About Organisation:

Guaranty Trust Bank Uganda is one of the leading banks in Africa. They acquired a 70% stake in the Fina Bank group in to enable them enter the East African market. Guaranty Trust Bank (Uganda) Limited is a member Company of Guaranty Trust Bank Holding Co. PLC (GTCO), one of the leading banks in Africa.

Job Summary: This is a Senior Management position whose holder is responsible to lead the Bank’s Retail Banking teams by developing strategic objectives and goals that are aligned to the bank’s strategic direction while controlling the risks that are inherent in the branch operations and credit processes.

Key Duties and Responsibilities:

• Achievement of the Bank’s Retail Banking’s annual financial targets both P&L and Balance Sheet.
• Provide overall leadership in the development and structuring of retail products and/ or facilities aimed at enhancing balance sheet growth and revenue streams of the Bank.
• Strong, current and effective relationships and networks that can be leveraged to enable the Bank achieve its objectives.
• NPLs contained within the limits set.
• Regularly identify measure, monitor and control the overall levels of risks in the Transactional business.
• Responsible for the Performance management of all Retail Banking staff ensuring effective target setting, monitoring and correct performance measures are done.
• Oversee the effective management of branch teams, adherence to policies, procedures and statutory guidelines.
• Minimize exposure to bank wide risks; enforce zero tolerance to noncompliance with KYC and AML regulations.
• Lead the process and confirm closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed period.
• Driving customer satisfaction, developing and growing relationships with existing and potential customers, identifying opportunities for business development and guiding product development.
• Uses data to make better and faster decisions. Takes actions based on analytics and intelligence that provide near-real-time insights into the customer’s needs and behaviour.
• Delivers content, messaging and experiences that are personalized and relevant to the customer based on the customer’s preferences.
• Provide overall leadership of the functions within Retail Banking and defining a framework for developing them into a high performing and engaged workforce, through managing their performance, motivating, coaching and training them accordingly.
• Expanding the customer base through the execution of a focused target market strategy. Competitive positioning of the bank in its chosen markets.
• Effective account relationship management resulting in optimization of customer acquisition, customer satisfaction, retention, and growth in the share of wallet through the delivery of multiple products and solutions to customers.
• Product development oversight, aimed at sustaining the Bank’s competitive position within its chosen market segments.
• Responsible for high quality customer experience through the Bank’s delivery channels.

Qualifications, Skills and Experience:

• Relevant Degree from a recognized University.
• Postgraduate qualifications shall be an added advantage.
• A minimum of proven 8 years’ experience, with at least five (5) managerial level.
• Knowledge of Banking and Business Operations.
• Strategic thinking and the ability to develop and execute effective Retail strategies.
• Setting Business Direction

Technical Competencies

• Communication
• Good presentation and report writing skills
• Strong written and oral communication abilities
• Analytical
• Ability to solve problems that have a business wide impact focusing on integrating disparate information sources and committing to strategic action based on various scenarios.
• Ability to draw out key messages and see patterns to identify future trends.
• Apply logic & knowledge to make informed decisions.
• Quality Orientation
• Attention to detail
• Shows awareness of goals and quality standards. Follows through to ensure that quality and productivity standards are met.
• Customer Engagement (internal & external)
• Anticipates the internal customer’s needs and devises innovative ways to address them.
• Makes informed decisions, solves problems and/or generate new ideas/solutions.

Behavioural Competencies

• Leadership
• Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given periods. Is reliable and works collaboratively.
• Adheres to the Bank’s policies and delivers to set objectives. Has high moral intelligence.
• Delivers results and has significant impact on an organization through the stake holders
• Provides vision – ability to translate organization vision into a team vision
• Coaches & mentors team – knowledge of the individual team members’ strengths & weaknesses and ability to effectively utilize team members to complement & support each other. Active feedback to team members & stakeholders
• Issue & conflict resolution – ability to identify key issues & problems and pick the best choice among alternatives. Ability to make timely decisions and to take action reflective of business objectives.
• Decision Making
• Thinks systematically, regarding business as a whole consisting of interdependent and interactive parts. Able to detect trends in relation to governance and cause effect relationships, remaining aware of the implications which decisions have on the bank/department as a whole.
• Has a sense of urgency about solving problems and takes appropriate and timely decisions
• Problem Solving
• Problem solving style – Identifies, clarifies/defines and works through challenges towards defined outcome
• Thorough conceptual and practical knowledge of best practice as regard to internal policies, procedures and standards.
• Resilient
• Sustains interest and effort and perseveres to accomplish a task or goal despite any obstacles and setbacks
• Accountable
• Focuses on results and achieving personal work objectives. Able to develop tasks and work processes for desired outcomes. Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost- effective manner.

• Achievement of the Bank’s Retail Banking’s annual financial targets both P&L and Balance Sheet.
• Provide overall leadership in the development and structuring of retail products and facilities.
• Develop and maintain strong relationships and networks to achieve bank objectives.
• Regularly monitor and control overall levels of risks in the Transactional business.
• Responsible for performance management of Retail Banking staff.
• Oversee branch teams, ensuring adherence to policies and procedures.
• Minimize exposure to bank-wide risks and enforce compliance with regulations.
• Lead process improvement and corrective actions based on audit and compliance reviews.
• Drive customer satisfaction, develop relationships, and identify business opportunities.
• Provide leadership to Retail Banking functions and develop a high-performing workforce.
• Expand customer base through targeted market strategies.
• Manage account relationships to optimize customer acquisition and retention.
• Oversight of product development to maintain competitive position in the market.
• Ensure high-quality customer experience through delivery channels.

• Communication skills
• Problem-solving abilities
• Quality orientation
• Customer engagement
• Leadership skills
• Decision-making capabilities
• Resilience
• Accountability

• Relevant Degree from a recognized University
• Postgraduate qualifications an added advantage
• Minimum of 8 years’ experience, with at least 5 years in a managerial role
• Knowledge of Banking and Business Operations