Main Purpose of the Job
Responsible for leading, managing and growing the Bank’s retail network by establishing goals and implementing strategies to achieve growth, profitability, operational efficiency and a best-in-class customer experience.
Job Summary
- Employer: Botswana Savings Bank
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Banking
- Closing Date: 2026-10-14
Key Responsibilities
- Collaborate with Head, MPR, Head, SCX and Executive management to review competitive landscape, customer preferences and organisational product offerings in order to set sales targets.
- Collect inputs from Head, MPR and Head, SCX and develop sales plans and guidelines to meet sales targets
- Collaborate with senior management and Marketing Department to create and implement impactful marketing campaigns.
- Ensure that MIS is regularly updated with sales data and customer feedback.
- Review MIS data and collaborate senior management to identify and recommend new product and service offerings as well as to review the organisation’s product mix for underperformers.
- Interrogate underperforming products and services; develop mitigation plans to cost-effectively address underperformance and where appropriate, recommend the phasing out of irredeemable offerings.
- Review customer feedback on products and service delivery and recommend any necessary improvements to be made, which includes training of consumer facing staff.
- Maintain strong relationships with external partners and consumers.
- Conduct regular research on current market trends; with respect to retail banking and marketing, and devise appropriate strategies based on the research.
- Oversee retail banking operations, new hire training, business development efforts of retail staff, and provide ongoing support for sales and service.
- Assess structure and performance of Retail Delivery system: evaluate, understand and make strategic decisions regarding branch activity, staffing, products and technology.
- Collaborate with Head, MPR; Head, SCX and Head, PDDC to conduct competitor analysis, market research and customer needs analysis on an ongoing basis.
- Review the annual revenue & expenditure budgeting processes for all products and services and the Department respectively.
- Identify, develop business cases for and recommend profitable ways to expand the organisation’s brick and mortar network.
- Oversee the organisation’s branch network and engage with senior management to maximise its operational effectiveness.
- Monitor and review business flows through the organisation’s physical channels and recommend their development, change or closure.
- Ensure that all sales and service offerings across the organisation’s physical channels adhere to its customer service standards.
- Provide an operational link between product and service owners and customer service branch network to ensure that products and services are accurately represented, sold and processed at branch level and resolve any issues of service delivery.
- Recommend changes to processes and procedures, and product characteristics to enhance efficiency and security of transactions.
- Track completion of transactions to ensure that processes have been signed off and transaction is accurately recorded and logged.
- Track resolution of customer queries sent to back office functions and escalate any delays in accordance with the organisation’s guidelines and procedures.
Requirements
- Qualifications: Bachelor’s Degree in Banking, Finance, Marketing, Business, Strategic Management or related area
- Master’s in Business Administration is and added advantage
- Experience: Eight (8) years’ of relevant sales experience in a bank or other mass market financial institution including four (4) years of management experience.
- Competencies: Retail banking sales
- Customer Experience
- Results focus
- Strategic Management
- Tactical Acumen
- Leadership
- Prudent financial management
- Communication, impact, advocacy and influence
How to Apply
To apply, please visit: bsb.mcidirecthire.com
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About the Company
Botswana Savings Bank (BSB) stands as a prominent financial institution within Botswana's banking sector, dedicated to fostering a culture of savings and providing accessible financial services. Established by an Act of Parliament in 1962, initially as the Botswana Post Office Savings Bank, it evolved into BSB in 1992, solidifying its role as a wholly government-owned parastatal. The Bank offers a comprehensive suite of products, including various savings accounts, fixed deposits, personal and business loans, alongside modern digital banking solutions. Through its strategic partnership with BotswanaPost, BSB effectively extends its reach across the nation, playing a vital role in promoting financial inclusion for Batswana, particularly in underserved communities.
Your Partner in Financial Growth
Website: https://www.bsb.co.bw
Frequently Asked Questions
What qualifications and certifications are typically required for a Head of Retail Banking & Sales role in Botswana?
Most employers require a bachelor's degree in Banking, Finance, Business Administration, or a related field. Professional certifications such as ACIB, CFA, or banking diplomas from the Institute of Bankers in Botswana are highly valued. At least 8-10 years of progressive experience in retail banking, including leadership roles, is usually expected.
What are the typical day-to-day responsibilities of a Head of Retail Banking & Sales?
You will oversee branch operations, develop sales strategies to grow the customer base, and manage relationships with key corporate clients. Daily tasks include monitoring sales performance, coaching branch managers, ensuring compliance with Bank of Botswana regulations, and reporting to executive leadership. You will also drive digital banking adoption and customer experience initiatives.
How does the work culture and employer expectations differ in Botswana's banking sector?
Botswana's banking sector values professionalism, punctuality, and strong relationship-building with clients and stakeholders. Employers expect leaders to demonstrate cultural sensitivity, community engagement, and alignment with national development goals. Hierarchical respect is important, and decisions often involve consensus-building with senior management.
What career progression opportunities exist after this role in Botswana?
Successful executives typically advance to Chief Operations Officer, Managing Director, or Group Executive positions within the bank. Some transition to regional roles with pan-African banking groups or move into regulatory positions at the Bank of Botswana. Others pursue board appointments or consulting in the financial services sector.
What employee benefits are standard for senior banking roles in Botswana?
Standard benefits include comprehensive medical aid coverage, pension or provident fund contributions, and generous annual leave entitlements typically ranging from 20-30 days. Many banks also offer performance bonuses, vehicle allowances or company cars, and professional development support. Housing allowances and relocation support may be available for senior appointments.
How should I apply for this role, and what do Botswana employers look for in candidates?
Submit a detailed CV highlighting quantifiable achievements in retail banking growth and team leadership, along with certified copies of qualifications and references. Employers prioritize candidates with proven track records in customer acquisition, digital transformation experience, and deep understanding of Botswana's economic landscape. Networking through industry associations like the Botswana Institute of Bankers can strengthen your application.
