Manager - Channel Management

JOB PURPOSE

To develop and implement channel management strategies/plans and lead the quality assurance team in the completion of UAT testing, client onboarding, training and support in order to enhance the competitiveness of WBG channels, improve awareness and increase channel utilization.

ACCOUNTABILITIES

Channel Management

Evaluate the latest innovations in channel management, carry out customer and technical feasibility reviews and devise business strategies in order to enhance the Wholesale Banking channels and their competitiveness within the marketplace

Prepare product collateral and publish it across channels, use data provided through data mart to create action plans and provide training to coverage, sales, product and solution delivery teams in order to increase awareness and support increased channel utilization

Collaborate with channel support, technology and information security teams to ensure efficient and uninterrupted functioning and that channels are robust and secured

Work in partnership with product development teams to gain consensus on new initiatives in order to obtain appropriate approvals for implementation

Quality Assurance

Oversee client onboarding, customer training and support and the completion of user acceptance testing for channel related initiatives and other projects having indirect/direct impact on the channel in order to ensure required service standards and turnaround times are met.

Channel Experience Management

Collect customer reviews, conduct regular follow ups, review NPS survey results and develop/implement action plans in order to enhance client on-boarding process and overall channel experience for customers

People Management

Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance

Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems.

Policies, Processes, Systems and Procedures

Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

Minimum experience

At least 6 - 8 years of experience in banking with at least 5 years of experience within corporate banking

Other Skills

Understanding of corporate banking operations, systems and products

Leadership skills