Reference Number

Main Purpose of the Job

Responsible for the establishment, operation and proliferation of the organisation’s digital channels, smart branches and self-service kiosks (e.g. ATMs). The Head, PDDC also oversees the development of new product and service offerings, working in collaboration with Head MPR, Head SCX, Head RBS and Head, BO to identify, prototype and pilot potential offerings and with the Senior Management team to rollout new offerings.


Core Accountabilities and Responsibilities

  • Develop and implement the organisation’s digital transformation.
  • Collaborate with Head, MPR, Head, SCX and Executive management to review competitive landscape, customer preferences and organisational product offerings in order to set sales targets.
  • Collect inputs from Head, MPR and Head, SCX and develop sales plans and guidelines to meet sales targets
  • Collaborate with senior management and Marketing Department to create and implement impactful marketing campaigns.
  • Ensure that MIS is regularly updated with sales data and customer feedback.
  • Review MIS data and collaborate senior management to identify and recommend new product and service offerings as well as to review the organisation’s product mix for underperformers.
  • Interrogate underperforming products and services; develop mitigation plans to cost-effectively address underperformance and where appropriate, recommend the phasing out of irredeemable offerings.
  • Review customer feedback on products and service delivery and recommend any necessary improvements to be made.
  • Oversee continuous improvement programs and usability improvements for digital channels
  • Maintain strong relationships with external partners and consumers.
  • Conduct regular research on current market trends; with respect to digital banking and make recommendation’s which will position the organisation to excel
  • Collaborate with Head, MPR; Head, SCX and Head, RBS to conduct competitor analysis, market research and customer needs analysis on an ongoing basis.
  • Identify, develop business cases for and recommend profitable ways to expand the organisation’s digital offerings and channels.
  • Oversee the organisation’s digital channels and engage with senior management to maximise their operational effectiveness.
  • Recommend changes to processes and procedures, and product characteristics to enhance efficiency and security of transactions.
  • Track completion of transactions to ensure that processes have been signed off and transaction is accurately recorded and logged.
  • Track resolution of customer queries set to back office functions and escalate any delays in accordance with the organisation’s guidelines and procedures.
  • Liaise with IT to ensure that digital or e-commerce channels are safe, secure and available in accordance with SLA and other agreements.
  • Liaise with IT and service providers on development of digital and e-commerce delivery channels and the introduction of new products and services.
  • Monitor digital channel performance and prepares detailed reports and analysis to share with senior management
  • Ensure that end users are provided with information on digital and e-commerce capabilities and identify potential for business growth.
  • Oversee new product development, testing and implementation.


Bachelor’s Degree in Banking, Finance, Marketing, Business, Strategic Management or related area

Masters in business Administration is an added advantage


  • Eight (8) years of relevant sales experience in a bank or other mass market financial institution including three (3) years of management experience.
  • Demonstrable experience with IT and digitization programs and/or Customer Experience and/or Product Development is an added advantage.


  • Digital sales and channel development
  • Product development
  • Customer Experience
  • Results focus
  • Strategic Management
  • Tactical Acumen
  • Leadership
  • Prudent financial management
  • Communication, impact, advocacy and influence


CLOSING DATE: 07 January 2024