Job Description

• Be Responsible for the definition and implementation of the Digital Strategy of the Institution
• Be Responsible for the development and the improvements of all Alternative Delivery Channels, asides from the branch network: Mobile App.; USSD; Ecommerce; Debit / Credit Card; Agency Banking, WhatsApp, etc…
• Define and implement Digital Banking Strategy for all customer segments to increase our market share and to achieve effective channel use, sales and customer satisfaction targets, operational efficiency and a seamless product and relationship experience for customers
• Develop strategies that utilize digital banking technology/products/services to expand our geographical reach and customer base
• Design and prepare studies on client needs, competition and best practices in the industry to further develop the services offered through Alternative Delivery Channels
• Manage the innovative projects related to Alternative Delivery Channels from the Business requirements to the commercial launch (ej: Agency Banking, WhatsApp Business, etc…)
• Ensure smooth customer experience by continuously improving user touch points and streamlining the service processes
• Track Alternative Delivery Channels in terms of technical performance (transaction success rate), customer usage and identified risks
• Reach the targeted success rate of transactions by identifying the root causes for failures and liaising with internal IT, service providers and other involved third parties to implement effective solutions
• Create and keep up-to-date user guides, training materials, procedures and working instruction on ADCs, both for the customers and the involved employees

Required Skills or Experience

• First degree in Management, Finance or Information Technology
• Minimum 2 to 3 years in a similar or related capacity
• A proven experience in the management of a Business Unit in financial services (retail banking, financial institution, mobile money operators, etc.)
• An experience in managing large digital projects (eg. Mobile Application Launch, etc.)
• Excellent leadership and organizational skills with a strong results-oriented approach
• Excellent interpersonal skills 
• Ability to find pragmatic solutions adapted to the local context