Head of Integrated Channels Employment Opportunity – Stanbic Bank

Organisation: Stanbic Bank
Duty Station:  Kampala, Uganda
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by Standard Bank Group Limited (“the Group”), Africa’s leading banking and financial services group. The Standard Bank Group is the leading banking group focused on emerging markets. It is the largest African banking group ranked by assets and earnings. Stanbic Bank Uganda Limited is the largest bank in Uganda by assets and market capitalization. It offers a full range of banking services through two business units; Personal and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Head of Integrated Channels is accountable to deliver on the Bank’s strategic capability of digitizing all automated core processes and accelerate the delivery of the Segment strategies through Digital Banking. This role will cut across PBB, CIB and the Corporate Functions by ensuring all policies, processes procedures are aligned/customer centric. This role will also have a core responsibility to ensure profitability of all Digital Banking channels through either cost avoidance or revenue generation.
Key Duties and Responsibilities:  
Develop, and drive execution of the Bank Digitalization strategy
  • Develop a cohesive and comprehensive digitization strategy for the bank in order to maximize both market and wallet growth across the entire business by reducing cost to serve through process optimization.
  • Partner with function heads across distribution, all customer segments, marketing, product management, training, customer experience, finance, operations and distribution to align and prioritise investment and execution plans.
  • Lead the strategic implementation of agreed bank digitization best practices to ensure revenue generation through optimization of digital product usage.
  • Drive increased adoption of revised processes by working closely with Learning and Development to ensure staff appreciation of new process automations, optimization or digitization. Work to develop learning materials with a focus on e-learning, practical sessions and simulations. .
  • Maintain a clear command of competitive capabilities, as well as existing and emerging technologies and vendor capabilities
Business Delivery and Operational Effectiveness
  • Accountable to evaluate, design, build, implement and maintain best in class bank processes that enhance the customer experience leading to achievement of our desired customer experience, in partnership with RoA centre.
  • Identify opportunities to harness technology to deliver increased traffic to the alternate banking channels and reduce foot traffic to the banking halls.
  • Lead centres of expertise, designs and documents customer and operational workflow; and support end-to-end processes that are synergistic and operate in an integrated fashion, based on a comprehensive understanding of the work and work requirements in order to optimize the PBB product workflow.
  • Assess operational effectiveness requirements across all distribution channels, directing the identification of change requirements and the design and development of improved processes and procedures to support the desired customer and employee experience across channels, support operational stability and integrity and meet all audit requirements.
  • Assess existing process tools against changing business needs; in order to identify gaps and act as the business approval point for day-to-day process issues and clarify operating model and accountabilities with business heads.
  • Drive the fundamental reengineering of our processes and business value chain
  • The incumbent will support the development, documentation and monitor the project plans in the digital banking segment. The incumbent will drive the change management process in the department
  • Analyses needs and challenges of diverse sales, service and operational groups to ensure that focus is targeted on those activities that drive the most fundamental change and that align to key strategic and tactical changes led by other business units.
  • Engage impacted stakeholders and direct the development of decision-making protocols and design principles to ensure goals of multiple stakeholders are satisfied for processes which cross functional business units.
  • Acts as a subject-matter expert regarding product, customer and operational workflow/process strategies to business units.
  • Act as member of PMO leadership team and support continuous improvement of execution processes
Drive Commercialisation of existing Digital Banking products
  • Conduct robust analysis of existing and new products that are introduced into the bank to ensure viability
  • Vet and advise on adoption of new Fintechs and vendors for possible collaboration or integration into the bank ecosystem
  • Implement strategic initiatives to increase revenue generated across the Digital channels.
  • Work closely with Sales teams to increase sales on both the channels and the associated products.
  • Conduct deep analysis and identify revenue opportunities of prospective feature enhancements
  • Monitor product life cycle to ensure pricing of the channels is aligned to product maturity.
  • Track revenue generated against cost of implementation to guarantee viable return on investments.
  • Design and implement robust sales plans to ensure continuous lines of revenue generation may be opened up across all the channels.
Managerial Leadership
  • Provides leadership and sets appropriate context and establish prescribed limits for direct   reports.
  • Lead the establishment of a two-way working relationship with direct reports and other   matrix reports to solicit their views on the working environment, potential   changes affecting their work, continuous improvement opportunities, and   revisions to the plan.
  • Responsible for establishing and optimizing team integration by articulating the linkages   between the accountabilities and authorities of different roles across the business.
  • Accountable for ensuring the effective implementation of Bank initiatives and programs   through the establishment of appropriate context and setting of direction for   direct reports and matrix reports by providing relevant information,   establishing goals, and setting limits with the context and prescribed limits   of the business head.
Documentation, Training and Support 
  • Support the effective uptake, use and maintenance of the system as new processes or systems   are rolled out.
  • Maintain   process knowledge by incorporating methods, techniques, notations, standards   and best practices derived from the business process architecture team.
  • Act as a   process subject matter expert and prepare documentations, such as procedural   and training manuals by educating business users responsible for managing and   operating business processes
  • Monitoring, measuring and providing feedback on   process performance
  • Contribute to the ongoing development and maintenance of the Control Framework,    establishing standards and controls and maintaining product governance and    policies to ensure regulatory requirements are met and to optimize and    sustain the distribution channel operations and achieve business objectives.
  • Manage of all compliance processes, requirements and reporting.
  • Report  non-compliance and any process deviations   from the vendor SLAs
  • Interacting with   internal and external bodies such as Risk management, Internal Audit, Legal   Services regulations and other industry bodies
  • Continues to   reinforce a continuous improvement agenda of PBB strategy, engaging   stakeholders in feedback
Key Performance Indicators:
  • Articulate Bank Digitization strategy cascaded across the business units
  • Streamline existing Bank processes to ensure staff wellness, cost optimization and support reduction in TAT for customer experience.
  • 100% adoption and usage of bank digital self-service channels
  • Percentage  process optimizations
  • Percentage improvement in turn -around   time for key business processes
  • Percentage automation of manual   processes
  • Process optimizations
  • Improvement in turn -around time for key business processes
  • Automation of manual processes
  • Turn- around time for process and system roll out.
  • Turn – around time on new process and system adoption
  • Achievement of critical programme milestones for Digital Channel Transformation flagship programmes
  • Cost savings realised as a result of process optimisation and digitization
  • Cost savings realised optimization of the channels and migration of customers
  • Revenue generated due to product optimization
  • Seamless retirement of mature digital products to make room for new entrants in line with customer and industry context.
  • Increased sales and seamless on boarding of Digital Banking customers
  • Well-articulated   goals for direct reports
  • Percentage   staff productivity achieved
  • Percentage   internal utilisation of the new process
  • Percentage   migration and utilization
  • Satisfactory Audit   rating
  • No overdue repeat   audit findings

Qualifications, Skills and Experience: 
  • The ideal candidate for the Stanbic Bank Head of Integrated Channels job placement should preferably hold a first degree in business commerce from a recognized university
  • Broad knowledge and understanding of cross functional business initiatives and how they interact, exposure to process redesign methods; understanding process modelling, analysis and simulation tools, understanding of project management and change management.
  • Analytical thinking and business acumen, lean  process management, change leadership, strategic thinking, strategy  development and execution, customer focus, organizational understanding and  influence, strategic use of relationships and collaboration, team leadership –  building achievement-oriented teams, disciplined execution, and technology  management.
  • Business Acumen
  • Change Leadership
  • Influence
  • Risk Management
  • Strategic Thinking
  • Technology  Management
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking Groups, Standard Bank in the aforementioned capacity are encouraged to Apply Online by visiting Link below.
Deadline: 23rd March 2018

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