Head of Channel – Access Bank

Job Description

There is an exciting career opportunity available at Access Bank for self-motivated individuals with outstanding integrity, a good track record of performance, excellent oral and written communication as well as strong interpersonal skills. As part of its growth strategy, the bank is looking for an experienced candidate with suitable technical competencies to take up the following opportunities:

• Head of Channels (Permanent) Gaborone

Main Purpose
Responsible for the development and implementation of overall Channels strategies around Sales, Support, transformation, and customer experience to aid acquisition, retention, and adoption of the channels by the corporates.

Key Responsibilities
♦ Work closely with senior stakeholders in the country and region to ensure customer needs and expectations are being met
♦ Proactive and effective engagement with business and segment heads and contribution to the business strategy and rapid growth plans in the country
♦ Drive customer acquisition, migration, activation, satisfaction, and retention by delivering quality, innovative services via channels.
♦ Develop roadmap for channels development and enhancements in collaboration with products and project office
♦ To ensure timely service delivery and transaction processing standards in line with agreed standards and best practice.
♦ To constantly improve upon service quality as measured through customer satisfaction scores and customer complaint tracking / resolution to ensure Operational Efficiency of Channels
♦ Ensuring that all aspects of Channels initiatives are actively pursued and delivered to achieve service excellence and customer satisfaction and revenue growth
♦ To contribute to successful implementation of new projects by resourcing the testing, training, and supporting the post launch operational activities
♦ Ensure Related Regulatory Requirements are met, along with Business Continuity through Business Continuity Plan (BCP) and Disaster Recovery Testing
♦ To re-engineer systems and procedures and optimize productivity to meet growth in volumes and increased service level requirements.
♦ To ensure that costs are optimally managed within the unit and overall budgets are not exceeded.
♦ Provide overall direction and guidance to the team and help resolve emerging issues
♦ To ensure total compliance with laid down policies and procedures in terms of compliance risk, credit policy, documentation, operational risk, and other Group / Regulatory control standards.
♦ Developing and maintaining secure and sustainable control environment through effective management of Operational Risks.
♦ Group and Country regulatory guidelines. AML, BCP and others. Support /suggest the Introduction of new system, procedures, and controls to support them.
♦ Instill and execute work through exemplary conduct and live by the organizational Values and Code of Conduct
♦ Ensure the management and maintenance of existing customer relationships and development of new customer relationships
♦ Perform other duties as may be assigned by the Head of Wholesale Banking
Key requirements
♦ A Technology or business -related degree or equivalent from a recognized institution
♦ Minimum of 10 years post qualification experience in Banking with at least 5 years in Wholesale Banking

♦ Experience in the digital banking/acquiring and information technology space will be an added advantage
♦ Channels Strategy articulation and execution
♦ Proven track record of accomplishment in the management of channels
♦ In depth knowledge and understanding of banking products and services, and ability to structure and deliver customized solutions which meet customer needs