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.
Job Summary
- Employer: FNB (First National Bank)
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Banking
- Closing Date: 2026-09-22
Key Responsibilities
- 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
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- 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.
- 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.
How to Apply
To apply, please visit: firstrand.wd3.myworkdayjobs.com
REF Code: R53337
About the Company
FNB Botswana stands as a prominent financial services provider dedicated to serving individuals, businesses, and corporate entities across Botswana. Embracing its identity as 'one digital bank, one unified look,' the institution prioritizes delivering a superior online banking experience. It leverages cutting-edge technology to ensure secure, user-friendly, and high-quality financial solutions for its clientele in Botswana. The bank offers a comprehensive suite of products, ranging from personal accounts and loans to business financing and investment services. Committed to fostering economic development, FNB Botswana continuously enhances its offerings to meet the evolving needs of the Motswana populace.
FNB Botswana: One digital bank, one unified look.
Website: https://www.fnbbotswana.co.bw/
Frequently Asked Questions
What qualifications and certifications are typically required for the Head of Point of Presence role?
A degree in Business Administration, Finance, or a related field is generally required. Professional certifications in project management or banking operations are highly valued by employers in Botswana.
What are the day-to-day responsibilities of this position?
The role involves overseeing the physical footprint of the bank's branches and digital touchpoints to ensure operational efficiency. You will manage site performance, customer experience standards, and coordinate with regional facility managers.
What is the work culture and expectation for senior banking roles in Botswana?
The culture is typically professional and hierarchical, emphasizing strong leadership and stakeholder management. There is a high expectation for reliability and a commitment to driving financial inclusion across the country.
What are the realistic career progression paths after this role?
Successful candidates may move into senior executive roles such as Head of Retail Banking or Chief Operations Officer. Growth often depends on the ability to scale digital transformation across the bank's physical network.
What typical benefits can I expect from a full-time banking role in Botswana?
Standard packages usually include comprehensive medical aid, a contributory pension fund, and generous annual leave. Other benefits may include performance-based bonuses and professional development allowances.
How should I apply, and what do Botswana employers look for in candidates?
Applications are typically submitted through the official company career portal or LinkedIn. Employers prioritize candidates with a proven track record of leadership and a deep understanding of the local regulatory environment.