About the Role
- We are seeking a strategic, visionary, and commercially driven Head of Personal Banking to lead the growth, scaling, and monetization of our retail customer franchise.
- This is an executive business leadership position with full P&L ownership. We are looking for a proven consumer business leader—ideally with deep experience in telecommunications commercial/CVM divisions, mobile money, digital financial services, or large-scale fintech/commercial banking—who has mastered the science of mass customer acquisition, intelligent segmentation, Customer Value Management CVM, grassroots distribution, and ecosystem retention.
Key Responsibilities
- Mass Customer Growth & Activation: Drive strategy for large-scale customer acquisition, converting downloads and account openings into funded, active accounts regularly using savings, transfers, airtime, and bills payment services.
- Segmentation & Product Propositions: Design deliberate customer segmentation frameworks tailored to traders, salary earners, students, professionals, and High-Net-Worth Individuals.
- Customer Value Management CVM & Retention: Utilize data-driven insights to monitor customer behavior, prevent inactivity, reduce churn, and increase lifetime value LTV and transaction frequency.
- Grassroots Distribution & Channel Synergy: Collaborate with Business Banking to convert our growing POS, agent, and merchant footprint into a powerful acquisition and distribution network.
- Customer Experience Excellence: Champion platform reliability and seamless user journeys to make customer trust our greatest growth engine.
- P&L & Channel Ownership: Take complete ownership of the Personal Banking P&L, deposit liabilities, active user metrics, revenue growth, and end-to-end channel experience across app and USSD touchpoints.
Candidate Profile & Requirements
- 10–15 years of senior commercial / consumer leadership experience within telecommunications CVM/commercial units, mobile money, digital financial services, or retail banking.
- Demonstrated expertise in mass consumer acquisition, CVM, channel distribution, and P&L management.
- A strategic builder with a proven track record of scaling consumer behavior and driving daily active usage at scale.
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