Job Purpose

To assume overall responsibility for coordinating and executing the strategy for Personal Markets across the Bank. To leverage and optimise people, resources, channels, business and risk controls in line with market potential, to maximise business growth, retention and profitability targets across the Bank and ensuring strict alignment with the PBB strategy. To be accountable for the operational state of Personal Markets, for driving change within these markets, through a clear strategy, and ensuring that people, process and technology are aligned. To assist the Business in optimising the Personal Market's Value proporsitions.

Key Responsibilities/Accountabilities

• Drive the consistent implementation of the Sales and Service operating model for Personal Markets in support of the Bank’s strategic objectives, through integration and collaboration with all markets within the Bank.
• Provide input into any system changes affecting Personal Markets thus ensuring the consistent application across the Personal Markets network.
• Partner with Customer Offerings in the formulation of the Personal Market segment's (e.g., Private, Workplace, HNI and Personal Banking markets) customer value proposition.
• Be responsible for the roll-out and implementation of new Personal Market segmentation, in conjunction with Customer Channels.
• Create an environment for on-going, factual feedback from customers and the Personal Market to assist Customer Offerings in the execution of their deliverables and strategies.
• Contribute to the formulation, execution and measurement of an acquiring strategy for the Private, Workplace, HNI and Personal Banking markets in order to grow new business and share of wallet in the Personal Markets segment.
• Be responsible for the performance of the Personal Banking in the Bank (i.e. monitors performance against targets; discusses variances; provides guidance and direction for suitable corrective action plans).
• Evaluate and decide, in conjunction with all relevant stakeholders, on campaigns and initiatives to be supported.
• Be accountable for financial performance and sales growth.
• Integrate and align with Customer Offerings, IT, Operations, HR, and Sales Planning and Optimisation to ensure shared responsibility for sustainable business growth and staff/customer retention through service excellence and consistent customer experience.
• Integrate and address customer service experience touch points, as per the value proposition, within Personal Markets.
• Review all changes impacting Personal Market customers before sign-off and assess their impact on customer experience.
• Drive the self-service migration and utilisation within Personal Market segments.
• Drive the Service Recovery team and branches in the implementation of customer experience initiatives.
• Drive efficiency and effectiveness in Personal Markets (for example, by managing staff growth, headcount, and tools designed to improve efficiency).
• Analyse MIS to identify relevant performance and local market data for planning, profitability and performance management purposes.
• Facilitate and support projects related to the segments within Personal Markets which drive operational efficiency and effectiveness.
• Ensure the adherence to all internal risk related policies and guidelines
• Ensure standardised systems support within the Personal Market segment.
• Translate strategic change initiatives into tactical action plans for roll-out in Personal Markets, customer experience, sales, regulatory compliance, etc.).
• Facilitate the implementation and acceptance of strategic change initiatives, in collaboration with provincial stakeholders and head office Customer Delivery team.
• Act as a change agent and leader by taking action, making decisions and shaping Personal Market priorities to reflect strategic changes.
• Drive effective communication and change to achieve Personal Market business objectives on a national basis

Preferred Qualification and Experience

• Minimum of a University Degree

• 10 years’ general banking experience of which 4-5 years should have been in a leadership role

• Experience in managing senior employees and integrating different teams that are geographically dispersed People management experience in leading teams and motivating people 

Knowledge/Technical Skills/Expertise

• The ability to analyse business financial performance as well as competitor and external factors as it would apply to the people practice in the organisation.
• Knowledge and understanding of costing, budgeting and finance concepts and the understanding and application of related processes and procedures.
• The ability to determine how a business will finance its strategic objectives

• Proactively identifies business opportunities or barriers to business performance and addresses them. Takes accountability for improving the business. Demonstrates a sense of urgency around the achievement of stretching business goals.