Senior Head - Business Banking Distribution

About the business area:

The Retail Banking Group (RBG) supports retail and micro-business customers in managing their finances, through expert advice and the provision of a full suite of specialist products and services in conventional and Shari’ah compliant banking. The business is committed to driving digital innovation to deliver excellence in customer service.

Job Purpose:

To own and direct Business Banking distribution strategy and frontline commercial outcomes across Aspire, Privilege and Excellency segments, strengthening digital and relationship-led acquisition and relationship deepening to deliver sustainable revenue and portfolio growth across assets, liabilities and wealth, while enhancing client experience, share of wallet and cross-sell penetration through effective leadership, governance and performance management within the agreed cost framework

In this role, your key responsibilities include:

• Establish and govern a distribution performance framework that converts segment ambitions into clear financial, portfolio and client experience outcomes for Aspire, Privilege and Excellency
  
  Lead an executive performance cadence that anticipates gaps, drives disciplined prioritisation, and ensures timely decision-making across frontline leadership to protect delivery and momentum
  
  Maintain strong governance over target setting, accountability and controls so results are achieved sustainably within the agreed cost framework and ADCB standards
• Drive sustainable portfolio growth by optimising client coverage and distribution capacity to deepen relationships and expand share of wallet across assets, liabilities and wealth
• Set clear value growth priorities for key portfolios and ensure frontline plans increase cross-sell penetration, improve retention and strengthen the quality of revenues in line with the bank’s risk appetite
• Use insight-led steering to balance growth and quality, ensuring performance is resilient, compliant and aligned to segment strategy
• Shape and drive acquisition and coverage priorities that blend digital enablement with high-impact relationship-led engagement to grow the Business Banking franchise across segments
• Mobilise frontline leaders and key internal partners around consistent execution of the distribution agenda, removing barriers that constrain growth and experience outcomes
• Strengthen relationship management discipline through clear expectations, coaching and escalation pathways that protect client trust and reinforce sustainable performance
• Set and drive a consistent client experience and service agenda across Aspire, Privilege and Excellency, translating insights into distribution priorities that improve acquisition, deepening and loyalty
• Partner with internal stakeholders to shape and strengthen the end-to-end service model, removing friction points that constrain client outcomes and productivity
• Ensure performance is measured through clear experience standards and disciplined follow-through on improvement actions
• Embed a strong risk, conduct and control culture across the distribution organisation by setting clear expectations and ensuring consistent adherence to ADCB policies, regulatory requirements and service standards
• Strengthen governance over key customer and portfolio decisions, escalating issues and ensuring timely remediation of control gaps or conduct concerns.
• Provide visible leadership to protect client trust and ensure sustainable performance
• In conjunction with, and as required by the Chief Officer of the Group, contribute to the formulation, implementation and delivery of the Group’s strategy in line with the ADCB’s vision, mission, values and priorities
• Translate the strategy into operational business plans for the short, medium and long term within the department(s) and ensure that performance is monitored, reported and delivered and necessary actions are taken to achieve the strategy and plans
• Manage employees and teams by overseeing their performance management, recruitment, learning and development to ensure high levels of engagement, and competence, a motivated work environment and to maximise employee contribution to business performance
• Drive the management of change in the business area through direct reports and teams by providing inputs for, and partaking in change initiatives, programmes and projects taking into account best practice and standards in the business environment
• Recommend and manage the budget for the business area and monitor financial performance so that the business is aware of anticipated costs and revenues, areas of unsatisfactory performance and improvement opportunities are identified and addressed to ensure the budget is managed in line with requirements
• Develop and oversee the creation and implementation of the required policies, procedures and controls covering all areas of the business area’s activity so that all relevant procedural/legislative requirements and standards are fulfilled while ensuring that ADCB delivers best-in-class services, products and innovation whilst safeguarding the Bank
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 10 years of Banking/Financial Services experience, including senior leadership in Business Banking distribution or relationship management, with accountability for multi-segment sales performance, portfolio growth and client experience outcomes
• Bachelor’s Degree in Business Management, Finance or Accounting of relevant specialization
• Business Banking Distribution Strategy
• Frontline Sales Leadership and Performance Management
• Portfolio Growth, Value Proposition and Risk Appetite Alignment
• Digital Acquisition and Channel Enablement
• Client Experience and Service Model Design
• Stakeholder Management and Governance Leadership
• Cross-sell and Share of Wallet Optimisation
• Change Leadership and Operating Model Transformation