ROLE OVERVIEW
First Capital Bank is seeking an exceptional retail banking leader to transform how customers experience our branches across Botswana, Malawi, Mauritius, Mozambique, Zambia and Zimbabwe.
Reporting to the Group Head of Retail & Products, this role sits at the centre of our branch transformation agenda, leading the adoption of digital banking capabilities, improving customer experiences, and helping redefine the role of branches in an increasingly digital world.
The position may be based in any First Capital Bank operating market.
KEY FOCUS
- A leader who can bridge strategy and execution, turning new ideas, products and capabilities into consistently excellent customer experiences across our network.
- Drive adoption of digital, self-service and paperless banking journeys in branches.
- Lead branch readiness and implementation for new retail products and services.
- Remove barriers preventing colleagues and customers from utilising existing capabilities.
- Design branch experiences that combine outstanding service with operational efficiency.
- Support the evolution of our branch formats, operating models and customer journeys.
- Turn product journeys into clear branch procedures and coach frontline teams.
WHO YOU ARE
- Substantial experience in retail banking and branch operations.
- Proven success in implementing products, processes or operating model change across large branch networks.
- Able to train and coach frontline teams and willingness to spend time in branches.
- Uses operational and adoption data to solve problems and improve performance.
- Experience with branch transformation, self-service banking or omnichannel customer journeys will be highly advantageous.
- Experience working across multiple countries is a strong advantage.
WHY JOIN FMBCH
- Lead Meaningful Transformation: Help shape the future of branch banking for one of Africa’s most ambitious banking groups.
- Regional Exposure: Work across multiple markets and collaborate with senior leaders throughout the organisation.Visible Strategic Impact: Influence customer experience, digital adoption and branch evolution across the Group.
HOW TO APPLY?
To apply, access the following link:
