The Regional Head of Digital is responsible for providing regional-wide strategic direction, guidance and leadership to the formulation and deployment of an integrated Remote & Proximity banking strategy with the goal of building Remote & Proximity channels as preferred way to bank. This role includes the development of sales capabilities for our Remote & Proximity channels, in collaboration with respective channels and GTO.
• Formulate and deliver Online, Mobile & Proximity strategy, optimized across segments
• Work closely with Sales Head and Service Head to manage & deliver specific sales, service, governance & risk KPIs
• Manage E2E customer sales & service experience delivered online encompassing branding, fulfilment & supporting functionalities
• Manage sales and service operations efficiency & efficacy
Strategy Formulation & Execution and Financial Management
Develop, own and deliver a three year channel strategy and roadmap based on strong knowledge of both local industry trends and players.
Oversee and maintain a clear strategic framework determining where the Bank should / should not make proprietary and generic investments.
Channel Development and Design
Drive development of all CB Remote & Proximity Channels Online, Mobile, e-Statement, Alerts, ATMs as well as RM/Branch digital tools and displays locally by extending offering, enriching functionality and creating a market leading positioning.
Directly manage regional delivery and product management capability from Mass Affluent to Private Banking and Wealth Management with ownership of all associated budgets.
Drive cost efficiencies across regional vendors and leveraged agencies to create world class capabilities at market leading costs.
Continuously work to maintain and improve stability and performance of channels and future proofing of capacity.
Investment and Programme Management
Lead the Channels Programme Council, lead interface to CB PMO for Integrated Distribution, and support investment processes as required for BAU and budgeting purposes
Lead the programme/project management discipline across Distribution, ensuring execution, budgeting/ actuals, and change processes are professionally delivered
Run/manage the fixed GTO resource pools (ie TSD, PSS, mgmt) for ATM, Call Centre, and Branch related activities
Ensure alignment of Distribution GTO solutions and programmes with other CB/WB (e.g. Retail, Wealth, TB etc) segments’ and functions’ roadmaps
Channel Sales & Social Media
Drive end to end regional Online Sales capabilities with emphasis on Credit Cards, Personal loans and simple Insurance and Wealth in select markets.
Work with partners across Distribution (Sales) and the Bank to establish world class practices for efficient and seamless acquisitions
Work with Marketing and Corporate Affairs to ensure that effective Paid Media and content strategies are in place to drive traffic to site.
Maintain the design, standards and operations of the country website.
Drive social media agenda for channels focused on servicing through social and customer delight
Jointly drive payments roadmap and strategy with Retail Products team across the region to focus on building capability that encourages customers to choose the Bank as their main Banking relationship.
Exploit opportunities that allow the creation of local payments players or plug in to existing ecosystems where appropriate.
Drive the partnerships jointly with Retail Products that create new and emerging payments capabilities.
Work to ensure that CB payments capabilities leverages off WB and GTO investments.
Channel Innovation & Alliances
Lead channels and technology in new media and Telco strategic alliances
Pioneer and implement local models for partnership across mobile and online space.
Drive implementation of ecosystem locally to enable payments convenience for customers of Bank .
Establish partnership with large local players in country
Establish and manage disciplined and focused channel innovation agenda
Integrated Channel Delivery
Lead and drive off an online channel migration strategy to bring down the cost to serve and improve ratio of sales to servicing in Branches and Contact Centers.
Champion use of analytics across channels space to support Distribution & CB Agenda.
Use subject matter expertise and strategic background to support development and execution of an integrated channel strategy.
Contribute to a GTO strategy and roadmap across all Distribution channels that is aligned to the Integrated Distribution plan and the CB strategy. Directly responsible for:
Proximity channel strategy and BAU management, inclusive of top line sales targets
Call centre GTO strategy and BAU management
Branch GTO strategy and BAU management
Customer Experience & Relationship Management
Leadership, People & Community Development
As part of the leadership of the Distribution & GTO function ensure that organization is resourced and trained effectively to manage the leadership challenges posed by new and emerging channels.
Drive SPA for Remote & Proximity channel
Risk management & control
Ensure strong pan channel Security and Controls and maintain close engagement and clean sheet with audit
Establish clear TOM for channels and ensure framework is in place to ensure compliance.
Positively position Bank with regulators
Identify key risks, issues and interdependencies and ensure mitigants are in place.
• Thought leadership in strategy, business development and an insightful appreciation of distribution management, industry developments, retail banking products and customer strategies
• Domain expertise in Remote & Proximity banking
• Strategy articulation and execution
• Project leadership and management
• In depth knowledge of local country, experience of the region an advantage. Has managed and was accountable for multiple local geographies
• Strong strategic acumen coupled with strong execution capability
• Relationship building & influencing – able to build strong relationships across internal and external stakeholders. Adept at working across matrix organization
• Team leadership – Able to build strong bench strengths in Country Remote & Proximity Banking and provide leadership to the country team.