Job Description

The role is responsible for ensuring the integrity, availability, and effective utilization of business data, proactively identifying performance gaps, monitoring Employee Self Service (ESS) productivity and recommending actionable interventions that enhance business performance.

Main Responsibilities:

• Lead the development, enhancement, and management of the Personal Banking Management Information Systems (MIS) framework to provide timely, accurate and actionable Management Information.
• Serve as the departmental custodian of MIS, ensuring data integrity, consistency, and accuracy across all Personal Banking business units.
• Manage end-to-end monitoring of the ESS platform, tracking application volumes, turnaround times, conversion rates, user productivity, system utilization, and operational bottlenecks.
• Analyze ESS performance trends and recommend initiatives to improve customer experience, operational efficiency, sales productivity, and portfolio growth.
• Develop interactive dashboards and performance scorecards for Head of Personal Banking, Senior Managers, Relationship Managers and other stakeholders.
• Produce business performance reports
• Conduct advanced business analytics to identify growth opportunities, emerging risks, business trends, and revenue optimization opportunities.
• Monitor customer retention, portfolio migration, product utilization, and customer behavior to recommend proactive retention and growth strategies
• Develop predictive analysis and performance models to support business planning, campaign effectiveness, and sales forecasting.
• Support strategic planning by providing business intelligence, market insights, portfolio analysis and forecasting to support departmental decision making.
• Collaborate with business stakeholders to improve ESS performance and overall business delivery.
• Monitor productivity of Relationship Managers, DSS, Mortgage teams, Parastatal teams, and other sales channels through performance dashboards and KPI tracking.
• Conduct root cause analysis on underperforming products, regions, branches, or schemes and recommend business improvement initiatives.
• Provide analytical support during product launches, campaigns, business reviews, and strategic projects
• Ensure compliance with internal policies, regulatory requirements and data governance standards in the management and dissemination of business information.

Knowledge and Skills:

• Advanced analytical and problem-solving skills.
• Strong understanding of Personal Banking products
• Strong understanding of Employee Self Service (ESS) processes and loan origination workflows.
• Advanced proficiency in Microsoft Excel including Power Query, Pivot Tables, and advanced formulas.
• Strong experience using Power BI, Tableau, or other business intelligence platforms.
• Experience working with SQL or other data extraction tools
• Strong presentation and storytelling with data skills.
• Excellent stakeholder management and cross-functional collaboration.
• Ability to translate complex data into actionable business recommendations.
• Strong commercial awareness and understanding of Retail Banking performance drivers.
• High attention to detail and commitment to data accuracy.

Qualifications and Experience:

• Bachelors Degree in Statistics, Data Science, Economics, Mathematics, Actuarial Science, Computer Science, Business Analytics or related fields.
• Professional certification in Data Analytics, Business Intelligence, Project Management or Banking will be an added advantage.
• Master's degree in business studies is an added advantage.
• Minimum of 3 years experience in business analytics, MIS, business intelligence, performance management, or retail banking analytics.
• Proven experience in dashboard development using Power BI, Tableau, or similar visualization tools.
• Demonstrated experience in analyzing large data sets and translating insights into measurable business improvements.

• Lead the development, enhancement, and management of the Personal Banking Management Information Systems (MIS) framework to provide timely, accurate and actionable Management Information.
• Serve as the departmental custodian of MIS, ensuring data integrity, consistency, and accuracy across all Personal Banking business units.
• Manage end-to-end monitoring of the ESS platform, tracking application volumes, turnaround times, conversion rates, user productivity, system utilization, and operational bottlenecks.
• Analyze ESS performance trends and recommend initiatives to improve customer experience, operational efficiency, sales productivity, and portfolio growth.
• Develop interactive dashboards and performance scorecards for Head of Personal Banking, Senior Managers, Relationship Managers and other stakeholders.
• Produce business performance reports
• Conduct advanced business analytics to identify growth opportunities, emerging risks, business trends, and revenue optimization opportunities.
• Monitor customer retention, portfolio migration, product utilization, and customer behavior to recommend proactive retention and growth strategies
• Develop predictive analysis and performance models to support business planning, campaign effectiveness, and sales forecasting.
• Support strategic planning by providing business intelligence, market insights, portfolio analysis and forecasting to support departmental decision making.
• Collaborate with business stakeholders to improve ESS performance and overall business delivery.
• Monitor productivity of Relationship Managers, DSS, Mortgage teams, Parastatal teams, and other sales channels through performance dashboards and KPI tracking.
• Conduct root cause analysis on underperforming products, regions, branches, or schemes and recommend business improvement initiatives.
• Provide analytical support during product launches, campaigns, business reviews, and strategic projects
• Ensure compliance with internal policies, regulatory requirements and data governance standards in the management and dissemination of business information.

• Advanced analytical and problem-solving skills.
• Strong understanding of Personal Banking products
• Strong understanding of Employee Self Service (ESS) processes and loan origination workflows.
• Advanced proficiency in Microsoft Excel including Power Query, Pivot Tables, and advanced formulas.
• Strong experience using Power BI, Tableau, or other business intelligence platforms.
• Experience working with SQL or other data extraction tools
• Strong presentation and storytelling with data skills.
• Excellent stakeholder management and cross-functional collaboration.
• Ability to translate complex data into actionable business recommendations.
• Strong commercial awareness and understanding of Retail Banking performance drivers.
• High attention to detail and commitment to data accuracy.

• Bachelors Degree in Statistics, Data Science, Economics, Mathematics, Actuarial Science, Computer Science, Business Analytics or related fields.
• Professional certification in Data Analytics, Business Intelligence, Project Management or Banking will be an added advantage.
• Master's degree in business studies is an added advantage.
• Minimum of 3 years experience in business analytics, MIS, business intelligence, performance management, or retail banking analytics.
• Proven experience in dashboard development using Power BI, Tableau, or similar visualization tools.
• Demonstrated experience in analyzing large data sets and translating insights into measurable business improvements.