Category: Commercial
\nJob Description
\nA CAREER ADVANCING FINANCIAL INCLUSION:
\nABOUT FINCA IMPACT FINANCE
\nFINCA Impact Finance believes all people should have the opportunity to leverage their wisdom, talent and effort to determine their own destiny. Our worldwide network of full-service banks and microfinance institutions are grounded in the conviction that inclusive finance is critical to bringing people out of poverty. FINCA sets standards for the microfinance industry, constantly innovating and developing new products and services that help our customers achieve their dreams. Millions of entrepreneurs rely on FINCA\u2019s commitment to customer protection and an unmatched customer experience to build a better future for themselves, their families, and their communities.
\nFINCA Impact Finance\u2019s global network of microfinance institutions and banks provides responsible financial services and enables low-income entrepreneurs and small business owners to invest in their future. With 40 years of experience and a mostly local staff of nearly 5,000, FINCA delivers a double bottom line of social impact and profitability. We hire people from a wide variety of backgrounds at all career stages to fully connect with our customers and strengthen the institution. FINCA expects employees to personify our values of transparency, active listening, accountability, and respect. Successful candidates will embrace our brand attributes of warmth, trust, and responsible banking, and possess a commitment to collaboration, service, and inclusivity.
\nRole Purpose
\nThe Chief Commercial Officer (CCO) is a member of the Management Board whose main responsibilities are to drive the growth, commercial innovation, product development, and market penetration, and brand management.
\nThe CCO develops and executes strategic initiatives to increase FINCA\u2019s client base, drive sales growth, and ensure its commercial success. The CCO spearheads development of business and sales strategies, aiming to achieve sustainable growth while maintaining high-quality standards. The CCO is responsible for leading and managing the overall customer experience strategy. The CCO works closely with other departments to integrate customer-centric practices into the company\u2019s operations, monitor and drive customer satisfaction KPIs, foster long-term customer loyalty, and maximize FINCA\u2019s overall impact on its customers.
\nAccountabilities
\nGrowth Strategy Development<\/p>\n
Collaborate and guide market research and analysis teams to identify new business opportunities and areas of improvement,
\nDevelop and implement sales strategies for revenue growth, emphasizing market expansion and product\/service penetration
\nManage overall product portfolio.<\/p>\n
Strategic Planning and Execution<\/p>\n
Develop and execute commercial strategies to drive customer growth and deepen our relationships with existing customers, all in service of the FINCA mission,
\nCo-lead strategic planning and execution to ensure that customer acquisition, retention, and operational efficiency initiatives are aligned with the organization\u2019s long-term goals and objectives.<\/p>\n
Customer Experience Management<\/p>\n
Establish clear customer experience goals and metrics to measure success and drive continuous improvement,
\nEmploy human-centered design (HCD) practices to ensure tailored experiences across all touchpoints that maximize impact,
\nLeverage customer data analytics to gain insights into customer behavior, preferences, and needs,
\nDevelops and implements initiatives to enhance the customer journey at every touch point and eliminate friction point,
\nContinuously monitor and evaluate the effectiveness of customer experience initiatives and make data-driven improvements.<\/p>\n
Customer Acquisition and Retention<\/p>\n
Develop and implement strategies to acquire new customers and retain existing ones, ensuring FINCA\u2019s mission customer remains a priority,
\nStrategize and drive marketing and sales activities, ensuring alignment with overall business goals,
\nSet customer acquisition and retention targets and monitor for strategy alignment to ensure achievement of targets\/ KPIs.<\/p>\n
Marketing and Communications<\/p>\n
Lead development of sales campaigns and execution to promote products and services and analyze marketing data to measure campaign effectiveness,
\nOversee management of FINCA\u2019s brand image with customers through marketing activities,
\nGuide communications activities that build the profile of FINCA leaders, strengthen partnerships, and publicly demonstrate FINCA\u2019s value to its stakeholders and the media,
\nLead ideation for product development and marketing strategy to meet customer need.<\/p>\n
Product Development<\/p>\n
Oversee product development and product management to deliver customer centric products in line with FINCA\u2019s mission,
\nEnsure a full suite of productive financial products that are delivering maximum customer and business value.<\/p>\n
Market Expansion<\/p>\n
Develop network to keep track of market trends and forestall changing economic dynamics,
\nAssess the impact on market share and penetration, tracking the successful implementation of strategies aimed at expanding the organization\u2019s presence and influence within the target market.<\/p>\n
Quality Maintenance<\/p>\n
Maintain and enhance the quality of products\/services to meet or exceed industry standards, ensuring alignment with the organization\u2019s commitment to excellence.<\/p>\n
People and Leadership<\/p>\n
Provide leadership, management and strategic direction for FINCA employees,
\nCultivate a high-performance working environment, a sense of belonging, and an affinity to FINCA\u2019s mission and brand values
\nLead and evaluate work of subordinated staff,
\nAnticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans,
\nRetain, motivate and maximize the productivity of staff through mentoring, transparent communication, performance management, and career planning,
\nSet and successfully communicate performance measurements and targets to staff in a way that drives business growth, motivates staff, and aligns with FINCA\u2019s corporate strategy,
\nRepresent FINCA externally, communicating FINCA\u2019s value and mission delivery to key stakeholders.<\/p>\n
\u00a0
\nInnovation and Digital Transformation<\/p>\n
Collaborate closely with FIF, MB members and other stakeholders to drive innovation and lead digital transformation initiatives within the organization. This involves exploring emerging technologies, identifying opportunities for process automation, and fostering a culture of continuous improvement and adoptability.<\/p>\n
Quality Maintenance:<\/p>\n
Maintains and enhances the quality of products\/services to meet or exceed industry standards, ensuring alignment with the organization\u2019s commitment to excellence.<\/p>\n
Job Requirements
\nQualifications<\/p>\n
Bachelor\u2019s degree in business administration, or a related field is required,
\nMBA degree is preferred.<\/p>\n
Experience<\/p>\n
At-least 15years\u2019 experience in Banking or Microfinance management is required. 5 years\u2019 experience in leadership role is required,
\nStrong experience with Sales, marketing, credit and customer management.<\/p>\n
Knowledge and Skills<\/p>\n
Strategic planning and execution,
\nMarket analysis and business development,
\nStrong leadership and team management,
\nFinancial acumen and budgeting,
\nCustomer relationship management,
\nSales and marketing expertise,
\nExcellent communication and negotiation skills,
\nInnovative thinking and problem-solving abilities,
\nRobust commitment to FINCA\u2019s mission of financial inclusion,
\nComprehensive understanding of strategic marketing and communications.<\/p>\n
Language Skills<\/p>\n
Fluency in English is required,
\nFluency in local language(s).<\/p>\n
Travel requirements<\/p>\n
Availability to travel up to 30 % of the time.<\/p>\n
Physical Demands<\/p>\n
Ability to travel in economy class when traveling by air or rail.<\/p>\n
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