Head of Point of Presence

Location: Gaborone

Job Description

Reporting to the Retail Banking Executive, the Head of Points of Presence will provide strategic direction and leadership to the bank’s Distribution Channels, ensuring the delivery of exceptional customer experiences, profitable growth, operational excellence, and robust governance standards. The role requires a commercially astute leader with a proven ability to drive sales performance while balancing customer, risk, operational, and financial outcomes.

Sales Leadership & Business Growth

• Develop and execute the Branch Banking and Sales strategy aligned to the Retail Banking vision and business objectives.
• Lead sales teams across all points or presence to achieve sales, revenue, market share, and profitability targets.
• Drive customer acquisition, retention, and portfolio growth across all customer segments.
• Identify and capitalize on new market opportunities, emerging customer needs, and growth initiatives.
• Champion cross-selling and relationship banking to deepen customer engagement and increase wallet share.
• Promote the adoption of digital and alternative banking channels to enhance customer convenience and operational efficiency.
• Responsible for onboarding and managing of scheme relationships to drive sales acquisition at scale

Financial Management

• Accountable for Points of Presence profitability, revenue growth, and cost management.
• Establish and monitor budgets, forecasts, and financial performance targets.
• Drive improvements in productivity, efficiency, and cost-to-income ratios.
• Deliver accurate business intelligence, performance analysis, and strategic insights to executive management.
• Ensure optimal utilization of resources and branch assets.
• Accountable for productivity of all sales teams across the various points of presence

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Customer Experience & Service Excellence

• Build and sustain a customer-centric culture throughout the bank’s Points of Presence network.
• Drive service excellence standards that differentiate the Bank in the marketplace.
• Monitor customer satisfaction, complaints, and service metrics and implement improvement initiatives.
• Ensure consistent delivery of a seamless omnichannel customer experience.

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Operational Excellence

• Lead the implementation of operational efficiency initiatives across all Points of Presence
• Ensure effective execution of banking operations, processes, and controls.
• Drive continuous improvement and standardization of branch operating models.
• Oversee branch and contact centre infrastructure, facilities, and service delivery frameworks.

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Risk, Governance & Compliance

• Ensure full compliance with regulatory, audit, governance, and internal policy requirements.
• Strengthen risk management frameworks across the Points of Presence.
• Drive a culture of accountability, control consciousness, and ethical conduct.
• Oversee fraud prevention, loss mitigation, and operational risk management initiatives.
• Maintain strong relationships with regulators and internal assurance functions.

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Leadership & People Management

• Lead, inspire, and develop a high-performing Points of Presence leadership team.
• Drive talent management, succession planning, leadership development, and employee engagement.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Champion diversity, inclusion, and the Bank's people agenda.

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Strategic Execution

• Translate strategic objectives into measurable Points of Presence action plans.
• Lead transformational initiatives and strategic projects that enhance customer and business outcomes.
• Monitor execution and ensure delivery against agreed strategic priorities and performance measures.

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Minimum Requirements

Qualifications

• Bachelor's Degree in Banking, Finance, Commerce, Business Administration, Economics, Marketing, or a related field.
• MBA or relevant postgraduate qualification will be an added advantage.

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Experience

• Minimum 10 years' banking experience with at least 5 years in a senior management or executive leadership role.
• Proven experience leading multi-site branch operations, direct sales agents and contact centre and sales teams.
• Demonstrated success in driving revenue growth, customer acquisition, and profitability.
• Strong experience in operational management, governance, compliance, and risk management.
• Experience managing large teams and multiple stakeholders across diverse business functions.

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Technical Knowledge

• Comprehensive understanding of Retail Banking products and services.
• Strong knowledge of banking regulations, governance, risk, and compliance frameworks.
• Sound understanding of financial management, business performance measurement, and strategic planning.
• Knowledge of digital banking trends and customer engagement strategies.

Competencies

The successful candidate will demonstrate:

• Strategic and commercial acumen
• Executive leadership capability
• Strong sales and business development orientation
• Financial and analytical expertise
• Customer-centric mindset
• Exceptional stakeholder management skills
• Strong influencing and negotiation abilities
• High emotional intelligence
• Resilience and adaptability
• Excellent communication and presentation skills
• Change leadership and transformation capability
• Sound decision-making and problem-solving skills

Why Join FNB Botswana?

At FNB Botswana, you will have the opportunity to lead one of the Bank's most important distribution channels and directly influence customer growth, business performance, and market leadership. You will work alongside talented professionals in an innovative and customer-focused environment that encourages growth, development, and impact.

Applications are invited from suitably qualified candidates who are passionate about leading high-performing teams, delivering exceptional customer experiences, and shaping the future of banking in Botswana. FNB Botswana is an equal opportunity employer and encourages applications from all suitably qualified candidates.

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

22/09/26