Integration Manager for Retail Banking / Multichannel & CRM

Job description / Role

The key responsibilities of MCM unit are:
- The Multichannel & CRM unit (MCM) responsible for developing and managing all direct/digital channels and related frontend platforms across all retail banking distribution channels, ensuring convenient access, high availability and consistency of information amongst them. These channels include Online, Mobile, SMS, ATMS/CDMS, Call Centre Inbound, IVR and e-Statements, on top of CRM which is widely used by branches and DSF as well as by a number of internal bank users in Tanfeeth and central units.
- Using different technologies and systems MCM unit provides extended service to retail banking customers prolonging the bank’s working hours to a virtual 24/7, whole year round, generating more than 50 million transactions and AED 120 billion of dirhams, evidencing a double digit growth YOY, on top of which CRM adds another 3-5M transactions yearly.
- MCM also unit supports the Operational CRM related, managing and developing the platform, generating an extra 4-5M transactions yearly, alongside with all the execution of multichannel campaigns through a dedicated e-business team.
- In addition, MCM is also responsible for generating fee income through electronic payments and sales generated through direct channels actively contributing to the overall retail banking business
- Under GM RB guidance, MCM plays a strategic and instrumental role as part of Retail Banking Leadership Team, positively impacting operational efficiency and transactional costs by changing customer behavior towards electronic channels, creating cross sell opportunities and converting them into sales and revenues, while maintaining all channels fully operational and available for customers.
- Inherently, MCM is expected to drive and deliver innovation bridging channels, products, segments, exploring advances in technology, contributing strengthen CLIENT’s value proposition and leadership in the market

Job Description
- Leading the reengineering of existing product/service processes to improve the customer experience or to introduce additional services and specify ways to enhance processes which will turn the current online solution into a world-class platform
- Rethinking of existing processes and new processes that would add importance to the bank’s online proposition to deliver more value to the customers and to achieve dramatic improvements in online product sales
- Creation of detailed business processes, flows and wireframes for new products considering different user scenarios in online channel projects in sync with best practices and the latest solutions in the world.
- Lead online projects as the business owner and ensure understanding of business requirements among all stakeholders, track the project implementation process, manage the UAT stage and deliver the project with maximum quality.
- Understanding the needs of the digitally connected customers, keep up-to-date with current and future online trends and adding new value-added services and transactions that are in demand by customers and aid in the migration to online channel.
- Knowledge and understanding of lean process practices and processes designed on global best practice websites
- Have a deep understanding of banking products, services and processes.
- Coordinate all stakeholders including design agency, product teams, IT, Risk and legal teams and collaborate with them to drive the solution through delivery.
- Ensure quality and execution of processes within business process objectives by working closely with teams involved in the project
- Track the results of the product/service processes including the application completion rate by the customer and drop off points and make the necessary changes in the flow to ensure a flawless customer journey
- Establish and maintain customer journey consistency across all online processes
- Keep processes under continuous review to identify gaps and risks and develop appropriate contingency plans
- Liaise with IT, external vendor (if any), testing resources, and service level agreements.
- Provide product documentation and training to call centre and branches, and serve as the subject matter expert concerning the designated product and/or product line.
- To continuously develop new features that will source new leads/sales and move from service to sales oriented channel
- To work closely with different business lines, including products, segments, distribution, marketing and other support units, understand their needs and reflect them into the online channel
- To liaise with different external parties as and when required in alignment with business strategy
- To contribute to improve the penetration of this channel in line with departmental targets
- Manage a team of digital project leads
- Previous online channel/portal management experience is required.

Requirements

- Bachelor’s degree in business field is preferred.
- Professional business qualification would be a plus
- Minimum 7 years of relevant work experience is required in product development for online channel
- Business Consultancy background is preferred
- Knowledge and understanding of banking products, services, processes and distribution related matters exposure as a preference
- Proven success working in a fast paced environment with shifting priorities while managing tactical and strategic deliverables, and ability to concurrently manage multiple projects and timeframes.

Knowledge & Skills
- Solid analytical, critical and creative problem solving skills with an understanding of electronic delivery channels and how to utilize them to meet business goals is required.
- Innovation – ability to think out of the box in developing solutions
- Strong communication skills
- Industry awareness
- Financial and budget understanding – ability to develop and communicate product development business cases using financial models
- Exposure to project management
- Strong business focus
- Attention to detail
- Proactive and takes initiatives
- Strong planning skills

Behavioral Competencies
- Good computer skills and proficient in Excel and PowerPoint
- Excellent verbal and written communication skills necessary to prepare comprehensive reports; make presentations and communicate with all levels of Bank management.
- Team spirit, Achievement Orientation, Organized

Personal Profile
- Age: 25-35 yrs

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.