Head of Integrated Channels Employment Opportunity – Stanbic Bank

Organisation: Stanbic Bank
Duty Station:  Kampala, Uganda
About US:
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
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
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
  • 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
  • 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
  • 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
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
  • 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
  • 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
  • Seamless retirement of mature digital
    products to make room for new entrants in line with customer and industry
  • 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 
  • Business Acumen
  • Change Leadership
  • Influence
  • Risk Management
  • Strategic Thinking
  • Technology 
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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