Manager Diaspora Banking

Job Purpose: • To lead the growth, profitability and strategic development of the Diaspora Banking portfolio by driving customer acquisition, deepening relationships, developing market-led solutions, managing key partnerships, and ensuring full compliance with the Bank’s strategy, policies, procedures, regulatory requirements and risk management frameworks.

• Lead the development and execution of the Diaspora Banking strategy in line with the Bank’s overall

strategic objectives and customer value proposition.

Key Result Areas:

• Develop and implement the Diaspora Banking business plan, including growth strategies for liabilities,

assets, revenue, and customer acquisition.

• Drive portfolio growth and profitability by identifying market opportunities, reviewing performance

trends, and introducing innovative diaspora solutions aligned to evolving customer needs.

• Lead the acquisition, retention and relationship management of diaspora customers through effective

sales leadership and cross-selling of relevant Bank products and services, including housing and investment solutions.

• Provide leadership oversight on credit origination within the diaspora segment by ensuring quality

pipeline development, pre-screening, documentation completeness, and adherence to credit policies and procedures.

• Build and manage brand ambassadors, strategic relationships, partnerships and alliances with internal

and external stakeholders to expand the Bank’s diaspora footprint and deliver business objectives.

• Monitor market intelligence, competitor activity and customer trends within the diaspora segment,

and recommend strategic actions to protect and grow the Bank’s market share.

• Lead customer experience management for the diaspora segment to enhance satisfaction, deepen

engagement, and increase share of wallet across the portfolio.

• Oversee portfolio quality by monitoring performance, repayment behaviour and early warning

indicators, and ensure timely corrective action to minimize risk and sustain asset quality.

• Provide leadership in the resolution of escalated customer queries and complaints, ensuring timely

closure in accordance with the Bank’s customer service standards and escalation procedures.

• Lead, coach and develop assigned team members to deliver high performance, strong sales discipline,

customer-centric service and effective execution of the diaspora business agenda.

• Prepare and present periodic business performance reports, portfolio reviews, pipeline updates and

strategic recommendations to senior managements. Financial Responsibility:

• Accountable for delivery of Diaspora Banking business and financial targets, including customer

growth, deposits, assets, revenue, portfolio quality and profitability.

• Manage the diaspora business budget, stakeholder engagements, partner relationships and related

commercial initiatives to ensure sustainable business growth and brand visibility. Person Specification

Education & Training:

• A Business degree in finance, Commerce, Business Administration, Economics, Statistics, management

or any relevant field.

• Possession of a Certified banking qualification or Master’s Degree in a relevant field would be an

added advantage.

• Relevant practical training in business growth in the financial services sector.

Skills & Experience:

• A minimum of 7 years’ experience in banking or a similar financial services environment, with at least

3 years in a leadership or supervisory role.

• Must have critical thinking, analytical, attention to detail and problem-solving skills.
• Good verbal and written communication skills.
• Strong understanding of consumer banking, diaspora banking products, portfolio management, pricing,

business development, customer value propositions and risk management principles.

• Advanced, computer literacy, numerical skills and statistical skills.
• Interpersonal relationship skills, Assertive, “self-starter” personality that is energetic and a natural net

worker;

• Team player, ability to work under pressure and in position to exercise excellent judgment.

Business Behaviours:

• The ability to communicate clearly both verbally and in written form in a professional manner is

deemed essential.

• Ability to build functioning working relationships across organizational and cultural boundaries.
• Takes clear accountability and focuses on delivery of broader sales targets.
• Ability to demonstrate positive image and role model HFB’s values and leadership behaviours.• Must be a person of impeccable integrity