Executive Officer: Retail Banking Services (ET) - Retail Banking Services
Listing reference: capbw_002815
Listing status: Online
Apply by: 3 November 2025
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: Market related
EE position: No
Introduction
To lead the development and execution of the strategy to drive growth, enhance customer experience, and ensure operational excellence in Retail Banking Services. This role will provide strong leadership and management across teams, fostering innovation and collaboration to deliver on the Bank’s strategic vision and goals.
Job description
Key Performance Areas (KPAs):
- Develop and implement the Bank’s and RBS strategies:
1.1 Assist in developing the Bank Strategy together with the Managing Director and contribute specialized advice in Retail Banking and Specialist Finance Services. Develop the business strategies to deliver sustainable and profitable growth for the Bank.
1.2 Convert corporate strategies into operational business plans that emphasize cross-selling.
1.3 Proactively identify and manage risks (i.e., operational, reputational, and compliance risks) arising from the positioning strategies of the areas of contribution by establishing systems, processes, policies, and procedures.
1.4 Develop, implement, and review a Branch Strategy, considering modern trends, efficiency, customer migration and complementing the digital strategy.
1.5 Submit all relevant reports and report as required.
1.6 Act as ambassador for the Bank by representing the Bank at a high level.
1.2 Convert corporate strategies into operational business plans that emphasize cross-selling.
1.3 Proactively identify and manage risks (i.e., operational, reputational, and compliance risks) arising from the positioning strategies of the areas of contribution by establishing systems, processes, policies, and procedures.
1.4 Develop, implement, and review a Branch Strategy, considering modern trends, efficiency, customer migration and complementing the digital strategy.
1.5 Submit all relevant reports and report as required.
1.6 Act as ambassador for the Bank by representing the Bank at a high level.
2. Growth and Commercial Management
2.1 Analyze information received through Branch Network and provide recommendations and incorporate into Retail Banking Services and Specialist Finance, Trust, and Estate Business Strategy. Provide leadership for successful achievement of business goals and minimizing risk to business.
2.2 Lead and oversee Branch Administration and Operations and establish policies and procedures that drive efficient operations and regulatory compliance.
2.3 Guide product development and implementation to provide profitable and competitive service offerings, especially specialized financial services.
2.4 Develop Branch financial and service delivery goals and objectives and monitor results. Develop and apply measurements to determine success of outcomes to ensure results display continual improvement that indicate when a renewal of strategies are required.
2.2 Lead and oversee Branch Administration and Operations and establish policies and procedures that drive efficient operations and regulatory compliance.
2.3 Guide product development and implementation to provide profitable and competitive service offerings, especially specialized financial services.
2.4 Develop Branch financial and service delivery goals and objectives and monitor results. Develop and apply measurements to determine success of outcomes to ensure results display continual improvement that indicate when a renewal of strategies are required.
3. Customer Value Proposition
3.1 Ensure that the customer experience is aligned with the strategic plan and branch / core values. Lead and is responsible that retail banking services is actively deepening customer relationships through direct sales, cross-selling.
3.2 Lead and inspire team members to deliver appropriate product ranges sourced from the centers of excellence that meet and exceed customer expectations.
3.3 Develop and create innovative initiatives, strategies and policies aligned with the Bank’s goals to achieve customers’ goals, for growth and profit, and effortless engagement by customers.
3.4 Establish and manage key customer experience processes, such as contact, complaint management, referral management and customer retention.
3.2 Lead and inspire team members to deliver appropriate product ranges sourced from the centers of excellence that meet and exceed customer expectations.
3.3 Develop and create innovative initiatives, strategies and policies aligned with the Bank’s goals to achieve customers’ goals, for growth and profit, and effortless engagement by customers.
3.4 Establish and manage key customer experience processes, such as contact, complaint management, referral management and customer retention.
4. Risk Management
4.1 Take primary responsibility for managing and minimizing the inherent and potential risks. Review and monitor regulatory and compliance frameworks to ensure that Retail Banking Services adhere to the Group’s standards, processes, procedures, and controls in all areas of Retail (inherent and potential risk).
4.2 Measure, monitor and proactively manage credit and operational risk in a manner that fulfills the Bank’s strategic goals and is in line with the Bank’s risk appetite.
4.3 Ensure that the reputation of the Bank is protected and adequately represented.
4.4 Ensure that adequate controls are in place to mitigate risks, especially Money Laundering risks and suspicious transactions.
4.5 Is Principal Risk Owner for Bank Strategy.
4.2 Measure, monitor and proactively manage credit and operational risk in a manner that fulfills the Bank’s strategic goals and is in line with the Bank’s risk appetite.
4.3 Ensure that the reputation of the Bank is protected and adequately represented.
4.4 Ensure that adequate controls are in place to mitigate risks, especially Money Laundering risks and suspicious transactions.
4.5 Is Principal Risk Owner for Bank Strategy.
5. Leadership and People
5.1 Develop the Retail Leadership team and builds teams that deliver results across the Strategic objectives of Retail Banking Services.
Lead, inspire and coach a team of high-caliber professionals, creating succession to key roles, enhancing the Group’s leadership capability, and developing talent and capabilities.
5.2 Drive talent management and is responsible for the Performance Development of Direct Reports, providing clear direction on strategic goals as translated and prioritized into business and performance measures.
5.3 Oversee the Divisional Budget, ensuring a cost-benefit focus on enterprise risk management is maintained.
5.4 Create a culture of constructive challenges of assumption and practice. Drive excellent teamwork and behaviours aligned with Bank’s vision and values.
5.5 Is responsible for driving the overall productivity and performance of the Branch Network by setting appropriate business goals and targets.
CORE COMPETENCIES AND SKILLS:
Lead, inspire and coach a team of high-caliber professionals, creating succession to key roles, enhancing the Group’s leadership capability, and developing talent and capabilities.
5.2 Drive talent management and is responsible for the Performance Development of Direct Reports, providing clear direction on strategic goals as translated and prioritized into business and performance measures.
5.3 Oversee the Divisional Budget, ensuring a cost-benefit focus on enterprise risk management is maintained.
5.4 Create a culture of constructive challenges of assumption and practice. Drive excellent teamwork and behaviours aligned with Bank’s vision and values.
5.5 Is responsible for driving the overall productivity and performance of the Branch Network by setting appropriate business goals and targets.
CORE COMPETENCIES AND SKILLS:
- Visionary leadership.
- Strategic marketing acumen.
- General management skills.
- Ability to deliver results and excellence in execution.
- Excellent team-building skills.
- Excellent problem-solving skills.
- Organization and planning skills.
- Excellent communication skills.
Minimum requirements
Minimum Requirements:
- Bachelor’s degree in commerce or a related field.
- A post-graduate qualification (Hons/Masters) in commerce or a related field or a professional qualification like a Chartered Accountant (CA) or CIMA is advantageous.
Experience:
- 15 years’ experience in business, with 7 years in a senior management position, and a demonstrated track record of managing large teams and delivering top and bottom line growth.
