Head of Digital Banking

Found in: Talent AE C2 - 1 week ago


Abu Dhabi, United Arab Emirates Client of Tandem Search Full time
The Head of Digital Banking (CDO for Retail Banking) oversees the Group's digital strategy and execution for Personal banking, focusing on multi-channel delivery (online and mobile banking). They ensure quality service, address customer feedback and complaints promptly, and boost cross-selling to improve process efficiency and digitization in transactions. The ideal candidate will have a deep knowledge of Open Banking.
Development and Execution of Strategic Plans:
- The role involves developing and implementing a comprehensive multi-channel strategy for personal banking, in collaboration with key stakeholders, to enhance digital delivery systems and improve the customer experience.
- It also includes aligning functional strategies with the Group's vision and mission and providing expertise and guidance to the Group leadership to achieve strategic goals.
Leadership:
- Involves effective leadership, setting individual goals, managing performance, and motivating teams.
- The leader is also responsible for talent development within the function, collaborating with experts to meet business needs.
- Additionally, they must serve as a role model, promoting adherence to organizational values and ethics to foster a value-driven culture within the bank.
Financial Planning and Performance Management:
- Supervise the compilation and proposal of the functional budget, and continuously track financial performance against the budget.
- This ensures the business remains informed about expected expenses and income, identifies underperforming areas, and leverages opportunities to reduce costs or enhance performance.
Policies, Systems, Protocols, and Methodologies:
- Formulate and spearhead the implementation of policies, systems, processes, procedures, and controls for the digital channel function.
- Ensure compliance with procedural and legislative requirements while delivering a consistent, cost-effective, and high-quality service.
Management of Digital Channels:
- Lead the development and use of top-tier platforms for websites, online banking, mobile banking, digital banking, and contact centers, collaborating with IT.
- Support digital transformation with technical expertise for effective channel management.
- Promote channel migration through new features, infrastructure, and marketing to boost revenue.
- Manage inbound and outbound call centers for all personal banking segments, ensuring quality service, and compliance with standards, and SLAs.
Market Insights:
- Stay updated on market intelligence and trends in personal banking's digital channels.
- Offer insights to enhance customer service, policies, and processes, considering their impact on future customer expectations.
- Recognize opportunities for innovation in existing and new digital channels (internet, mobile, SMS, wearable, digital TV) to expand the e-channel service and improve overall e-channel offerings.

Desired Candidate Profile
Education:
Bachelor of Business Administration(Management)
Gender:
nm
Nationality:
Any Nationality

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