Department Business Department

Reports to Head Business

Supervises:

Direct: Relationship Officer E-Banking and Relationship Officer-Agency Banking

Indirect: Branch Teams

Interacts/interfaces with:

Internal: Segment and sector heads, Branch Teams, Business and Operations Teams.

External: Customers, System Vendors, and Business Partners

Main Purpose of the Job

Develop and implement digital strategies, ensure high levels of customer recruitment and satisfaction, and drive innovation to enhance the Bank's e-channel offerings and support the Bank's business growth strategy

Responsibilities

• Plan, execute, and monitor the digital/alternative channels banking business growth, distribution, and expansion strategy.
• Develop and enhance existing channels to meet changing customer needs and provide the best customer experience.
• Manage the end-to-end lifecycle of e-channel projects, from planning and implementation to monitoring and optimiza-tion
•  Work with the branch team to provide alternative banking channels to customers, supporting the growth of deposits and revenues and reducing the bank's operating costs.
• Carry out a business risk assessment, institute controls to mitigate the risks, and monitor compliance and safe operations of the channels.
•  Manage relationships based on service level agreements with partner vendors, service providers, bank agents, and mer-chants.
•  Track key performance indicators (KPIs) and metrics related to e-channels, including usage, transaction volumes, and customer satisfaction.
•  Manage the performance and productivity of both line staff and bank agents or merchants according to set performance targets.
•  Support business units in the identification and recruitment of quality agents and merchants and coordinate joint sales and marketing initiatives.
•  Implement a training and product knowledge management program for bank staff, clients, agents, and merchants.
•  Work closely with other departments and vendors to ensure an integrated governance of the day-to-day operations of the digital banking channels.
•  Attend customer queries and complaints in line with the customer service standards of the bank.
•  Evaluating processes and procedures from time to time to develop more efficient operations, compliance, better controls, and customer experience.
•  Closely monitor the market for dynamics on customer behaviors, competition, policies, and regulations.
•  Define and deliver segment-led Product, Channel, and digital Banking Customer Value Propositions (CVPs) for all Retail Banking segments.
•  Monitor competition and emerging Products, Channels, and Digital technologies, and develop strategies and tactics to reduce any threats to ongoing and future Retail business.
• Monitor, identify, and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, Informa-tion Technology, Risk, Audit, Compliance, etc.
• Comply with AML/CFT/CPF policies and procedures, non -compliance of which shall be addressed as per the bank disci-plinary processes.
•  Any other duty as shall be assigned to you from time to time.

Person Specification (Education, training, skills and experience)

Qualifications

• • A Bachelor’s degree in IT, engineering, Finance, Commerce, Business Administration, Economics, Statistics, Management,
• or any relevant field.
• • Professional certification in digital banking or a Master's degree in a relevant field is an added advantage.

Experience

• 6 years’ experience in Banking with 3 years in alternative banking channels supervisory role.
• Demonstrable record of effectively leading large teams of people and track record of effective performance management.
• Excellent knowledge of general banking practices and procedures.
• Seasoned knowledge of digital banking.
• In-depth understanding of credit and financial drivers in the financial services industry.
•  Deep understanding of financial products, services, and regulatory requirements within the business and commercial bank-ing landscape.

Competencies & Knowledge

• Proficiency in drafting professional correspondence, reports, and proposals.
• Ability to demonstrate a positive image and uphold Bank values.
• Leadership and Change Management skills
• Strong Analytical Skills
• Stakeholder and Relationship Management skills
• Effective oral and written communication skills.
• Effective negotiation and execution skills.
• High ethical standards and integrity.
• Client-focused and results-oriented mindset.
• Ability to work in a fast-paced and dynamic environment.
• excellent problem-solving and advisory skills.
• Proficiency in English Language and any other local language, preferably Luganda.