Manager – Digital Channels

JOB PURPOSE :

To plan and execute channel migration and usage strategies, enhance Digital
Channel features and services, measure/track performance KPIs, project manage approved Digital Channel projects/enhancements in order to ensure delivery within agreed timelines, budget and in line with overall governance and quality controls.

ACCOUNTABILITIES:

1. Digital Channel Development and Implementation

Identify areas of development and innovation to existing and
new Digital Channels (internet, mobile, tablet, SMS, wearable,
digital TV) in order to broaden the overall service offering and
enhance Digital Channel services in line with overall objectives
of the business group.

2. Digital Channel Usage and Reporting

Plan and execute Digital channel on-boarding, usage and
migration related programmes and ensure service failures are
resolved immediately to avoid customer dissonance and any
threat to the bank’s reputation.
Continuously monitor and analyse Digital Channel usage and
revenue KPIs to ensure overall business objectives are met.

3. Quality Certification, Audit and Compliance

Ensure that all services meet regulatory requirements such as
ISO 9001 certification for internet banking/mobile banking and
product development.
Maintain the retention of such certifications in order to remain
compliant and minimise any risk of non-compliance to the bank.
Ensure timely and accurate development of risk and compliance
reporting as required in line with the agreed standards in order
to communicate activity/incidence reporting and assist in
departmental decision making.

4. 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.

5. 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.

6. Continuous Improvement

Manage and motivate the team to ensure they contribute to, and
participate in, the identification and implementation of change
initiatives, programmes and projects in line with the bank’s
standards.

Minimum Experience

At least 6 years of experience in delivering projects including
at least 3 years of experience in alternate delivery channels
within a bank.

Knowledge and Skills:

Knowledge of web channels and mobile technologies

Planning, analytical and time management skills