Manager: Growth

Description

• The primary purpose of the role is to provide business insights, craft segment tailored marketing strategies and inputs to the strategic direction and formulation of the Bank’s growth strategy across all segments of the bank
• Responsible for the overall budgeting, cost management, asset management, administrative & contract management functions of the Sales & Bancassurance department
• Accountable for driving customer growth, engagement and retention for our banking products and services as well as short-term & long-term insurance products and services across all regions; to drive product profitability, funding growth and maximise non-interest income per segment as a significant contributor to the Bank’s growth and profitability
• Accountable for enhanced growth derived from cross-selling, up-selling and debit order switching sales initiatives through implementation of the customer onboarding journey in the Tele-Sales division’s as an embedded offering for all clients acquired through Workplace Banking and Integrated Sales acquisition initiatives
• Analysing data and crafting Marketing Strategies, Campaigns and Competition that support Ecosystem-led initiatives across Corporate and Commercial clients; and crafting go-to-market plans for region-based acquisition strategies that would unlock opportunities and drive customer retention and growth
• This strategic growth role sits at the intersection of data analytics, marketing strategy and business performance
• It integrates efforts across all Segments & Channels for all bank products & services to drive non-interest revenue growth through and enhanced customer experience
• Working closely with finance, marketing, product, operations, risk, and compliance teams, this role ensures alignment with the bank’s objectives and regulatory standards, streamlining the onboarding process to improve client experience
• Overall responsible for management of the Sales & Bancassurance Department’s budgeting, cost management, administrative & contract management functions of the department and identification, measurement, accumulation, analysis, preparation, interpretation and communication of financial information and data as used by Management to plan, evaluate, monitor and manage the product performance against budget and market share growth target for the Bank
• Monitoring, tracking and compilation of all MIS Reports the performance of all E-Money, Ecosytem-, Tele-Sales- and Employee Banking growth initiatives
• Also responsible for ensuring the appropriate use of and accountability for resources and reconciliation reporting of the divisions within Sales & Bancassurance
• Provide business insights through experiential marketing sales initiatives, incorporating market intelligence, customer behavioural data and critically analysing, interpreting, and presenting financial- and non-financial data to identify and realise opportunities to grow market share, increase the CASA ratio and optimise profitability

Duties

• Growth and Customer Focus
• Develop, Introduce, Embed and Manage the Staff Sales-Incentive Reward program aligned to the Bank’s growth stratety
• Provide key inputs to the organisation’s Growth Strategy across all segments, by considering region-based customer insights, industry trends, global best practice, competitor positioning etc
• Establish and set relevant segment driven Cross-sell & Upsell Growth KPIs
• Formulate Customer Onboarding Journey growth strategy action plans and support business to embed a data-driven sales culture through an integrated sales approach to achieve KPIs
• Formulate Corporate, Personal Markets & Business Bankinging growth strategies tailored to increase the overall Revenue-Per-Customer for Corporates through a CIB-Led Ecosystem Acquisition Strategy
• Support the outbound Tele-Sales revenue growth stream that cross-sells, up-sells, migrates and embeds an onboarding strategy for personal clients; and through that introduce an enhanced Ecosystem customer onboarding experience & client retention strategy
• Provide insights and support the development of appropriate Customer Value Propositions and Products for the different segments
• Support the customer onboarding process, reducing friction, elimination of revenue leakages and enhancing the client experience
• Ensure a smooth transition from onboarding to relationship management, reinforcing customer satisfaction and retention
• Implement feedback mechanisms to continuously improve the onboarding experience and address client needs effectively
• Manage & track all established Workplace Banking Group Scheme portfolios to monitor growth and curb revenue leakages to enhance customer experience and ensure Group Scheme portfolio growth and profitability
• Data analytics, Administrion & Reporting:
• WUtilize tools such as Power BI, Branch Assessment, Internal banking systems to create dashboards and monitor performance
• Build predictive models to identify high-value customers and forecast churn or product uptake
• Work closely with Finance, Credit and Digital Data teams to ensure data integrity, quality, and governance in all growth-related analytics.
• Present insights and recommendations to business, stakeholders and contribute to sale strategic planning sessions
• Responsible for the Department’s Budgeting; Administration; Contract Management; Annual Sales Conference planning, Introduction & Execution of the Sales Excellence Forum; Departmental Pool Vehicle management; Departmental Travel Planning; Sales Activitiy Management and Departmental Cost Management
• Collaborations:
• Collaborate with RBS and support the Regional & Branch managers to drive non-interest revenue growth through use of an Experiencial Marketing Sales strategy to promote the bank’s financial solutions
• Collaborate with Business to craft and embed an e-Money acquisition and growth strategy to promote e-money product awareness for Business and Personal clients and drive transactability growth through Integrated sales and Bank days
• Collaborate with MCCS and craft marketing campaigns, internal sales competitions, product campaigns, sales activation initiatives that would create and/or increase awareness, drive customer & revenue growth and increase transactability
• Collaborate with Capricorn Group affiliated Stakeholders and other Key External Stakeholders to drive commission growth through marketing and cross-selling of bancassurance products and fiduciary services offering
• Collaborate with Specialist Finance branches to drive Advances growth through Group Schemes and the Networking acquisition strategy
• Collaborate with CIB to drive client growth through corporate clients and inturn realise and increase the corporate client’s non-interest revenue growth through the “Deliver-the-Firm” growth strategy
• Collaborate with Segment owners to drive delivery of business case targets as part of the commercialisation of products and services, through Integrated Sales and Employee Banking Solution acquisition strategies
• Collaborate with Business to develop tailor made acquisition strategies for Corporporates, Commercial, SME, Personal and High Networth clients
• Responsible, in conjunction with the Human Capital Department, for creation and adoption of the Bank’s Sales Incentive, Leads and Referrals model
• Collaborate with Product, Marketing, Risk, and Compliance to align sales, tele-sales, migration and onboarding efforts with regulatory requirements
• Coordinate with other business units to create integrated solutions that meet corporate client needs, supporting onboarding and cross-selling
• Work closely with product development to tailor offerings and onboard processes based on market and client demands
• Business insights, Analytics and Marketing:
• Conduct in-depth analysis of customer segments, transaction behavior, and lifecycle patterns to identify growth and cross-sell opportunities
• Track and report on key performance metrics such as product penetration, campaign conversion, customer lifetime value (CLV), cost of acquisition (CAC), and customer retention
• Deliver strategic insights to business and product leaders to improve performance of transctional, savings, investments, loans, credit cards, eMoney and digital banking services
• Leverage external market data and competitor benchmarks to guide business planning and market positioning
• Conduct market analysis to stay informed of industry trends, competitor activities, and regulatory updates
• Identify new markets and channels to expand the bank’s reach and capture additional revenue
• Responsible for driving data driven growth initiatives
• Identify cross-sell, up-sell, migration and client retention strategies using the main source of sales data, analytics and insight generated
• Identify relevant financial and non-financial data sources to provide business insights to achieve the Strategic growth objectives
• Responsible for the analysis of financial and non-financial data, specifically focussing on product, channel and customer data, on an ongoing basis to identify opportunities to achieve growth targets and optimise profitability
• Provide insights into and develop action plans for the sales organisation resulting from analytics performed
• Financial Management and Reporting:
• Responsible for compilation of the Sales & Bancassurance Department’s monthly and ad-hoc reports:
•     Business Performance Management Report
•     EMT Report
•     Chairman’s Report
•     MD’s Report
•     Board Report
•     Strategy Report
•     Branch Assessment Report
•     Segment Performance Report (Customer, Property Finance & Article Finance)
• Responsible for monthly and adhoc reporting of Ecosystem-led growth initiatives reporting:
•     Financial performance – Integrated Sales Initiatives, Knowledge Based Income, Market Share, Segment growth, Cross-sell ration
•     Actual performance against targeted sales metrics
• Monitor and manage sales/growth performance
• Collaborate with Finance and Business during the budgeting process with regards to Customer, Balance Sheet, Net interest income and Non-interest revenue growth, including sales target and metrics setting to achieve the budget
• Monitor financial performance, take corrective action as necessary to stay on budget
• Develop and track performance metrics for sales, tele-sales, and onboarding, identifying areas for improvement
• People Management & Client Relationship:
• Provide leadership to the Growth division and on an ad-hoc basis the Tele-Sales Team, defining objectives to be achieved by the function and ensuring effective execution of the duties of the function
• Effectively delegate authority and responsibility in line with business objectives to ensure empowerment, motivation and effectiveness of immediate subordinates
• Manage performance of subordinates ensuring agreement of annual goals, measuring performance against agreed goals and dealing with non-performance accordingly and in line with the organisation’s policies
• Manage the recruitment, development, training and selection of subordinates to ensure adequate succession planning as well as compliance with labour legislation, policies, procedures, rules and regulations
• Ensure that the working environment contributes to improving staff morale and increasing productivity
• Build and maintain strong relationships with key clients, focusing on high levels of satisfaction and loyalty
• Act as a senior contact for high-value clients, resolving issues and identifying business expansion opportunities
• Use client feedback to refine strategies, improve service delivery, and drive satisfaction
• Cross-Functional Collaboration:
• Partner with business (Corporate & Institutional Banking, Retail Banking Services, Specialist Finance, Business Banking, Capricorn Private Wealth) to successfully plan, track and drive Sales & Marketing campaigns & Internal Competition
• Partner with support services (Marketing, Digital Data & Customer Transformation, Operations, Credit, Finance, Information Technology, Human Capital, Product, Legal, Risk, and compliance teams to deliver holistic growth initiatives
• Collaborate with customer experience teams to align growth strategies with NPS, customer feedback, and service quality standards
• Support leadership with data-driven inputs for business reviews, board meetings, and regulatory reporting
• Marketing Strategy & Campaign Management
• Collaborate with marketing and product teams to plan and execute targeted campaigns for acquisition, activation, upsell, and retention
• Drive digital marketing efforts across paid and owned channels (e.g., Google Ads, Meta, SMS, email, App notifications etc.), ensuring relevance, personalization, and compliance with banking regulations
• Optimize campaign performance through Segmentation, and continuous performance tracking
• Align marketing strategies with business goals, regulatory standards, and customer needs
• Other Duties:
• Ad-hoc requests from Sales & Bancassurance Management
• Must be willing to perform any other reasonable and lawful duties assigned by management
• Key Relationship Interfaces
• Internal Relationship:
• Executive Officers for Sales & Bancassurance
• Sales & Bancassurance
• Business Units
• Human Capital
• Finance & Specialist Finance
• Retail Banking Services
• Corporate and Institutional Banking
• Business Banking
• Capricorn Private Wealth
• Treasury
• e-Channels
• Marketing and Corporate Communication Services
• Digital Data and Customer Transformation
• Credit
• IT
• Operations
• Segment Heads
• Regional Managers
• Retail Branches
• External Relationship:
• Customers
• Government Departments
• Group Scheme Companies
• Companies onboarded for Workplace Banking
• Corporate Companies
• Partners
• Alliances
• Nam-mic
• Capricorn Group afficiliated Stakeholders
• Sales Activation Service providers

Requisites

• Bachelor’s Degree in Commerce or related field
• A Marketing qualification will be an added advantage
• Experience:
• 5 years in an analytics, marketing, sales and/or growth role with an experience in distribution growth
• 5 years senior management position in business
• Demonstrate a proven track record in achieving sales, customer satisfaction targets and delivering growth through strategic alliances and region-based sales strategies
• Financial Management and data analytics to unlock growth opportunities
• Additional Information:
• Psychometric assessment (must be on par or above the norm group for verbal and numerical assessment batteries)
• Clear criminal and credit record
• Must have a valid Driver’s Licence and have access to transport (personal/public)
• Flexible and mobile across regions
• Competency Profile:
• Executing and implementing strategies to deliver results
• Knowledge of compliance and risk management principles; ability to adapt to a fast-paced, changing environment
• Strong analytic, Data Visualization Skills and Interpreting Data
• Strong Financial Skills
• Strong Reporting and Presentation
• Formulating Strategies and Concepts
• Excellent leadership, communication, and relationship management abilities
• Entepreneural & Strategic thinker with experience in data-driven decision-making, digital solutions, and client service
• Experience with CRM and campaign platforms
• Understanding of customer lifecycle, and financial KPIs
• Strong project management, communication, and stakeholder engagement skills
• Ability to balance data-driven decisions with customer empathy and commercial impact
• Self-starter with a growth mindset and a passion for digital transformation in banking

Notes

• Only shortlisted applicants will be contacted