Head Retail at Guaranty Trust Bank Uganda, Kampala

Job Description

This is a senior management position responsible for leading the Bank’s Retail Banking teams by developing strategic objectives and goals that align with the Bank’s overall strategic direction, while effectively managing risks inherent in branch operations and credit processes.

Key Responsibilities
Achieve the Bank’s Retail Banking annual financial targets for both Profit and Loss and Balance Sheet.
Provide overall leadership in the development and structuring of retail products and facilities aimed at enhancing balance sheet growth and revenue generation.
Establish and maintain strong, effective relationships and networks that can be leveraged to achieve the Bank’s business objectives.
Ensure Non-Performing Loans (NPLs) remain within approved limits.
Regularly identify, measure, monitor, and control risks within the transactional business.
Oversee the performance management of all Retail Banking staff, ensuring effective target setting, monitoring, and performance evaluation.
Ensure effective management of branch teams, adherence to policies, procedures, and statutory requirements.
Minimize exposure to institutional risks by enforcing zero tolerance to noncompliance with KYC and AML regulations.
Lead the process of identifying, closing, and preventing gaps or lapses highlighted in audit, risk, and compliance reviews, investigations, or assessments within agreed timelines.
Drive customer satisfaction through relationship development with existing and potential customers, business development, and guidance on product innovation.
Leverage data analytics to make timely, informed decisions and to deliver customer experiences that are personalized and relevant.
Provide strategic leadership across all Retail Banking functions, defining frameworks that foster a high-performing, engaged, and motivated workforce.
Expand the customer base by executing targeted market strategies that strengthen the Bank’s competitive positioning.
Oversee effective account relationship management to optimize customer acquisition, satisfaction, retention, and growth in share of wallet through multi-product delivery.
Provide product development oversight to sustain the Bank’s competitive advantage in its chosen market segments.
Ensure high-quality customer experience across all the Bank’s delivery channels.

Job Dimensions
Reporting Relationships (Direct Reports):
Relationship Managers

Reporting Relationships (Indirect Reports):
Accounts Officers
Direct Sales Representatives

Stakeholder Management
Internal:
All Departments and Board Committees

External:
External Auditors
Bank of Uganda
Competitors
Regulators

Ideal Job Specifications
Academic Qualifications
Relevant Degree from a recognized university.
Postgraduate qualifications will be an added advantage.

Work Experience
Minimum of 8 years’ proven experience, with at least five (5) years in managerial roles within Retail or Business Banking.
Strong knowledge of banking operations, retail strategy, and credit processes.
Ability to think strategically and execute effective Retail Banking strategies.

Technical Competencies
Communication
Excellent presentation and report writing skills.
Strong written and verbal communication abilities for engagement across multiple levels.

Analytical Ability
Ability to solve business-wide problems by integrating multiple information sources and committing to strategic action based on different scenarios.
Capability to identify patterns, draw insights, and anticipate future trends to inform decision-making.
Applies logic and professional knowledge to make sound, evidence-based decisions.

Quality Orientation
High attention to detail and commitment to maintaining quality and productivity standards.
Proactively ensures that deliverables meet institutional goals and compliance requirements.

Customer Engagement (Internal & External)
Anticipates customer needs and designs innovative solutions to address them.
Makes informed, data-driven decisions that enhance customer satisfaction and drive retention.
Encourages a customer-centric culture within the Retail Banking function.

Behavioral Competencies
Leadership
Exercises strong self-leadership, ensuring delivery of work to professional and technical standards within set timelines.
Adheres to the Bank’s policies and demonstrates integrity and reliability.
Provides strategic vision, translating organizational goals into actionable team objectives.
Coaches and mentors team members, leveraging their strengths to enhance collective performance.
Resolves issues and conflicts effectively, making timely and well-considered decisions aligned with business objectives.

Decision Making
Thinks systematically and understands interdependencies within the organization.
Identifies governance and cause-effect relationships and considers their implications across departments.
Acts with urgency in resolving problems and making timely, effective decisions.

Problem Solving
Identifies and defines problems clearly, working through challenges toward effective outcomes.
Demonstrates conceptual and practical knowledge of internal banking policies, procedures, and standards to guide solutions.

Resilience
Maintains focus, determination, and enthusiasm to achieve goals despite challenges or setbacks.
Demonstrates adaptability in a dynamic and competitive environment.

Accountability
Focuses on delivering results and achieving personal and team objectives.
Takes ownership of actions and outcomes, demonstrating ethical conduct, efficiency, and commitment to organizational goals.

Application Procedure
All interested candidates should send their application, including a cover letter, CV, and academic documents, to the Head of Human Resources, Guaranty Trust Bank Uganda, via email at jobsug@gtbank.com.