KPA (KEY PERFORMANCE AREAS)

KEY RESPONSIBILITIES

A)      Growth and Customer Focus

·         Engage with clients to understand their financial goals and needs.

·         Tailor banking solutions to satisfy those specific goals and needs.

·         Enhance product awareness and adoption by running workshops and/or

       one-on-one consultations, to ensure clients are well-informed about the benefits

       of Bank Windhoek products.

·         Increase products sales to directly contribute to the Bank Windhoek’s revenue

       growth.

·       Implement a retention and churn reduction strategy with the focus on individual

      financial goals to strengthen clients’ commitment to the bank.

·      Implement a debit order switching strategy to decrease multi-banking and

       maximize revenue growth. 

·  Provide key input to the Department’s Growth Strategy across all segments, by considering region-based customer insights, industry trends, global best practice, competitor positioning etc.

·         Achieve the set Growth KPIs for all Workplace Banking, Local Market Initiative

        (LMI), eSales growth initiatives.

·         Implement the Ecosystem Growth strategy action plans and support business to

        embed a sales culture through an integrated sales approach to achieve KPIs.

·        Embed a Workplace Banking offering tailored as an employee value

        proposition & retention strategy for Private and Public Sectors.

·    Implement an outbound e-Sales revenue growth stream that cross-sells,

    up-sells, migrates and embeds an onboarding strategy for personal clients; and

     through that introduce an enhanced Ecosystem customer onboarding experience

     & client retention strategy.

·     Share customer insights and support the development of appropriate Customer

       Value Propositions and Products for the different segments.

·      Implement the customer onboarding process, reducing friction and enhancing the

      client experience.

·         Ensure a smooth transition from onboarding to relationship management,

        reinforcing customer satisfaction and retention.

·         Implement feedback mechanisms to continuously improve the onboarding

        experience and address client needs effectively.

·         Implement an onboarding journey strategy for all Group Schemes acquired

        through Workplace Banking.

·     The workplace banking agent will be responsible for developing and

      implementing strategies that are aligned with Bank Windhoek objectives to

     support projects with environmental and social benefits, by offering financial

      products such as Green Bonds, Sustainability Bonds, and Sustainability Loans

B)      Collaborations

·         Collaborate with internal teams to create and/or modify the product offerings in

        order to better meet customer demands and drive growth.

·         Collaborate with Workplace Employer Companies to run joint initiatives

       (eg: special offers and group discounts) for employees who engage with Bank

        Windhoek services.

·         Collaborate and support the Regional & Branch managers to drive non-interest

       revenue growth through use of an Experiential Marketing Sales strategy to

        promote the bank’s financial solutions.

·         Collaborate with Business and implement an e-Money acquisition and growth

       strategy to promote e-money product awareness for Business and Personal

       clients and drive transactability growth through Integrated sales and Bank days.

·       Collaborate with Capricorn Group affiliated Stakeholders and other Key

     External Stakeholders to drive commission growth through marketing and

      cross-selling of bancassurance products and fiduciary services offering.

·     Collaborate with Specialist Finance branches to drive Advances growth through

      Group Schemes and the Networking acquisition strategy.

·       Collaborate with CIB to drive client growth through corporate clients and inturn

       realise and increase the corporate client’s non-interest revenue growth

      through the “Deliver-the-Firm” growth strategy.

·         Collaborate with Segment owners to drive delivery of business case targets as part

        of the commercialisation of products and services, through Integrated

        Sales and Employee Banking Solution acquisition strategies.

·         Collaborate with Business to develop tailor-made acquisition strategies for

        Corporates, Commercial, SME, Personal and High Net worth clients.

·         Work closely with product development to tailor offerings and onboard processes

        based on market and client demands.

C)       Business insights, Analytics and Marketing

·         Provide feedback that is acquired from Workplace banking and LMI activities for

       product enhancement and value addition.

·         Keep yourself updated with current market trends, to stay informed of industry

        trends, competitor activities, and regulatory updates.

·         Identify Employer Companies to whom we can expand the bank’s reach and

        capture additional revenue.

·         Identify opportunities to cross-sell or up-sell products that compliment clients’

        current banking services to drive revenue growth by expanding the use of products

       within the customer base and capitalizing on existing relationships and needs.

·     Collect and analyze client data and track usage patterns, preferences and

      behaviors (account adoption rates, products uptake & transaction behavior)

·         Measuring performance and effectiveness to track Key Performance Indicators

     (employee engagement, product sign-ups, adoptions rates, customer satisfaction and

      usage frequency) to evaluate the success of the sales and workplace banking program.

·         Responsible for driving data driven growth initiatives.

·         Identify cross-sell, up-sell, migration and client retention strategies using the main

        source of sales data, analytics and insight generated.

·         Identify relevant financial and non-financial data sources to provide business

        insights to achieve the Strategic growth objectives. 

·         Responsible for the analysis of financial and non-financial data, specifically

       focusing on product, channel and customer data, on an ongoing basis to

      identify opportunities to achieve growth targets and optimise profitability.