ECOBANK CAMEROON is seeking a dynamic and experienced professional to join its team as Head of Retail Banking, with national scope.

• Location: Ngaoundéré
• Job Level: 8 
• Job Grade: 4B

I. Role Summary

The Head of Retail Banking will be responsible for shaping and executing the strategic direction of the bank’s Emerging Affluent (Advantage) and Mass Market (Classic, Sole Proprietors, Youth) segments. The role involves driving growth, profitability, and innovation within these segments, ensuring strong market positioning and customer satisfaction. This position requires a strategic leader with strong cross-functional collaboration skills and a deep understanding of customer-centric retail banking.

II. Key Responsibilities

1. Strategic Leadership

• Segment Strategy Development: Define and implement comprehensive growth strategies for the Emerging Affluent and Mass segments in alignment with the broader Consumer Banking goals.
• Revenue Optimization: Identify and pursue new business opportunities, enhance product offerings, and refine value propositions to drive sustainable revenue growth.
• Cost and Profitability Management: Oversee financial performance, manage P&L, and ensure cost-efficiency without compromising service delivery.
• Performance Tracking: Set clear financial and operational targets for each segment; continuously monitor outcomes and make strategic adjustments as needed.
• Market & Data Analysis: Use market insights and performance analytics to inform strategy, refine pricing models, and identify growth levers.
• Resource Allocation: Manage segment budgets effectively, ensuring optimal use of resources.

2. Customer-Centric Innovation

• Customer Proposition Management: Continuously enhance product and service offerings to meet the evolving expectations of target customer groups.
• Acquisition & Retention: Develop and lead initiatives aimed at expanding the customer base and deepening relationships to foster loyalty.
• Service Excellence: Ensure superior customer experiences across all service channels and touchpoints.
• Market Awareness: Monitor trends, customer behaviors, and competitor activities to adapt and maintain a competitive edge.

3. Leadership & Talent Development

• Team Direction: Lead and motivate the Segment Proposition teams, aligning their objectives with Consumer Banking’s overarching strategy.
• People Development: Foster a high-performance culture by identifying, mentoring, and retaining top talent within the segment teams.
• Performance Management: Define KPIs and ensure continuous feedback, coaching, and performance improvement among direct reports.

4. Operational Effectiveness & Risk Management

• Process Optimization: Streamline operations, reduce inefficiencies, and apply best practices to drive productivity and service quality.
• Regulatory Compliance & Risk: Ensure all activities adhere to regulatory frameworks and internal policies, working closely with the first and second lines of defense.
• Digital Enablement: Leverage digital tools and technologies to enhance customer engagement, operational efficiency, and segment performance.
• Data-Driven Decisions: Employ analytics to guide strategy, monitor KPIs, and pinpoint areas for operational and customer service improvements.
• Control Frameworks: Implement and uphold strong internal controls and processes to mitigate risk and support sustainable business operations.
• Operational Monitoring: Track key operational indicators and execute timely corrective actions where needed.

Strategic Initiatives

• Innovation Leadership: Drive the identification, design, and implementation of innovative solutions that strengthen the bank’s value proposition and build a competitive edge within retail segments.
• Market Growth: Pursue strategic opportunities to broaden Ecobank’s retail banking presence, focusing particularly on Emerging Affluent, Mass Market, and Diaspora customer bases through market entry strategies and partnerships.
• Cross-Segment Synergy: Foster collaboration across Consumer and Commercial Banking units, as well as with other key internal stakeholders, to ensure integrated customer engagement strategies and coordinated revenue generation efforts.
• Opportunity Assessment: Continuously assess and recommend new business opportunities to increase market coverage and customer acquisition across all target segments.
• Risk Preparedness: Develop and maintain contingency plans to proactively manage market volatility, mitigate risks, and ensure business continuity.
• Market Intelligence: Monitor evolving market dynamics, customer expectations, and competitive threats, advising on timely strategic responses.
• Strategic Alignment: Work closely with cross-functional teams to ensure that strategic priorities are well-aligned with overall business objectives and available resources.

III. Job Context

This role requires close collaboration across all product lines, business segments, and enabling functions within the organization.
The position reports directly to the Head of Consumer Banking.

IV. Candidate Profile

Experience & Qualifications

• A minimum of 10 years of progressive experience in retail banking, including at least 8 years in a senior leadership capacity, with responsibility over multiple customer segments or business units.
• Demonstrated success in leading customer-focused strategies and delivering measurable results in highly competitive banking environments.
• Strong leadership presence with proven stakeholder management and communication capabilities.
• Analytical, data-driven decision-maker with a strategic mindset.
• Proven ability to drive transformation and lead teams through change in dynamic environments.
• A Bachelor’s degree in Business Administration, Finance, Accounting, or a related discipline is required. An MBA or equivalent postgraduate qualification is strongly preferred.

Key Competencies & Personal Attributes

• Strong strategic understanding of the consumer banking business.
• Demonstrated ability to set direction and lead through execution.
• Results-oriented with a high level of ownership and accountability.
• Effective leadership and talent development skills to build and maintain collaborative working relationships internally and externally.
• Strong interpersonal and influencing skills, with excellent verbal and written communication.
• Proficiency in English and/or French is required; bilingualism is an advantage.

V. Application Instructions

Interested candidates are invited to submit their CV and cover letter via email to ECM-Recruit@ecobank.com by June 10, 2025, at 5:00 PM (prompt).Email Subject: Head, Retail Banking

Please note: Only candidates whose profiles match the required criteria will be contacted for further steps.

Ecobank is committed to equal opportunity employment and does not discriminate on the basis of gender, religion, ethnicity, disability, or any other protected status.