Job Description

SENIOR MANAGER: CHANNEL AND DIGITAL | JOHANNESBURG
R1,850,000 CTC PER ANNUMOur client xe2x80x93 is a leading full-service commercial Bank, is looking for a Senior Manager: Channel and Digital to join their team. The company operates across ten African countries, the UAE and UK, with representative offices in China, India and Lebanon. Theyxe2x80x99re evolving to redefine the power of relationship.JOB MISSION:The Senior Manager: Channel and Digital at the client will be responsible for driving the development, implementation, and management of the bankxe2x80x99s digital channels and platforms.The role focuses on enhancing customer experience through innovative digital solutions, ensuring seamless integration across all customer touchpoints, and optimizing digital banking services to align with the bankxe2x80x99s strategic goals. The Senior Manager will work closely with cross-functional teams to deliver a cohesive digital strategy that meets the evolving needs of the bankxe2x80x99s customers
REPORTS TO:
CIOYOUR xe2x80x98DAY TO DAYxe2x80x99Digital Strategy Development and Execution:

• Lead the formulation and execution of the bankxe2x80x99s digital strategy, ensuring alignment with overall business objectives

• Identify opportunities for digital innovation and transformation within the bank's channels, including mobile banking, internet banking, and emerging digital platforms
• Oversee the design, development, and deployment of digital banking products and services to enhance customer engagement and satisfaction
• Monitor industry trends, competitor activities, and technological advancements to ensure the bank remains competitive in the digital space

Channel Management and Optimization:

• Manage and optimize the bankxe2x80x99s digital channels to ensure a seamless and consistent customer experience across all platforms
• Work with product, IT, and marketing teams to ensure digital channels are user-friendly, secure, and aligned with customer needs
• Analyze customer feedback, usage data, and market trends to continuously improve digital offerings
• Oversee the integration of digital channels with traditional banking services to provide an omnichannel experience

Customer Experience Enhancement:

• Develop and implement strategies to enhance customer experience through digital channels, focusing on personalization, convenience, and security
• Use data analytics to gain insights into customer behaviour and preferences, informing the design and development of new digital products
• Ensure that all digital platforms are accessible, responsive, and provide a superior user experience
• Address customer issues and feedback promptly, working with relevant teams to resolve any challenges related to digital services

Leadership and Team Management:

• Lead, mentor, and develop a high-performing team, fostering a culture of innovation, collaboration, and excellence within the digital banking space
• Ensure the team is equipped with the necessary skills, resources, and support to achieve their objectives
• Promote cross-functional collaboration to drive digital initiatives and ensure successful implementation across the organization

Risk Management and Compliance:

• Ensure that all digital channels and products comply with regulatory requirements and internal policies, including data privacy, cybersecurity, and financial regulations
• Identify and mitigate risks associated with digital banking, ensuring robust security measures are in place
• Work closely with the legal, compliance, and IT teams to address any regulatory or security concerns

Performance Monitoring and Reporting:

• Track and analyze key performance indicators (KPIs) for digital channels, providing regular reports to senior management on channel performance, customer engagement, and ROI
• Develop and implement strategies to improve channel performance based on data insights and customer feedback
• Present recommendations for new digital initiatives and investments to enhance the bankxe2x80x99s digital capabilities

MINIMUM ROLE REQUIREMENTS:

• Bachelorxe2x80x99s degree in Business Administration, Information Technology, Digital Marketing, or a related field; an MBA or relevant postgraduate qualification is highly desirable
• A minimum of 8-12 years of experience in digital banking, channel management, or a similar role within the financial services industry, with a strong focus on digital transformation
• Proven track record of managing digital channels and delivering innovative digital solutions that enhance customer experience
• Strong understanding of digital banking technologies, trends, and regulatory requirements in South Africa
• Must know how to build mobile and web applications

SKILLS OR SPECIALIZED KNOW HOW:

• Experience in leading cross-functional teams and managing complex projects in a fast-paced environment
• Excellent analytical, problem-solving, and decision-making skills
• Strong communication, negotiation, and stakeholder management abilities
• Technical proficiency with digital banking platforms and tools
• Digital Innovation and Transformation
• Customer-Centric Approach
• Channel Management and Optimization
• Data-Driven Decision Making
• Strategic Thinking and Execution
• Leadership and Team Development
• Risk Management and Compliance
• Excellent Communication and Interpersonal Skills

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