Manager E- Channels

at Tropical Bank Uganda
Location Kampala, Uganda
Date Posted November 9, 2024
Category Banking
Management
Job Type Full-time
Currency UGX

Description

Job Summary

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

  • Minimum Qualification : Bachelors
  • Experience Level : Senior level
  • Experience Length : 6 years

Job Description/Requirements

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.
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