Head of Personal Banking

About the role

The Head of Personal Banking will lead the Personal Banking segment for HF Group in Nairobi, driving growth, profitability and an exceptional customer experience. This senior position reports to the Retail Banking Director and is responsible for shaping strategy and delivering results across the segment.

Key responsibilities

• Develop and execute a detailed strategy aligned with the department’s annual performance plans.
• Implement the Personal Banking segment strategy to achieve profitability targets through revenue maximisation and cost management.
• Drive sustainable growth and acquire new customers by building high‑quality advisory relationships.
• Champion seamless, trusted customer service to ensure retention and loyalty.
• Facilitate training programmes on Personal Banking products for retail teams and branch staff.
• Manage the credit portfolio, ensuring timely, quality credit proposals and adherence to NPL and PAR limits.
• Ensure compliance with bank policies, procedures and regulatory requirements.
• Set stretched targets, monitor performance and lead the team to achieve strategic objectives.

Required profile

• Proven leadership experience in personal or retail banking.
• Strong ability to set and achieve ambitious targets.
• Excellent relationship‑building skills with customers, stakeholders and internal teams.
• Deep understanding of credit management, risk parameters and regulatory compliance.
• Experience in driving business development and managing high‑performing teams.

Required skills