Reference : AFS/BT/HDSCB
Position : Other
Deadline: 12/09/2019
Location : West Africa (Togo)
Industry : Banking/Finance/Insurance
Job Description / Role / Responsibilities :


The Head, Digital Solutions will be responsible to lead, build and run the Institute Group
Commercial Banking digital offering across product house, technology, marketing, sales and
customer conversion.
Lead a digital sales operating model for the Commercial Banking business that drives value, and
work with the Affiliates to distribute digital solutions to the target customer segments. Use and apply ‘best in class ‘business and customer experience benchmarks, considering both financial
services and other industries. The work will result in an efficient digital sales capability that will deliver for Commercial Banking customers and contribute to the bottom line of the business. The
Candidate will be recognized as a thought leader both internally and externally on Digital
Innovation and sales in Commercial Banking.
This position is responsible for strategy formulation and execution, business development,
generation, efficiency improvement, overall business process management and leadership.

Business and Financial Performance
  • Leads the process to identify and evaluate internal digital asset capabilities and strengths.
  • Assesses external digital opportunities and threats as key inputs to making the best decisions on business strategy, given digital realities
  • Leads the development of the digital sales business strategy, roadmap and execution that supports CMB’s aspirations for each line of business and product
  • Manage the digital sales conversion strategy, and the digital sales channels’ performance
  • Innovating business models and developing new channels or business transformation.
  • Improves CMB performance through the application of original thinking to existing and emerging methods, processes, products and services.

Client Centricity
  • Lead the improvement of Group Commercial Banking digital sales processes and pipeline management, delivering measurable uplifts in both end-to-end customer experience and sales performance
  • Partnering with the Data & Analytics team, leveraging on Artificial Intelligence or on other behavioural data tools to make the best use of customer data insights to shape and evolve the digital sales experience.
  • Lead innovation leveraging on technology to provide best-in-class digital solutions with CMB target market
  • Establish and sustain a customer-centric business culture, leveraging on technology and innovation
Leadership and People Management
  • Inspire, motivate and guide team member.
  • Foster an environment of collaboration
  • Set, monitor, provide and reinforce overall team performance feedback, including Candidate profile :

    Experience & Qualifications

    • At least 15 years sales and managing experience, preferably in Digital Financial Services /Commercial Banking
    • Sound business and people development performance record
    • Passionate about the customer experience, with strong experience in developing digital solutions and marketing, and the ability to drive meaningful growth through digital channels
    • Have a proven ability to use the voice of the customer to make insight driven decisions, as well as the ability to spot trended change and opportunities
    • Understanding of journey mapping, user experience and design, and the way they fit into the multi-channel experience to drive improvement.
    • Good knowledge of banking technology applications and executive training will be an advantage.
    • Excellent knowledge of banking operations, technology, products & customer segmentation
    • Master’s Degree in Business Administration or related field of study.
    • Additional education in Digital Market Place or Digital Business Innovation is desirable.

    • Good knowledge and understanding of digital service best practice both in financial services and other industries, with an understanding of up-to-date trends
    • A proven understanding of digital usage, new functionality, and their links to other channels such as mobile and Bank Cards
    • Excellent oral and written communication skills, including the ability to explain digital concepts and technologies to business leaders, as well as business concepts to technologists and with the ability to lead others through the product cycle and strategy
    • The ability to monitor a strategy’s progress against a plan and implement corrective action 
      Additional information :

      Reports to:  Group Executive, Commercial Banking