Head Retail Banking & Sales – Botswana Savings Bank

Job Description

Main Purpose of the Job

Responsible for leading, managing and growing the Bank’s retail network by establishing goals and implementing strategies to achieve growth, profitability, operational efficiency and a best-in-class customer experience.

Key Responsibilities

• Collaborate with Head, MPR, Head, SCX and Executive management to review competitive landscape, customer preferences and organisational product offerings in order to set sales targets.
• Collect inputs from Head, MPR and Head, SCX and develop sales plans and guidelines to meet sales targets.
• Collaborate with senior management and Marketing Department to create and implement impactful marketing campaigns.
• Ensure that MIS is regularly updated with sales data and customer feedback.
• Review MIS data and collaborate senior management to identify and recommend new product and service offerings as well as to review the organisation’s product mix for underperformers.
• Interrogate underperforming products and services; develop mitigation plans to cost-effectively address underperformance and where appropriate, recommend the phasing out of irredeemable offerings.
• Review customer feedback on products and service delivery and recommend any necessary improvements to be made, which includes training of consumer facing staff.
• Maintain strong relationships with external partners and consumers.
• Conduct regular research on current market trends; with respect to retail banking and marketing, and devise appropriate strategies based on the research.
• Oversee retail banking operations, new hire training, business development efforts of retail staff, and provide ongoing support for sales and service.
• Assess structure and performance of Retail Delivery system: evaluate, understand and make strategic decisions regarding branch activity, staffing, products and technology.
• Collaborate with Head, MPR; Head, SCX and Head, PDDC to conduct competitor analysis, market research and customer needs analysis on an ongoing basis.
• Review the annual revenue & expenditure budgeting processes for all products and services and the Department respectively.
• Identify, develop business cases for and recommend profitable ways to expand the organisation’s brick and mortar network.
• Oversee the organisation’s branch network and engage with senior management to maximise its operational effectiveness.
• Monitor and review business flows through the organisation’s physical channels and recommend their development, change or closure.
• Ensure that all sales and service offerings across the organisation’s physical channels adhere to its customer service standards.
• Provide an operational link between product and service owners and customer service branch network to ensure that products and services are accurately represented, sold and processed at branch level and resolve any issues of service delivery.
• Recommend changes to processes and procedures, and product characteristics to enhance efficiency and security of transactions.
• Track completion of transactions to ensure that processes have been signed off and transaction is accurately recorded and logged.
• Track resolution of customer queries sent to back office functions and escalate any delays in accordance with the organisation’s guidelines and procedures.

Requirements

Qualifications:

• Bachelor’s Degree in Banking, Finance, Marketing, Business, Strategic Management or related area
• Master’s in Business Administration is an added advantage

Experience:

• Eight (8) years’ of relevant sales experience in a bank or other mass market financial institution including four (4) years of management experience.

Competencies:

• Retail banking sales
• Customer Experience
• Results focus
• Strategic Management
• Tactical Acumen
• Leadership
• Prudent financial management
• Communication, impact, advocacy and influence

How to Apply

To apply, please visit: bsb.mcidirecthire.com

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Closing Date: 2026-10-14