KEY PERFORMANCE AREAS (KPAs)

1    Strategic Growth & Optimisation

·   Develop and own the E-Money Growth & Optimisation Framework, encompassing customer segmentation, product-market fit, partnership, and channel expansion strategies.

·    Formulate and implement strategic roadmaps for each growth pillar e.g. MSME enablement, merchant ecosystem growth, agent expansion and customer lifecycle value.

·         Design strategic models for market growth (e.g. value-chain digitisation, wallet monetisation, and ecosystem linkages).

·      Champion a culture of data-driven decision-making, working with the Data & Products Manager to define KPIs, dashboards, and     growth analytics that inform tactical and strategic decisions.

·         Develop business cases for new opportunities, ensuring scalability, profitability, and customer relevance.

2    Ecosystem Development & Strategic Partnerships

·       Develop and execute the E-Money Ecosystem Partnership Strategy, identifying, negotiating, and managing relationships with fintechs, merchants, telcos, agents, and strategic institutions.

·     Forge collaborations that expand the E-Money offering e.g. merchant payments, government disbursements, lending and remittance corridors.

·         Create value-driven frameworks for partnership onboarding, performance, and co-innovation.

·     Champion the E-Money business and ecosystem influence through thought leadership and representation in industry and regulatory forums.

3.     Customer Acquisition & Retention

·         Define and implement customer acquisition and lifecycle strategies tailored to demographic and psychographic segments.

·         Work closely with the UX & Design Specialist to ensure customer journeys are intuitive, frictionless, and delightful.

·         Design loyalty, rewards and referral models that deepen engagement and increase customer lifetime value (CLV).

·         Develop an MSME segment strategy to position EasyWallet as a key enabler of small business digitisation.

·         Continuously scan and interpret market, consumer, and competitive intelligence to identify trends and opportunities for differentiation.

4.     Business Performance & Optimisation

·         Drive business optimisation by identifying bottlenecks, improving conversion funnels, and enhancing transaction efficiency.

·      Lead performance reviews on growth metrics - user activation, average revenue per customer, churn (dormancy), and Net Promotor Score etc, ensuring continuous improvement.

·         Partner with cross-functional teams (IT, Compliance, Marketing, Finance, Operations) to ensure seamless delivery of new initiatives.

·         Translate insights into commercial action, influencing decision-making across the value chain.

5.     High-Performance: Leadership, Drive, Energy & Stakeholder Engagement

·         Model independent and critical thinking, effective management of self and of others, and be proactive.

·         Serve as a thought leader on mobile money growth strategies within the Bank and industry forums.

·       nspire and embody a culture of intelligence, curiosity, courage, and relentless energy — proactively seeking opportunities to learn,     grow and drive high-performance results.

·         Engage confidently with senior executives, partners and regulators; present business cases with clarity, influence and conviction.

·    Model a strong commercial thinking balancing ambition with prudence, agility with sound governance and customer-centricity with commercial viability.

·         Act as a strategic connector within the Bank, breaking silos and integrating e-Money growth into the broader retail and digital banking   agenda.

COMPETENCIES