Job Details

Job Description

Empowering Africa’s tomorrow, together…one story at a time.

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Job Summary

• Work closely with the product teams (including Project Managers and Design) to set product strategy, prioritise features and build products that deliver an incredible customer experience. Support the development and execution of an agreed digital strategy aimed at protecting and enhancing the value across all digital channels.

• Responsible for planning, designing, and developing new services and enhancements for Cash Management in collaboration with Digital and Technical teams. This includes providing training on all services and enhancements to internal and external stakeholders.

• Support the commercialization strategy with the Product and Cash Managers in the assigned Business Sectors

Job Description

Key actions to include:

Digital Product (30%)

• Inform the feasibility of digital channel offerings – potential usage, financial impact, country capability to manage, and regulatory approvals
• Research and inform benchmarks of our products versus those of the competition
• Research state of the art solutions in our markets and beyond
• Assist to define and shape the Customer Value Proposition for the local market
• Support alignment of commercial strategy for MNOs (mobile network operators) and other strategic partners
• Support the linking up of other third parties such as billers, utility companies, aggregators and other stakeholders
• Support with designing operational process flows which enable an omni-channel experience for customers
• Drive the transformation agenda and implement change strategies as and when required
• Support the execution of project plans for development with full accountability for monitoring performance, reporting and deliver
• Inform marketing needs and promotional campaigns

Channel Adoption (20%)

• Manage the delivery of the channel penetration mandate – migration of transactions from branch to digital channels
• Drive channel targets for digital products
• Provide input into the development of performance metrics including financial performance, customer adoption, channels utilization, retention and product usage
• Track, monitor and report performance of digital channels and develop necessary adjustments as needed
• Ongoing monitoring of state-of-the-art security and functionality of channels in the market and under development, and assess suitability for the Bank
• Drive staff and customer education on digital products
• Monitor customer satisfaction as measured through customer service and complaints deck on all the alternate channels and action appropriate mitigation actions
• Utilize customer insight capability within and across teams to deliver on sales plans
• Leverage customer insights and analytics to deliver against sales opportunities and provide ongoing feedback to customer insight teams on observed market trends
• Leverage best practices, competitor understanding and strong customer analytics to manage the market in sales and service excellence
• Facilitate a customer-oriented culture within and across teams for the long-term success of the brand and continuous business growth
• Deliver effective customer management in the digital channels environment to enable customer acquisition, retention and cross selling
• Manage change management orientation across the team to drive continuous improvement in customer and sales processes, systems, policies and procedures
• Contribute to the improvement of service delivery by sharing the impact of both global and local competitors; technology, increased customer demands and regulatory oversight in the business

Risk, Governance and Compliance (15%)

• Together with Centre, review test results prior to completing any compliance attestations
• Develop corrective actions with the applicable staff to address control shortcomings
• On a monthly basis, review all reported incidents or risk events together with supporting investigating documents. Identify high-risk areas and create mechanisms to address risk in future

Stakeholder Management (20%)

• Build and maintain strong relationships with Cluster Heads and Heads of Business Units to ensure that the correct long-term view is obtained for the growth and success of the overall business
• Build and maintain relationships with key external stakeholders, vendors and local regulators to ensure appropriate cooperation
• Regularly communicate the Africa Regional Operations (ARO) vision and digital direction to all stakeholders – including the team
• Educate and provide interchange of ideas with authorities, public and private organizations through partaking in conferences, addressing audiences at community forums and business interventions

Staff Management (15%)

• Encourage frequent knowledge sharing among team members
• Interview and recruit new members of the team
• Resolve grievances raised by team members and escalate only if required
• Motivate team members and ensure that their efforts are recognized.

Education

Bachelor’s Degree: Computer and Information Science (Required)