Lead - Channel Management

To drive the strategic direction and operational excellence of the bank’s digital channels, ensuring a seamless and superior customer experience. This role involves developing and executing innovative digital strategies, managing channel performance, and collaborating with cross-functional teams to achieve business objectives.

Job Responsibilities:

• Develop and implement the bank’s digital channel strategy, aligning with the overall digital banking vision.
• Oversee the digital roadmap, identifying opportunities for innovation and improvement.
• Define and execute strategies to enhance the digital customer experience, including the development of new products and services.
• Monitor industry trends and emerging technologies to identify potential disruptions and opportunities.
• Conduct in-depth analysis of channel performance metrics to identify areas for optimization.
• Drive business development initiatives, including partnerships and collaborations, to expand digital offerings.
• Manage and oversee projects related to digital channel enhancements and new initiatives.
• Work closely with internal teams to develop and execute effective marketing and promotional campaigns.
• Ensure the smooth and efficient operation of digital channels, including system stability and performance.
• Manage vendor relationships and contracts, optimizing costs and ensuring service quality.
• Act as a Level 2 support for channel-related issues, providing timely resolution and escalation.
• Monitor revenue generation through digital channels and track key performance indicators (KPIs).
• Contribute to the achievement of financial targets and business objectives.
• Collaborate with teams across the organization, including Customer Experience, Change Management, and IT, to ensure alignment and effective execution.
• Foster strong relationships with internal stakeholders to drive innovation and achieve shared goals.
• Participate in relevant projects and initiatives, providing expertise and support.

Job Qualifications

• Deep understanding of digital banking trends, technologies, and customer behaviors.
• Proven experience in managing digital channels and delivering exceptional customer experiences.
• Strong analytical skills and the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to influence and persuade.
• Agile mindset and the ability to adapt to changing priorities and market dynamics.
• Proficiency in digital tools and platforms, including Microsoft Office, Figma, Jira, and Confluence.
• A strong focus on results and the ability to deliver under pressure.