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