Head of Point of Presence

About the role

The Head of Point of Presence reports to the Retail Banking Executive and provides strategic direction for the bank’s distribution network. The role is responsible for delivering exceptional customer experiences, profitable growth, operational excellence, and strong governance across all branches and contact centres.

Key responsibilities

• Develop and execute the branch banking and sales strategy aligned with the Retail Banking vision.
• Lead sales teams across all points of presence to meet revenue, market‑share and profitability targets.
• Drive customer acquisition, retention and portfolio growth for all segments, and promote cross‑selling and relationship banking.
• Oversee financial performance, budgeting, forecasting and cost‑to‑income optimisation.
• Ensure a customer‑centric culture, monitor satisfaction metrics and deliver a seamless omnichannel experience.
• Implement operational efficiency initiatives, standardise branch operating models and manage facilities and infrastructure.
• Maintain full regulatory, audit and compliance adherence, strengthen risk frameworks and oversee fraud prevention.
• Lead, inspire and develop the people managing the network of branches and contact centres.

Required profile

• Commercially astute senior leader with proven ability to drive sales performance.
• Strong track record in balancing customer, risk, operational and financial outcomes.
• Experience in managing large, multi‑site retail banking networks.
• Demonstrated capability to develop and execute growth strategies and manage budgets.
• Excellent governance and risk‑management mindset.

Required skills