Manager - Channel Management

Job Purpose

This role responsible for leading the strategic development and operational excellence of the bank's digital banking platforms (mobile application, online banking and digital payment solution). This role drives digital innovation, enhances customer experience, and ensures the efficient and compliant delivery of digital products and services, contributing directly to business growth and financial targets.

Accountabilities

• To manage the digital channel strategy and digital roadmap of the overall bank vision.
• To manage the business development/analysis and service enhancement and project assigned to digital channel.
• To define attractive value proposition to improve the digital/user experience and performance through digital channels.
• Stay updated on industry trends, best practices, and understand the competitive landscape by offering best-in-class digital features, services, and customer experience
• Coordinate change management initiatives related to the product and supervise their transition from requirement definition to production systems.
• Work closely with internal team i.e., Customer & Digital Experience lead and change management & growth team to plan & execute the campaigns/promotion.
• To support and participate in RFI/RFQ/RFP process when needed.
• Coordinate with Call Center agents and Tech Support to escalate and resolve issues.
• Develop, optimize and maintain product support with close coordination with IT system development, IT production, Customer Support team.
• To define attractive value proposition to improve the digital/user experience and performance through digital channel.
• Stay updated on industry trends, best practices, and understand the competitive landscape by offering best in class digital features, services and customer experience.
• Coordinate and communicate the change management initiative related to the product and supervise their transition from requirement definition to production systems.
• Run beta and pilot programs with early-stage products/services.
• Efficiently manage and report progress of all project related to the digital channel.
• Monitor, report and escalate all production issues and maintain system availability.
• Resolve all production issues.
• Plan, coordinate, arrange to implement changes.
• Manage site content, admin modules, marketing efforts.
• Develop, optimize and maintain product support.
• Maintain SLA level, Measure performance levels.
• To manage Digital channel vendor PR/PO and relevant contract agreement.
• Carry the financial target and KPI set by the management.
• To ensure compliance and adhere to regulatory and control requirement within the banks that includes governance, audit, risk, compliance and fraud detection.
• To attend to the tasks that assigned by the head of digital.
• Act as back-up of cross-functional unit as and when needed.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, or related field.

Experience & Knowledge

• A minimum of 5 years' experience in digital channel management, preferably in the financial services industry.
• Proven experience in developing, launching, and maintaining digital products.
• Strong Project Management knowledge and execution.

Skills & Competencies

• Ability to work in an agile environment.
• Strong communication skills (verbal and writing) and storytelling skills.
• Strong analytic skills, problem-solving, and collaborative personality.
• Able to build effective networks with internal stakeholders and senior management.
• Highly organized and sensitive to time management and adhere to deadlines.
• Proficient in Microsoft Excel formulas, spreadsheets, Jira, and Confluence.