Product/Service Development1. Implement pricing strategies, forecasts, budgets, targets & sales plans for Internet & Mobile Banking products & services to increase customer utilization, increase migration rate, and increase cost synergy.2. Assist the Internet and Mobile Banking manager in delivering the new projects and initiatives to increase customer utilization, increase migration rate, and increase cost synergy..3. Assist the Internet and Mobile Banking manager in Manage assigned projects implementation from the business point of view including; business requirements documentation, evaluation criteria setting, negotiations, RFI, RFP process, contract reviews, service level agreements, scope documentation, User Acceptance Testing to ensure adherence to technical standards and obtaining regulatory approvals.4. Develop competitive pricing strategies to the Internet and Mobile Banking services to increase customer utilization, increase migration rate, and increase cost synergy..5. Develop market surveys and analysis of competition and knowledge of industry awards nationally, regionally and Internationally to help determine the best Digital Banking strategy.6. Monitor the activity and performance of the Internet and Mobile Banking to ensure of KPIs fulfillment.7. Work closely with the Sales Channels to assess the response to, and suitability of current Digital promotion material and to ensure that promotional material, tools and educational activities are being used optimally.8. Work with other business units in order to gather Business requirements related to Internet & Mobile Bankinginitiatives.9. Work collaboratively with the Consumer Banking, and Marketing & Communication on the implementation of the marketing strategy and the annual marketing plan of the channels’ services as well as monitoring the activity & fulfillment reports to ensure that adds/campaigns are complying with market plan & to ensure that customers are contacted at the determined TAT.Internal 10. Constantly liaise and work with the data team to build proper and indicative MIS to monitor the channel performance in form of acquisition, activity and usage.
Channels Enhancements11. Map the customer journey for assigned products to spot areas of improvements/concerns to improve the customer experience.12. Work with the relevant stakeholders to design the user experience, user interface and the customer journey maps across the Internet and Mobile Banking.13. Work and ensure that the Internet and Mobile Banking system can accommodate the channels forecasted growth.14. Work closely with distribution channels to analyze the issues related to inquiries, customer complaints, and come up with solutions in collaboration with the stakeholders for enhancements to ensure maximum utilization of various delivery channels.
Customer Satisfaction/Training15. Conduct training for sales channels and call center staff to ensure they are trained on the capabilities of the services provided and to support them achieve the business goals.16. Analyse consistently customer usage of electronic resources, following-up on relevant complaints & suggestions, conducting market researches & surveys, supported by visits to sales channels to better understand/analyse clients’ attitude and barriers to service acceptance.17. Act as reference point for channel’s services related enquiries, and work collaboratively with support areas to address any issues that may arise.18. Review Innovative ideas received from colleagues to ensure of proper assessment and analysis to the idea.
Policies, Processes and Procedures19. Implement approved department policies, processes, and procedures and monitors adherence so that work is carried out in a controlled manner
Day-to-day management20. Implement the day-to-day operations assigned for the Internet & Mobile Banking team to ensure compliance with the established standards and procedures
Compliance21. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks
Qualifications & Experience▪ Bachelor’s degree in business, Finance, Accounting or its equivalent▪ Minimum 3 – 5 years of experience▪ Experience in the relevant channel with other banks, Technology vendor of alternative e-channels, or electronic services offered by mobile operator▪ Technical background, closely following e-channels technologies and trends▪ Experience in information technology▪ Basic knowledge in marketing and sales applications & processes▪ Basic knowledge in the field of Internet Banking
Skills▪ Excellent command of English & Arabic Languages ▪ Solid quantitative & analytical skills, with proven capability to construct a business case▪ Ability to coordinate the work of others, work to tight deadlines and handle multiple concurrent activities▪ Time management▪ comfortable with Microsoft Excel, Word, and PowerPoint