SENIOR MANAGER: CHANNEL AND DIGITAL | JOHANNESBURGR1,850,000 CTC PER ANNUM Our client 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.
Theyre 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 banks 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 banks 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 banks customersREPORTS TO:CIO YOUR DAY TO DAY Digital Strategy Development and Execution: Lead the formulation and execution of the banks digital strategy, ensuring alignment with overall business objectivesIdentify opportunities for digital innovation and transformation within the bank's channels, including mobile banking, internet banking, and emerging digital platformsOversee the design, development, and deployment of digital banking products and services to enhance customer engagement and satisfactionMonitor 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 banks digital channels to ensure a seamless and consistent customer experience across all platformsWork with product, IT, and marketing teams to ensure digital channels are user-friendly, secure, and aligned with customer needsAnalyze customer feedback, usage data, and market trends to continuously improve digital offeringsOversee the integration of digital channels with traditional banking services to provide an omnichannel experienceCustomer Experience Enhancement: Develop and implement strategies to enhance customer experience through digital channels, focusing on personalization, convenience, and securityUse data analytics to gain insights into customer behaviour and preferences, informing the design and development of new digital productsEnsure that all digital platforms are accessible, responsive, and provide a superior user experienceAddress 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 spaceEnsure the team is equipped with the necessary skills, resources, and support to achieve their objectivesPromote 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 regulationsIdentify and mitigate risks associated with digital banking, ensuring robust security measures are in placeWork 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 ROIDevelop and implement strategies to improve channel performance based on data insights and customer feedbackPresent recommendations for new digital initiatives and investments to enhance the banks digital capabilities MINIMUM ROLE REQUIREMENTS: Bachelors degree in Business Administration, Information Technology, Digital Marketing, or a related field; an MBA or relevant postgraduate qualification is highly desirableA 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 transformationProven track record of managing digital channels and delivering innovative digital solutions that enhance customer experienceStrong understanding of digital banking technologies, trends, and regulatory requirements in South AfricaMust 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 environmentExcellent analytical, problem-solving, and decision-making skillsStrong communication, negotiation, and stakeholder management abilitiesTechnical proficiency with digital banking platforms and toolsDigital Innovation and TransformationCustomer-Centric ApproachChannel Management and OptimizationData-Driven Decision MakingStrategic Thinking and ExecutionLeadership and Team DevelopmentRisk Management and ComplianceExcellent Communication and Interpersonal Skills
