VACANCIES

We invite applications from suitable individuals for the position of

HEAD OF RETAIL & DIGITAL SERVICE CHANNELS

Reporting directly to the Chief Executive Officer, the Head of Retail and Digital Service Channels will lead the strategic direction, growth initiatives, and operational performance of the institution’s retail network and digital sales and service channels.

This role is responsible for delivering an exceptional, member-focused experience while driving innovation, efficiency, sales, and service excellence across both physical branches and digital service platforms.

Key Responsibilities:

• Spearheading the development and implementation of retail business and digital sales strategies to increase membership, accelerate deposit growth, and increase the loan portfolio.

• Overseeing the execution of new product launches and enhancements to existing offerings, with a focus on quality, efficiency, and member (customer) satisfaction.

• Defining and executing the digital sales strategy for the Credit Union, including:
  • Providing guidance and strategic direction to the Service Manager and Digital Sales Manager.
  • Overseeing and manage digital sales results for retail products with an established digital fulfilment platform and drive initiatives to improve.
  • Overseeing the management of sales and campaigns for FHC’s financial products.

• Leading the integration of seamless omnichannel experiences, ensuring consistent, high-quality service across physical branches, mobile applications, Member Contact Centre, and all member touchpoints.
• Maintaining seamless operation of digital channels by overseeing system performance and ensuring that the delivery of high-quality, exceptional service is maintained through the Retail Network and digital channels.
• Analysing retail markets to identify emerging trends, understand customer behaviour patterns and needs, and refine sales strategies accordingly.

• Identifying and capitalizing on market trends, customer insights, and business opportunities to maintain competitiveness and surplus.

• Utilizing data-driven insights to evaluate portfolio performance and inform decision-making.

• Providing leadership and oversight for the Microfinance & Small Business Unit, ensuring tailored financial solutions for entrepreneurs and small businesses.
• Driving operational efficiency, streamlining processes, and implementing best practices to enhance the overall performance of the Retail Network.
• Tracking and monitoring of key performance indicators to ensure all sales and service channels are operating at optimal levels.

Qualifications & Experience:

• Master’s Degree in Banking, Finance, Business Administration, Management Studies or any other related discipline.

• Ten (10) years working experience in a financial institution or comparable to include at least seven (7) years at the management level.
• Demonstrated leadership skills and proven experience in retail banking, business development, or financial services.
• Strong knowledge of loan and deposit products, sales strategies, and customer relationship management.

Specialized Skills & Competencies:

• Exceptional leadership, communication, and strategic planning skills.
• Ability to analyse market data and implement innovative growth initiatives.
• Ability to set and monitor Performance Metrics
• Exceptional Quality Assurance skills

Interested candidates may submit their application by July 21, 2025, to hrd@fhccu.com. We thank all applicants for their submission of interest and advise that only short-listed applicants will be contacted.