and systems to positively impact client experience and performance
• High level client engagement and networking,
• Evolve and continuously improving the customer value proposition for the division,
• Overall risk management of the division,
• Talent Management,
• Compliance,
• Annual budgeting and financial management,
• Develops centers of influence in the market and the Group that can be leveraged to profitable relationships.
• Grow and meet business and financial targets together with Branch Managers and Executive Officer Retail,
• Lead and deliver the strategy that drives the direction of the division,
• Drives efficiency and quality improvements in processes and systems to positively impact client experience and performance
• High level client engagement and networking,
• Evolve and continuously improving the customer value proposition for the division,
• Overall risk management of the division,
• Talent Management,
• Compliance,
• Annual budgeting and financial management,
• Develops centers of influence in the market and the Group that can be leveraged to profitable relationships.
KEY PERFORMANCE AREAS (KPAs)
Value Proposition
• Implementation of Commercial banking value proposition which includes commercialisation of the Customer value proposition, recruiting the right calibre of staff, the correct structuring of resources across the business and implementing Commercial Banking processes, selling the correct products to customers and offering superior service to commercial banking clients.
• Be the point of reference in Bank Windhoek for Commercial Banking, informing, advising, liaising and communicating with relevant stakeholders to implement the Commercial Banking value proposition.
• Take decisions to influence and shape operations based on segment/value proposition value drivers.
• Establish, monitor and manage service level agreements, service standards and turnaround times for the country in line with the Commercial Banking value proposition.
• Continually assess the value proposition by understanding the unique needs of Commercial Banking customers in country, developing an extensive knowledge of competitor offerings and service propositions and keeping abreast of changing market dynamics.
• Implementation of Commercial banking value proposition which includes commercialisation of the Customer value proposition, recruiting the right calibre of staff, the correct structuring of resources across the business and implementing Commercial Banking processes, selling the correct products to customers and offering superior service to commercial banking clients.
• Be the point of reference in Bank Windhoek for Commercial Banking, informing, advising, liaising and communicating with relevant stakeholders to implement the Commercial Banking value proposition.
• Take decisions to influence and shape operations based on segment/value proposition value drivers.
• Establish, monitor and manage service level agreements, service standards and turnaround times for the country in line with the Commercial Banking value proposition.
• Continually assess the value proposition by understanding the unique needs of Commercial Banking customers in country, developing an extensive knowledge of competitor offerings and service propositions and keeping abreast of changing market dynamics.
Market Segment Insight
• Deep knowledge of the business market, competitors’ offering and insight into the market specific opportunities and challenges for the Commercial Banking business.
• Have full accountability and for identifying, quantifying, and highlighting broader trends in the operating and competitor environment including broader Macro Economic factors impacting on the business.
• Develop and implement appropriate action plans to increase market share and revenue to desired level.
• Formulate, drive, measure and manage the sales performance strategy for Commercial Banking in support to the Branch Managers.
• Lead projects relating to the offering of a superior Commercial Banking offering in the market.
• Influence sales and service target setting, financial budgets, marketing spend and sponsorships as it relates to Commercial Banking.
• Ultimately responsible for ensuring a consistent and superior customer experience that is a key differentiator and competitive advantage.
• Monitor and identify complaint/ query trends and develop action plans to address service gaps.
• Accountable for all Service Measures and Survey interventions, including the management of the process and results.
• Thorough understanding of the Commercial Banking landscape in the country, including but not limited to the market size, market growth, market shares, market potential for Bank Windhoek, customer profiles and customer profitability.
• Proactively assess market trends, attitudes and aspirations in an effort to anticipate changes and continue to offer appropriate and competitive solutions to a discerning customer base.
• Develop, enhance and analyse MIS platforms to inform planning and performance management processes.
• Deep knowledge of the business market, competitors’ offering and insight into the market specific opportunities and challenges for the Commercial Banking business.
• Have full accountability and for identifying, quantifying, and highlighting broader trends in the operating and competitor environment including broader Macro Economic factors impacting on the business.
• Develop and implement appropriate action plans to increase market share and revenue to desired level.
• Formulate, drive, measure and manage the sales performance strategy for Commercial Banking in support to the Branch Managers.
• Lead projects relating to the offering of a superior Commercial Banking offering in the market.
• Influence sales and service target setting, financial budgets, marketing spend and sponsorships as it relates to Commercial Banking.
• Ultimately responsible for ensuring a consistent and superior customer experience that is a key differentiator and competitive advantage.
• Monitor and identify complaint/ query trends and develop action plans to address service gaps.
• Accountable for all Service Measures and Survey interventions, including the management of the process and results.
• Thorough understanding of the Commercial Banking landscape in the country, including but not limited to the market size, market growth, market shares, market potential for Bank Windhoek, customer profiles and customer profitability.
• Proactively assess market trends, attitudes and aspirations in an effort to anticipate changes and continue to offer appropriate and competitive solutions to a discerning customer base.
• Develop, enhance and analyse MIS platforms to inform planning and performance management processes.
Overseeing of execution
• Ensure that the Commercial Banking value proposition is clearly communicated to all stakeholders and that clients receive an efficient and superior service offering through effective implementation.
• Drive the implementation of the Commercial Banking value proposition through direct and indirect teams.
• Arbitrate across stakeholders without compromising the essence of the value proposition.
• Oversee the adoption and delivery of the value proposition within the Commercial Banking Suite.
• Ensure that all principles stipulated in the value proposition are met and adhered to consistently. Ensure the ongoing alignment of the value proposition across the country.
• Guide and influence the structuring of Commercial and Business Banker portfolios in line with optimal capacity benchmarks.
• Act as change agent by facilitating the alignment of operational systems and processes to support change. Communicate change and motivate others to take action supporting the change. Recognise and reward change efforts.
• Ensure local regulatory requirements and Group Standards of compliance are adhered to.
• Ensure that the Commercial Banking value proposition is clearly communicated to all stakeholders and that clients receive an efficient and superior service offering through effective implementation.
• Drive the implementation of the Commercial Banking value proposition through direct and indirect teams.
• Arbitrate across stakeholders without compromising the essence of the value proposition.
• Oversee the adoption and delivery of the value proposition within the Commercial Banking Suite.
• Ensure that all principles stipulated in the value proposition are met and adhered to consistently. Ensure the ongoing alignment of the value proposition across the country.
• Guide and influence the structuring of Commercial and Business Banker portfolios in line with optimal capacity benchmarks.
• Act as change agent by facilitating the alignment of operational systems and processes to support change. Communicate change and motivate others to take action supporting the change. Recognise and reward change efforts.
• Ensure local regulatory requirements and Group Standards of compliance are adhered to.
Sales and support management
• Monitor levels of referrals from existing clients to maintain positive ‘word of mouth’ lead generation.
• Identify and minimise operational risks through monitoring.
• Ownership and control of credit processes on segment level by support to reducing the number of excesses, unlimited accounts, overdrawn accounts and overdue reviews.
• Align the Commercial Banking objectives with the broader CIH Group Strategic objectives.
• Provide direction & clarity to the team to enable each team member to deliver on the business objectives.
• Plan, initiate and drive sales tactics and activities with Branch and Commercial Managers to meet and exceed annual sales targets.
• Implement action plans to meet targets set for incentive campaigns.
• Network across the broader stakeholder Group to leverage and identify business opportunities. Create mutually beneficial relationships to heighten reciprocity.
• Effectively and timeously attend to customer queries, complaints and escalations.
• Ensure that the staff is providing a consistently superior level of customer service through various teams.
• Conduct joint client visits with Business Bankers to assess customer engagement levels and provide coaching.
• Ensure adequate levels of product knowledge, credit skills, sales and service skills, etc. within the business and arrange formal training where gaps have been identified. Create a culture to share best practises.
• Monitor levels of referrals from existing clients to maintain positive ‘word of mouth’ lead generation.
• Identify and minimise operational risks through monitoring.
• Ownership and control of credit processes on segment level by support to reducing the number of excesses, unlimited accounts, overdrawn accounts and overdue reviews.
• Align the Commercial Banking objectives with the broader CIH Group Strategic objectives.
• Provide direction & clarity to the team to enable each team member to deliver on the business objectives.
• Plan, initiate and drive sales tactics and activities with Branch and Commercial Managers to meet and exceed annual sales targets.
• Implement action plans to meet targets set for incentive campaigns.
• Network across the broader stakeholder Group to leverage and identify business opportunities. Create mutually beneficial relationships to heighten reciprocity.
• Effectively and timeously attend to customer queries, complaints and escalations.
• Ensure that the staff is providing a consistently superior level of customer service through various teams.
• Conduct joint client visits with Business Bankers to assess customer engagement levels and provide coaching.
• Ensure adequate levels of product knowledge, credit skills, sales and service skills, etc. within the business and arrange formal training where gaps have been identified. Create a culture to share best practises.
KEY SUCCESS INDICATORS
• Effective implementation of the commercial banking value proposition resulting in increased customer acquisition, cross-selling and increased profitability.
• High customer profitability and high cross-selling ratios.
• High Balance Sheet growth (total advances and resources).
• Improved recovery of NII and fees & commissions whilst effectively managing operational expenses and costs.
• Increased market share.
• Achievement of sales incentives.
• Retention and development of key staff members.
• High performing referrals of new clients from existing clients.
• High customer profitability and high cross-selling ratios.
• High Balance Sheet growth (total advances and resources).
• Improved recovery of NII and fees & commissions whilst effectively managing operational expenses and costs.
• Increased market share.
• Achievement of sales incentives.
• Retention and development of key staff members.
• High performing referrals of new clients from existing clients.
KEY PERFORMANCE MEASURES
• Financial results as they relate to sales targets, revenue growth targets, customer and account retention, customer profitability and customer product usage.
• Customer satisfaction measurement.
• Credit quality, measured in terms of percentage NPLs, percentage of unlimited and overdrawn accounts across segment
• Compliance and audit report ratings.
• Feedback from internal stakeholders (360 feedback).
• Financial results as they relate to sales targets, revenue growth targets, customer and account retention, customer profitability and customer product usage.
• Customer satisfaction measurement.
• Credit quality, measured in terms of percentage NPLs, percentage of unlimited and overdrawn accounts across segment
• Compliance and audit report ratings.
• Feedback from internal stakeholders (360 feedback).
STAKEHOLDER RELATIONSHIPS
• Strong relationship with EMT to support Commercial Banking initiatives and focus efforts.
• Build good working relationships with all support units to implement the Commercial Banking value proposition, e.g. Credit, VAF, Home Loans, etc.
• Strong relationships with Corporate Banking colleagues and Branch Managers to leverage growth and customer retention.
• Network with industry colleagues to share best practices/ learning’s and ensure consistency across the continent.
• Strong relationships with Branch network, specifically Branch and Regional management.
• Negotiate & collaborate with multiple stakeholders to deliver superior customer solutions.
• Strong relationship with EMT to support Commercial Banking initiatives and focus efforts.
• Build good working relationships with all support units to implement the Commercial Banking value proposition, e.g. Credit, VAF, Home Loans, etc.
• Strong relationships with Corporate Banking colleagues and Branch Managers to leverage growth and customer retention.
• Network with industry colleagues to share best practices/ learning’s and ensure consistency across the continent.
• Strong relationships with Branch network, specifically Branch and Regional management.
• Negotiate & collaborate with multiple stakeholders to deliver superior customer solutions.
PROBLEM SOLVING
• Frame and simplify complex problems in a clear and useful manner to provide alternative insights into issues in order to inform decision making.
• Understand and take cognisance of the interdependencies between people, systems, business and operational risks, as well as products and pricing to implement feasible operating strategies and tactics to increase profitability.
• Actively shape and influence the environment to support business goals.
• Manage competing and sometimes conflicting interests in order to achieve operational effectiveness, efficiency and profitability.
PLANNING
• Planning capabilities involve establishing and implementing operational management targets, platforms and best practices for the Group that will improve operating practices and performance in both the immediate and distant future.
• Support the Group in harnessing intellectual capital and operational systems to achieve the successful delivery of strategic business objectives.
• Forecast and plan up to a 3 year horizon (short to medium term planning).
• Prioritise in the context of the vision and strategy.
• Provide staff and colleagues with ongoing information on the goals for Commercial Banking.
• Planning capabilities involve establishing and implementing operational management targets, platforms and best practices for the Group that will improve operating practices and performance in both the immediate and distant future.
• Support the Group in harnessing intellectual capital and operational systems to achieve the successful delivery of strategic business objectives.
• Forecast and plan up to a 3 year horizon (short to medium term planning).
• Prioritise in the context of the vision and strategy.
• Provide staff and colleagues with ongoing information on the goals for Commercial Banking.
DECISION MAKING
• Holistically assess the impact of events on the vision and strategy.
• Make prompt, reasoned and effective decisions.
• Take calculated risks. Make appropriate trade-offs to achieve stated business goals.
• Apply own initiative and, where appropriate, refer decisions to the correct entity or person.
• Take accountability for own decisions.
• Use MIS and create appropriate governance to drive decisions.
• Holistically assess the impact of events on the vision and strategy.
• Make prompt, reasoned and effective decisions.
• Take calculated risks. Make appropriate trade-offs to achieve stated business goals.
• Apply own initiative and, where appropriate, refer decisions to the correct entity or person.
• Take accountability for own decisions.
• Use MIS and create appropriate governance to drive decisions.
Minimum requirements
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