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Job description / Role
Customer Migration to Direct Channels
- Customer Adoption of channels
- Channel Usage
- Channel Profitability
- Revenues from Channels
Customer Experience Score
- Develop and propose strategy for Direct channels [ i.e. Self Service ( ATM/ CDM) Online , Smart Phone Apps, e-statements, SMS ) ; Strong focus on development, enhancement & profitability
- Lead all initiatives for Direct Channels (i.e. marketing, branding, advertising, promotions and campaigns) to promote channel adoption, channel usage & channel affinity.
- Identify and drive opportunities for channel enhancement ( leveraging new & disruptive technology solutions )
- Drive customer / transaction from high cost branch and manual transactions to Direct Channels with the objective of reducing the cost of service delivery bank wid. for Customer migration, channel usage, business development, Projects for ongoing channel enrichment and enhancement.
Channel Performance & Business Optimization
- SLA performance
Channel Availability
- Performance against KPIs
- Drive day to day functions with strong emphasis on efficient and uninterrupted services across Channels.
- Recommend channel improvements & enhancements (i.e. new features, functions, ideas, & technology) which positively contribute to superior customer experience.
- Actively monitor SLAs with third party service providers and drive channel performance to ensure Channel availability / service uptime is high and being met consistently.
- Ensure continuous and ongoing analysis to identify opportunities to grow customer migration, improve usage & generate healthy revenues & fee income.
Team Performance
- Performance against KPIs
- Develop unit goals and performance measures to align with the overall Retail Business objectives and targets.
- Responsible for interpreting, communicating, and ensuring the ongoing execution of strategic and tactical initiatives.
Satisfactory Internal & External Audit Scores
- Team Productivity
Seamless execution of projects
- Establish, develop and implement Policies & Procedures related to all areas of Direct Banking Channels.
- Identify, propose and implement improved processes and procedures to ensure that the team delivers quality and efficient services to internal and external customers.
- Coordinate with different business units, i.e. Technology , Product Development, Branches and Operations to enhance service offering on channels and operational procedures
- Ensure all compliance and regulatory requirements are met in the development and operation of Direct Channels
- Ensure adequate controls are in place to track and monitor all Regulatory & compliance mandates.
Requirements
Experience
- Past experience in Multi-channels (at least 5 years) and Self Service banking ( 3 years ) Business or Technology
- Past team management experience (at least 5 years)
- Experience in managing external partners
Knowledge & Skills
- Technical
- Managerial
- Written and oral communications
- Team Management
- Negotiation skills
Behavioral Competencies
- Thinking Related
- People Related
- Self Related
- People Skills
- Analytical ability
About the Company
The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.
Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.