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Job Description
The Chief Commercial Officer (CCO) is a member of the core Management Board with responsibility over FINCA’s Branch network including the staffing, products, and procedures related to this. Specifically, the CCO will drive the development and execution of expansion strategy that enables FINCA meets its outreach goals leveraging on developments in Alternative Delivery Channels. These will include utilizing, Agency Banking services, and Cashless Sales Branch and Mobile Banking services. In leading this process the CCO will be responsible for working with relevant teams in Operations, Banking Services, Risk and Compliance to ensure that the processes have relevant risk mitigation factors that enable FINCA provide Responsible Banking to its internal and external stakeholders at large. The CCO will strive to ensure that FINCA presents characteristics consistent with an ethos that will win stakeholder trust, responds to client needs and remain a key player in utilizing developments in alternate delivery channels to maintain operational efficiency and profitability. As a member of the Management Team/Board, s/he shares responsibility for the overall performance and activities of FINCA, and participates in making decisions on material issues.
ESSENTIAL DUTIES
Direct Branch Expansion strategy. Strategically develops outreach and expansion plans. Identifies new markets, regions, and clients. Coordinates with COO and MB to grow the institution through careful expansion systems and plans.
The CCO will lead the organization's strategic management function in developing; implementing and evaluating cross-functional decisions relating to business expansion that will enable FINCA achieve its long-term objectives
Participates in the negotiation of the major project initiatives with regards to Branch network expansion. Participate in the preparation of the business plans relating to business expansion including new strategic partnerships.
Responsible for leadership teams in the Branch Network; specifically Regional Managers and Branch Managers. Sets annual performance targets considering profitability, quality, and efficiency. Utilizes SMART objectives. Involves staff, team and clients input and considers business, organizational and management structures as well as market, product offerings and contingency planning. Anticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans. Identify, mentor and develop high potential staff members for future management roles. Retain, motivate and maximize productivity of staff through effective leadership, mentoring, transparent communication, performance management, and career planning
Working with the EXCO team and branch leadership establishes targets for effective outreach. Institutes performance and monitoring systems. Evaluates progress against business plan, budget, best practice and FINCA standards. Provides appropriate appraisals and feedback. Ensures staff are motivated and organized to exceed performance targets. Motivates, nurtures, and develops staff. Trains, coaches, encourage, and mentors staff to deliver functions effectively and efficiently. Identifies and develops potential leaders and management. Considers career path and development planning. Promotes an atmosphere of teamwork encouraging a culture of equity and sensitivity to gender, class and other differences.
Ensures Branches comply to internal control and regulatory policies, procedures and systems by reviewing, developing and continually improving policies, systems and processes to comply with lending, security, human resources and other internal and statutory requirements. Recommends appropriate changes to policy, procedures, and processes to ensure application of sound credit and risk management.
Strategic Leadership and Management for the Organization
As a member of the Management Team/Board, participate in FINCA general management as defined by the Charter and the Regulation on Management Team/Board (if existing)
Be informed about all important activities and developments at FINCA
Keep all Management Team/Board members informed about relevant issues/developments in FINCA’s operations
Present relevant “Operations” issues to the Management Team/Board for information, discussion, decision making
Participate/vote in decision-making on relevant “Operations” and “Non-Operations” issues
Together with the EXCO members, direct the preparation of the operations plans and budgets
Monitor the implementation of operational, financial and institutional development plans
Develop and implement adequate performance reporting
Job Requirements
Personnel Specifications:
Knowledge & Education:
Desirable: Masters Degree in Business, Finance or Economics
Bachelor’s degree in Accounting, Finance, Economics or Business Administration required or equivalent work experience,
Job Skills:
Experience in developing and implementing strategic/operational plans for financial institutions,
Experience in branch network and expansion strategies
Excellent organizational, planning, analytical and problem-solving skills,
High level of customer service and strong willingness to work in the field,
Strong business management and negotiation skills,
Experience managing and motivating a large staff,
Excellent interpersonal, communication and training skills,
Excellent technical report writing skills and computer literacy,
Fluency in regional/local language and English language
Customer Service
As the business leader, the CCO is responsible for delivering a superior customer experience across all FINCA service delivery channels. S/he ensures that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience. The CCO will for that matter strategize and plan to deliver operational service excellence and ensure that the branch workforce is capable, enabled and inspired to deliver on FINCA’s brand promise, for customer improved customer acquisition, retention and loyalty.
SUPERVISORY RESPONSIBILITY
Regional Managers
Channels Specialists
Relationship Managers
COMPETENCIES
Leading With Integrity
Reinforces our brand values through daily behaviour
Holds others accountable to ethical behaviour
Encourages full disclosure of mistakes
Confronts unethical behaviour quickly
Employee Engagement
Maintains a fulfilling work environment
Engages people based on their strengths
Mentors others to develop their skills
Sets clear and measurable goals
Provides feedback on performance regularly
Achievement Focus
Overcomes obstacles creatively
Consistently achieves business objectives
Recognizes and pursues opportunities
Takes calculated risks to achieve goals
Collaboration
Convinces others collaboration is a win-win
Holds people accountable to work together
Fosters mutual accountability to achieve results
Develops rapport throughout the Company
Responsible for Results
Takes responsibility for own actions
Manages others to focus on key priorities
Helps others overcome challenges
Balances urgency with attention to detail
Recruitment & Staffing
Makes quality hiring decisions
Forecasts staffing needs accurately
Follows Company hiring process
Demonstrates effective interviewing process
Financial Responsibility
Conserves organizational resources
Works within budget guidelines
Assesses ROI on expenditures
Adjusts allocations to take advantage of unplanned opportunities
Qualifications
MBA degree (or equivalent) in related discipline required
Banking 4 years minimum, 8 years preferred (commercial – retail)
Credit 2 years minimum, 4 years preferred
Risk Management experience
Branch Management exposure preferred
Proven people management skills (with minimum of 5 direct reports)
Exposure, and established interest, in working for poverty alleviation
Experience working in Microfinance an asset
Strategic planning exposure a must
Cash flow projections
LANGUAGE SKILLS
Fluency in English and Swahili
KEY DELIVERABLES
Number of Borrowers and Loan Portfolio volume
Volume of the Savings Portfolio (where applicable)
Quality of the Loan Portfolio
Branch profitability
Quality of the Customer Service
People Management
New Channels initiatives
KEY RELATIONSHIPS
COO, Regional Managers, HODs, Board, Regulatory and Professional bodies
TRAVEL REQUIREMENTS
Availability to travel up to 50% of the time
The Chief Commercial Officer (CCO) is a member of the core Management Board with responsibility over FINCA’s Branch network including the staffing, products, and procedures related to this. Specifically, the CCO will drive the development and execution of expansion strategy that enables FINCA meets its outreach goals leveraging on developments in Alternative Delivery Channels. These will include utilizing, Agency Banking services, and Cashless Sales Branch and Mobile Banking services. In leading this process the CCO will be responsible for working with relevant teams in Operations, Banking Services, Risk and Compliance to ensure that the processes have relevant risk mitigation factors that enable FINCA provide Responsible Banking to its internal and external stakeholders at large. The CCO will strive to ensure that FINCA presents characteristics consistent with an ethos that will win stakeholder trust, responds to client needs and remain a key player in utilizing developments in alternate delivery channels to maintain operational efficiency and profitability. As a member of the Management Team/Board, s/he shares responsibility for the overall performance and activities of FINCA, and participates in making decisions on material issues.
ESSENTIAL DUTIES
Direct Branch Expansion strategy. Strategically develops outreach and expansion plans. Identifies new markets, regions, and clients. Coordinates with COO and MB to grow the institution through careful expansion systems and plans.
The CCO will lead the organization's strategic management function in developing; implementing and evaluating cross-functional decisions relating to business expansion that will enable FINCA achieve its long-term objectives
Participates in the negotiation of the major project initiatives with regards to Branch network expansion. Participate in the preparation of the business plans relating to business expansion including new strategic partnerships.
Responsible for leadership teams in the Branch Network; specifically Regional Managers and Branch Managers. Sets annual performance targets considering profitability, quality, and efficiency. Utilizes SMART objectives. Involves staff, team and clients input and considers business, organizational and management structures as well as market, product offerings and contingency planning. Anticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans. Identify, mentor and develop high potential staff members for future management roles. Retain, motivate and maximize productivity of staff through effective leadership, mentoring, transparent communication, performance management, and career planning
Working with the EXCO team and branch leadership establishes targets for effective outreach. Institutes performance and monitoring systems. Evaluates progress against business plan, budget, best practice and FINCA standards. Provides appropriate appraisals and feedback. Ensures staff are motivated and organized to exceed performance targets. Motivates, nurtures, and develops staff. Trains, coaches, encourage, and mentors staff to deliver functions effectively and efficiently. Identifies and develops potential leaders and management. Considers career path and development planning. Promotes an atmosphere of teamwork encouraging a culture of equity and sensitivity to gender, class and other differences.
Ensures Branches comply to internal control and regulatory policies, procedures and systems by reviewing, developing and continually improving policies, systems and processes to comply with lending, security, human resources and other internal and statutory requirements. Recommends appropriate changes to policy, procedures, and processes to ensure application of sound credit and risk management.
Strategic Leadership and Management for the Organization
As a member of the Management Team/Board, participate in FINCA general management as defined by the Charter and the Regulation on Management Team/Board (if existing)
Be informed about all important activities and developments at FINCA
Keep all Management Team/Board members informed about relevant issues/developments in FINCA’s operations
Present relevant “Operations” issues to the Management Team/Board for information, discussion, decision making
Participate/vote in decision-making on relevant “Operations” and “Non-Operations” issues
Together with the EXCO members, direct the preparation of the operations plans and budgets
Monitor the implementation of operational, financial and institutional development plans
Develop and implement adequate performance reporting
Job Requirements
Personnel Specifications:
Knowledge & Education:
Desirable: Masters Degree in Business, Finance or Economics
Bachelor’s degree in Accounting, Finance, Economics or Business Administration required or equivalent work experience,
Job Skills:
Experience in developing and implementing strategic/operational plans for financial institutions,
Experience in branch network and expansion strategies
Excellent organizational, planning, analytical and problem-solving skills,
High level of customer service and strong willingness to work in the field,
Strong business management and negotiation skills,
Experience managing and motivating a large staff,
Excellent interpersonal, communication and training skills,
Excellent technical report writing skills and computer literacy,
Fluency in regional/local language and English language
Customer Service
As the business leader, the CCO is responsible for delivering a superior customer experience across all FINCA service delivery channels. S/he ensures that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience. The CCO will for that matter strategize and plan to deliver operational service excellence and ensure that the branch workforce is capable, enabled and inspired to deliver on FINCA’s brand promise, for customer improved customer acquisition, retention and loyalty.
SUPERVISORY RESPONSIBILITY
Regional Managers
Channels Specialists
Relationship Managers
COMPETENCIES
Leading With Integrity
Reinforces our brand values through daily behaviour
Holds others accountable to ethical behaviour
Encourages full disclosure of mistakes
Confronts unethical behaviour quickly
Employee Engagement
Maintains a fulfilling work environment
Engages people based on their strengths
Mentors others to develop their skills
Sets clear and measurable goals
Provides feedback on performance regularly
Achievement Focus
Overcomes obstacles creatively
Consistently achieves business objectives
Recognizes and pursues opportunities
Takes calculated risks to achieve goals
Collaboration
Convinces others collaboration is a win-win
Holds people accountable to work together
Fosters mutual accountability to achieve results
Develops rapport throughout the Company
Responsible for Results
Takes responsibility for own actions
Manages others to focus on key priorities
Helps others overcome challenges
Balances urgency with attention to detail
Recruitment & Staffing
Makes quality hiring decisions
Forecasts staffing needs accurately
Follows Company hiring process
Demonstrates effective interviewing process
Financial Responsibility
Conserves organizational resources
Works within budget guidelines
Assesses ROI on expenditures
Adjusts allocations to take advantage of unplanned opportunities
Qualifications
MBA degree (or equivalent) in related discipline required
Banking 4 years minimum, 8 years preferred (commercial – retail)
Credit 2 years minimum, 4 years preferred
Risk Management experience
Branch Management exposure preferred
Proven people management skills (with minimum of 5 direct reports)
Exposure, and established interest, in working for poverty alleviation
Experience working in Microfinance an asset
Strategic planning exposure a must
Cash flow projections
LANGUAGE SKILLS
Fluency in English and Swahili
KEY DELIVERABLES
Number of Borrowers and Loan Portfolio volume
Volume of the Savings Portfolio (where applicable)
Quality of the Loan Portfolio
Branch profitability
Quality of the Customer Service
People Management
New Channels initiatives
KEY RELATIONSHIPS
COO, Regional Managers, HODs, Board, Regulatory and Professional bodies
TRAVEL REQUIREMENTS
Availability to travel up to 50% of the time