Role: Digital Channel Head
The Digital Channel Head is responsible for shaping and executing the strategic vision for the bank's retail digital platforms. This role will oversee the development, implementation, and management of digital channels, ensuring seamless customer experiences and driving business growth through innovation and operational excellence.
Key Responsibilities:
Strategic Leadership:
- Develop and own the strategy for the retail online banking application and other digital platforms.
- Define value propositions and ensure alignment with the bank's overall business objectives.
Product Management:
- Lead end-to-end product management, from ideation to execution, delivering features that:
- Enhance customer onboarding, cross-selling, and product acquisition.
- Boost revenue growth and customer retention through increased product usage, payments, loyalty programs, and partnerships.
- Improve customer satisfaction and operational efficiency through self-service features.
Stakeholder Collaboration:
- Work closely with business leaders, technical teams, and other stakeholders to align the digital roadmap with organizational goals.
Operational Excellence:
- Design and implement scalable operating and servicing models for digital channels.
- Establish processes that foster innovation, prioritize tasks, and align resources and budgets effectively.
Revenue Generation:
- Identify and establish revenue streams and monetization strategies across all digital channels (owned and rented).
- Define and expand self-service capabilities with relevant customer value propositions.
Payment Strategies:
- Develop and implement robust payment and money transfer strategies, ensuring security, efficiency, and ease of use for customers.
- Collaborate with Digital Marketing Teams to maximize customer engagement and profitability.
Performance Measurement:
- Track, analyze, and report the success of digital channels, ensuring continuous improvement and alignment with business objectives.
Qualifications:
- At least 7 years of proven experience in leading digital channel initiatives within the banking or financial services sector.
- Strong understanding of retail online banking applications, digital product development, and self-service functionalities.
- Expertise in strategic planning, operational management, and stakeholder collaboration.
- Familiarity with digital marketing and customer engagement strategies.
- Analytical mindset with a track record of using data to drive decisions and measure success
Key Competencies:
- Visionary leadership with a focus on innovation.
- Excellent communication and collaboration skills.
- Strong problem-solving and decision-making capabilities.
- Results-driven with a customer-centric approach.
