Absa Bank Kenya

Head of Channels Job Nairobi

Nairobi, Kenya
January 18, 2024
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Deadline date:

Job Description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are a possibility.

Job Summary

The role holder will be responsible for the implementation of the Retail Distribution Strategy, working with the Customer Network Director and other business heads to ensure the delivery of the strategy across all clusters including the Absa Brand.
• The role holder will be the key interface within Customer Network between Customer Network and key stakeholders in different departments within the bank on all retail distribution channels and premises matters.

Job Description

Key accountabilities/Deliverables/Outcomes and approximate Time split

Driving Business Performance; Time split 70%

  • Provide input into the Distribution Channels Strategy, liaising with the relevant business heads, cluster teams and other stakeholders to gain feedback into the planning process.
  • Responsible for delivering set targets on specific channels names ATM, CDM, Agency Banking among other channels.
  • Responsible for physical channels profitability ie ATMs, Agency Banking, CDMs, Branches among others.
  • Responsible for physical channels expansion ie strategic placement of ATMs, CDMs through organized planning and implementation to elevate customer accessibility, usage and hence revenue.
  • Continuously enhance the agent banking network through the formulation and execution of expansion strategies, providing wider reach to financial services.
  • Collaborate with relevant cross-functional teams in identifying new branch locations based on comprehensive market research and analysis.
  • Continuously monitor/assess the performance of various physical channels and agency banking outlets to drive efficiency improvements and customer satisfaction.
  • Collaborate with sourcing team, approved vendors and service providers to ensure channels maintenance (ie ATMs, CDMs, Branch Equipment),upgrading for optimal performance and heightened security.
  • Leverage on Channels data (ie ATM usage data) analysis to streamline operations and identify opportunities for expansion.
  • Responsible for the growth of agency banking transaction volumes, channels deposit mobilization.
  • Provide front line management with all distribution, network, channel and premises related initiatives, working with key stakeholders in Retail and other functions to ensure delivery of the change.
  • Manage progress against the plans, reporting to the Customer Network Director and other key stakeholders and thereon work with colleagues to identify and resolve issues and risks as they arise.
  • Be the owner of all retail related premises issues, managing moves, identifying vacant space within the region and acting as the interface with other functions, key stakeholders and third parties.

Operations and Rigour; Time split -20%

  • Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit.
  • Follow the Retail end to end procedures for physical channels ensuring new channels or sites are compliant.
  • Ensure the Bank’s Physical channels criteria is met
  • Ensure compliance with operations risk & rigour requirements e.g. Health & Safety standards and security of premises.

Team Management; Time split- 10%

  • Build and motivate a high performing Physical channels team committed to achieving consistently high levels of performance.
  • Develop and agree individual performance objectives and measures.
  • Provide regular review of individual and team performance against agreed objectives.
  • Clearly define service objectives, standards, and strategies for Physical channels.
  • Provide ongoing coaching and feedback.
  • Identify development/training plans to satisfy those needs.

Role/person specification

Preferred Qualification

  • Business Related Degree

Preferred Experience

  • A high level of drive and determination
  • Knowledge of legal processes involved with Physical channels.
  • A sound working knowledge of our competitors’ products & services.

Knowledge and Skills


  • A good understanding of Retail goals & objectives
  • A thorough understanding of sales process
  • An in-depth knowledge of the Physical channels product and policies
  • A good working knowledge and understanding of relevant Physical channels legislation.

Technical Competencies

  • Excellent Planning & Organization skills
  •  Very strong Communication & questioning skills
  • Good PC skills
  • Networking
  • Good Selling/influencing skills
  • Quality conscious
  • Sensitivity
  • Team working
  • Presentation skills
  • Listening skills
  • Customer service orientation
  •  Relationship Management
  •  Negotiation and presentation skills
  •  Good numeracy & analytical skills – Financial analysis and advice
  • Decision making


Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)