Head of Alternative Channels

Job description / Role

The successful candidate will be responsible for overseeing all the activities of the Alternative Channels team and ensure implementation of the Consumer Banking Strategy and supporting the overall business target achievement. This also includes credibly using technology to construct customer opinions and enhance their experiences when executing basic banking services.

Key Responsibilities

Ensures optimal availability of e-banking channels and call center services;
Takes responsibility for assessing, possibly redesign and implementation of Alternative Channels strategy in line with Consumer Banking Groups overall business goals;
Supports the Head of Sales and Distribution in the delivery of the overall Channel strategy and ensures collaborative relationships exist within the Channels;
Takes ownership to continuously improve the e-banking and Call Center offerings to maintain the banks competitive advantage and champions process re-engineering across the various Channels to ensure efficiency and effectiveness improvement;
Ensure the constant migration of customers from traditional channels to self-service channels and provides performance metrics to measure and enhance productivity in migration activities;
Takes ownership to ensure data integrity and information security through effective process management and the strict adherence to quality assurance, this includes overseeing action plans to address control issues as identified through compliance and audit evaluations; and
Identify and develop successors within the Alternative Channels areas to ensure continuity and maintain good people development practices.

Requirements

The successful candidate should at least have a relevant University degree in Business, Banking or Information Technology from a recognized institution and a post graduate qualification in the form of Masters or MBA would be an advantage;
At least 12 to 15 years of related experience with a minimum of 4 to 6 years in a similar position within Banking or related services;
Proven track record of managing diverse teams, specifically call centers and technology driven areas;
Capable change manager who can influence outcomes and re-engineer processes and manage a diverse team of specialists; and
Bilingual skills in Arabic and English would be preferred.

About the Company

Mackenzie Jones Middle East has decades of recruitment expertise in various industry sectors. Along with a deep understanding of key market sectors and regions, we never forget to treat clients, companies and candidates as individuals who have unique needs.

So we always listen, constantly learn, occasionally challenge and frequently advise. Its all part of a service renowned for its courtesy, consideration and dedication. Based in Dubai since 2006, our office covers the GCC and Levant countries and with the right regional expertise, we are the leading specialists.

Were growing rapidly because people appreciate our honesty, commitment and results.