Head of E-Channels

Role: Head of E-Channels 
Location: Abu Dhabi, UAE                           
Role Purpose:

• The E-Channels Manager will be responsible for overseeing and managing the various alternative channels within the digital banking portfolio, including internet banking, mobile banking, chat banking, SMS banking, and E-statements. 
• This role will involve strategic planning, development, implementation, and maintenance of these channels to ensure a seamless and secure banking experience for our customers. 
• The E-Channels Manager will lead a team dedicated to optimizing these channels, driving user engagement, and maximizing customer satisfaction.
      
  Key Accountabilities of the role      
  Strategic Planning and Development:
• Lead of team in managing digital or echannels for retail bank
• Channels include – Mobile banking, Chat Banking, SMS and E-Statements.
• Develop and implement strategic plans for mentioned channels, aligned with the overall digital banking strategy and business objectives.
• Develop and execute customer engagement strategies to drive adoption and usage of E-channels, increasing digital banking penetration, transactions migration and customer satisfaction.
• Identify emerging trends, technologies, and customer preferences in eChannel’s and incorporate them into the strategic roadmap.
• Transform and deliver next phase of enhancement on all the channels including leveraging of new technologies like AI, RCS, Generative chat etc.
• Collaborate with cross-functional teams including IT, product development, marketing, and operations to ensure alignment and successful execution of channel strategies.

Channel Optimization and Enhancement:

• Deliver cost optimization across all channels of communication for Retail business
• Continuously monitor and analyze key performance indicators (KPIs) for internet banking, mobile banking, SMS banking, and E-statements to identify areas for improvement.
• Lead initiatives to enhance the functionality, usability, and security of E- channels to meet evolving customer needs and expectations.
• Coordinate with relevant stakeholder/DTS to implement best practices in user experience (UX) design, interface optimization, and security protocols to ensure a seamless and safe banking experience across all channels.

Customer Engagement and Experience:

• Collect, analyze and action feedback & insights gathered to enhance the customer experience across internet banking, mobile banking, SMS banking, and E-statements.
• Work closely with the marketing team to develop targeted campaigns and promotions to promote E-channels and drive customer migration & retention.
• Engage customers across services and sales needs through eChannels and measure outcomes on these engagements.

Compliance and Risk Management:

• Ensure compliance with regulatory requirements and industry standards governing internet banking, mobile banking, SMS banking, and E-statements.
• Implement robust security measures and fraud prevention mechanisms to safeguard customer data and transactions across all channels.
• Collaborate with the risk and compliance teams to conduct periodic audits, risk assessments, and reviews of E-channels to mitigate operational and security risks.

Team Leadership and Development:

• Lead and manage a team of digital banking professionals responsible for internet banking, mobile banking, SMS banking, and E-statement operations.
• Provide guidance, coaching, and mentorship to team members to foster a culture of innovation, collaboration, and continuous learning.
• Set clear performance objectives, conduct regular performance evaluations, and identify opportunities for skill development and career advancement within the team.

Specialist Skills / Technical Knowledge Required for this role:
 

• Bachelor’s degree in Business Administration, Finance, Information Technology, or related field. Master's degree preferred.
• Minimum of 10 years of experience in digital banking, with a focus 3 years in similar position.
• Strong understanding of internet banking, mobile banking, SMS banking, and E-statement technologies, trends, and best practices.
• Proven track record of developing and implementing successful digital banking strategies and initiatives.
• Excellent analytical, problem-solving, and project management skills.
• Strong leadership and team management abilities, with a collaborative and results-oriented approach.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Knowledge of regulatory requirements and compliance standards related to digital banking operations.
• Relevant certifications in digital banking, project management, or related fields are a plus.