Retail Banking - Online Portal Manager

Job description / Role

The opportunity has arisen to join a leading bank with operations lead from the UAE, through the Kingdom of Saudi Arabia, Qatar, United Kingdom and Jersey (Channel Islands) ; the business also has representative offices in India and Singapore.

Their vision is to be a globally recognized leader and provider in the financial services, and become the market leader across its core business lines and the retail banking franchise.

- 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

- Design and structure detailed processes and wireframes for implementing new products/services in the online channel
- Process re-engineering of existing processes to improve them
- Prepare business cases and secure approvals, required documents and manage the overall implementation of web projects
- Communicate with internal units about new projects specs and implications in terms of accounting, problem resolution, customer queries, processes, channel availability
- Active involvement in project launch post development completion.
- Track results of implemented projects in terms of service and sales contribution
- Propose constant improvements to online services
- Increase online customer usage and generate revenue through higher transaction volumes such as payments
- Strive to migrate transactions from higher cost channels to online generating efficiency gains
- Ensure Risk signed off for every project/ implementation/ amendment of process/ introduction of new channel
- Ensure services meet standards and adhere to regulatory requirements (internal /external requirements)
- Review SLAs with all departments
- Periodic review of processes with internal departments and 3rd party teams as applicable
- Define processes for customer complaint resolution with internal departments and 3rd parties as applicable

You must hold and have previous experience:
- 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.

You must be able to demonstrate:
- 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
- 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

About the Company

International Recruitment Executives provides a full 360’ recruitment service and takes pride in tailoring solutions to meet each individual client’s needs on a case-to-case basis.

Our service offering focuses on middle level to Senior, Director and C-suite executives across the following specialisms:

• Leisure • Hotel & Hospitality • Banking & Finance • Legal • PR & Communications • Digital & Social Media • Human Resource • Business Operation Professionals

Our range of services includes the following:

Contingency Recruitment

Using our database, network and respected relationships International Recruitment Executives can introduce you to high calibre individuals who are both active and passive within their market and industry; providing a higher level of service to our Clients and Candidates than other consultancies.

Our campaign management service delivers comprehensive support for the end-to-end management of your recruitment campaign. We devise and run a bespoke campaign dealing with the initial marketing through to selection and on boarding of the selected individuals.

Executive Search

Our dedicated sourcing team is consistently mapping the market within their specific industry and discipline enabling them to identify and select suitable candidates for your organization. We utilise a tried and tested search methodology that ensures we find the best candidate to fill your specific brief whilst also ensuring and maintaining confidentiality.

Bespoke Recruitment Projects

Our projects team is experienced in delivering bespoke project recruitment solutions. Clients utilize this service during restructures and rapid growth to alleviate pressure on their own internal recruitment teams. We work directly with our Clients by providing them with advice and dedicated support to identify the requirements of their business by taking full responsibility of the project and recruitment life cycle requirements to ensure the delivery of high quality support service