Head, Digital Banking

New

Job Summary

To Actively identify and implement opportunities for migration of customers from high cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost of service delivery bank wide. To integrate service experience via current channels and identification of emerging technology that will support new customer propositions.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description

Responsibilities: 
Implement Alternate Delivery Channels strategies for all customer segments to achieve effective channel use, sales and customer satisfaction targets.
Ensure operational efficiency and a seamless product relationship experience for customers.
Accountable for managing the channels and maximizing performance as well as profitability.
Driving and managing cross selling of all retail products and services through the alternative channels.
Recommend pricing, promotions, sales targets and programs to meet and maximize revenue targets.
Monitor and review Digital Financial Services, customer feedback and post launch concerns.
Engaging and managing vendors and third party potential partner relationships through the product life cycle.
Proactively identifying opportunities for growth and translating those into value proposition.
Research and analyse important industry and market intelligence in relation to market trends and future product development.
Continuously contribute to systems and service improvement by coming up with new services and products.
Coordinate and ensure adequate training of clients on alternative channels across the bank’s network.
General
Appraise subordinates promptly and objectively, and follows up on action points resulting from the appraisal.
Take responsibility for the training, coaching and mentoring of subordinates.
Perform other duties and responsibilities as may be required by Supervisors.

Key Performance Indicators
Cost-saving
Revenue generation
Timeliness and accuracy in the preparation of reports
Customer satisfaction rating
Easy and prompt service delivery

Job Requirements:
Education: University graduate/HND preferably in Business Information Technology, Computer Science, Management Science or Finance: Expert in competencies required and relevant professional IT qualification;
Experience: Minimum of 5 years relevant experience and the following are added advantage;
Sound experience in heading and managing a self-service banking environment;
Ability to work with IT personnel to articulate business requirements;
Ability to work independently with users to define concepts;
Sound knowledge in project management methodology;
A creative, Innovative and critical thinker who can identify both short and long-term revenue enhancement opportunities;

Knowledge
Computer literacy, including proficiency in all key Microsoft Office programmes
Knowledge of computer hardware functioning
Knowledge of programming languages
Knowledge of basic Accounting and Business
Cost analysis and reporting
Skills /Competencies
Strategic Thinking
Managerial and leadership skill
Problem solver
Self-starter/ Self motivated
Good communicator
Goal-driven individual
Team player
High level of reporting skills
Strong analytic and project management skills

Reporting Relationship:
Reports to: Head, Operations & IT Department
Supervises: Digital Banking Staff

Relationship With Stakeholders
Internal: Computer Systems Users in all departments
External: Vendors and Maintenance contractors/consultants

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