Job summary

The role drives Commercial Banking strategy by aligning segment priorities with corporate goals, defining value propositions, and steering business direction based on market, regulatory, and competitive insights. It leads business development and innovation by creating new business models, forming partnerships, and executing cross‑functional initiatives that unlock growth. The role oversees portfolio strategy and sales execution—setting financial aspirations, monitoring performance, optimizing profitability and risk, and enabling strong sales discipline through effective models, KPIs, pipelines, and CRM usage. It ensures data‑driven performance through robust business intelligence, customer insights, and customer experience management to improve journeys and elevate service quality. Additionally, the role strengthens organizational capability through RM skill development, communication, engagement, change management, and leadership of five specialist teams to build a collaborative, customer‑centric culture.

Job description

Commercial Strategic Planning

Align Commercial Segment strategy with Bank-wide corporate strategy and priorities.
Formulate and implement Commercial Segment strategies and business plans to achieve revenue, profitability, and market share targets.
Define value propositions, product/service mixes, and revenue models for Corporate & SME segments.
Monitor market landscape, competitor moves, and regulatory impacts to adjust business strategies accordingly.

Business Development

Initiate and lead the development of new innovative business models by ideating and opportunity exploration, engaging with potential strategic partners, conducting feasibility assessments, presenting business cases to stakeholders, and driving execution through cross-functional working teams. The goal is to unlock new revenue streams, foster strategic partnerships, and elevate customer experience.

Commercial Portfolio Management

Set portfolio vision and strategic direction, including financial aspirations (loan, deposit, NII, risk cost, RAROC), industry growth priorities, and commercial pathways for each segment.
Oversee portfolio analytics and performance management, ensuring insight‑driven decisions, timely interventions, and effective steering of RMs, GHs, and business leaders toward targets.
Drive portfolio quality and risk alignment, ensuring strong monitoring frameworks, integration of risk models, and collaboration with Risk, SABS, and Underwriting to maintain healthy asset quality.
Lead portfolio optimization and profitability initiatives, including RAROC improvement, RWA efficiency, pricing governance, and strategic actions to enhance overall portfolio returns.
Shape ESG and climate‑risk direction, aligning sustainable finance goals, ESG loan aspirations, and climate‑risk considerations with business growth strategy.

Sales & Market Execution Development

Oversee development of sales strategies, sales models, and KPIs in alignment with CBG targets.
Drive effective acquisition and deepening of customer relationships, ensuring growth of portfolio and share of wallet.
Monitor and support execution of sales campaigns, pipeline management, and incentive structures to drive performance.
Ensure CRM systems, sales tools, and customer data are effectively leveraged to enhance sales opportunity.

Performance Management

Set and monitor Commercial Segment KPIs, and key performance metrics.
Track both financial and non-financial performance (customer satisfaction, risk management, employee engagement).
Report to senior management with strategic recommendations and corrective action plans.

Business Intelligence & Analytics Management

Lead customer and market data analytics to provide insights for strategy, sales, and marketing.
Oversee dashboards, reports, and performance monitoring systems for commercial segment performance.
Ensure effective segmentation, revenue tracking, and ad-hoc analysis to support commercial decision-making.
Use analytics to identify risks, opportunities, and ensure data-driven decision support.

Customer Understanding & Experience Management

Understand customers through research, segmentation, and voice‑of‑customer analytics.
Ensure integration of customer insights and feedback into strategy, marketing, and product development.
Design and improve customer journeys to remove pain points and enhance experience.
Set and manage CX strategy & KPIs (e.g., NPS, CSAT) to monitor and elevate service quality.

People Development, Communication, Engagement

Develop capability frameworks and targeted training for RMs and commercial staff, covering sales excellence, communication, credit skills, and customer experience.
Drive structured learning pathways that support skill building, certification, and career progression across Commercial Banking roles.
Lead internal communication strategies to ensure alignment, clarity, and engagement across CBG teams, including leadership cascades and product/process updates.
Strengthen employee engagement and culture through recognition, events, feedback loops, and initiatives that build collaboration, morale, and customer‑centric behavior.
Manage change and organizational readiness by supporting transformation programs with communication, training, coaching, and adoption planning.

Leadership Responsibilities

Lead 5 teams (Strategic Management, Commercial Portfolio and Sales Management, Business Intelligence & Analytics, Communication & People Development, Customer Understanding and Experience Management)
Provide direction, coaching, and development for team heads to build organizational capabilities.
Foster cross-functional collaboration across Marketing, Product, Risk, and Corporate Strategy.
Act as a key representative of the Commercial Segment in senior leadership forums.

Qualifications

Master's degree in business administration, Finance, Economics, or related field.
Minimum 10-year experience in strategic planning, business development, or commercial banking, including experience in management consulting or strategic advisory roles.
Strong strategic thinking, analytical, and problem-solving skills.
Deep understanding of financial products, customer segments (Corporate & SME), and market dynamics.
Proven ability to design and launch innovative business models.
Proficiency in data analytics, performance management, and CRM tools.
Excellent communication, stakeholder engagement, and change leadership capabilities.
Customer-centric, collaborative, and forward-thinking with a focus on innovation and sustainable growth

Head of Commercial Strategy and Business Development (T00009918)