Head of Retail Banking Strategy & Business Management

1. Strategy & Business Planning

• Lead the development and execution of business strategies that drive growth and transformation in retail banking.
• Manage business performance reviews, forecasting, and resource planning.
• Partner with cross-functional teams to translate strategy into actionable initiatives.

2. Process Optimization & Service Excellence

• Champion continuous improvement initiatives to enhance operational efficiency and service quality.
• Monitor key service and productivity metrics, identifying and addressing performance gaps.
• Lead cross-department taskforces to resolve pain points and elevate customer satisfaction.

3. Capability Development & Training

• Oversee capability-building programs to strengthen sales effectiveness and service delivery.
• Partner with HR and L&D teams to design and implement learning initiatives that meet business needs.
• Establish feedback mechanisms to evaluate training impact and continuously improve outcomes.

• At least 20 years experience in retail banking, strategy, or business management roles.
• Proven record of leading cross-functional initiatives and delivering transformation outcomes.
• Strong analytical and stakeholder management skills.
• Solid understanding of retail banking products, customer journeys, and service processes.
• Exposure to training design or performance improvement frameworks is an advantage.