JOB DESCRIPTION / ROLE
Chief Digital Officer (Retail Banking) - UAE Bank
The Head of Digital Banking (CDO for Retail Banking) oversees the Group's digital strategy for Personal banking, focusing on multi-channel delivery (online and mobile banking). They ensure quality service, address customer feedback and complaints promptly, and boost cross-selling to improve process efficiency and digitization in transactions.
Development and Execution of Strategic Plans:
- The role involves developing and implementing a comprehensive multi-channel strategy for personal banking, in collaboration with key stakeholders, to enhance digital delivery systems and improve the customer experience.
- It also includes aligning functional strategies with the Group's vision and mission and providing expertise and guidance to the Group leadership to achieve strategic goals.
- Involves effective leadership, setting individual goals, managing performance, and motivating teams.
- The leader is also responsible for talent development within the function, collaborating with experts to meet business needs.
- Additionally, they must serve as a role model, promoting adherence to organizational values and ethics to foster a value-driven culture within the bank.
Financial Planning and Performance Management:
- Supervise the compilation and proposal of the functional budget, and continuously track financial performance against the budget.
- This ensures the business remains informed about expected expenses and income, identifies underperforming areas, and leverages opportunities to reduce costs or enhance performance.
Policies, Systems, Protocols, and Methodologies:
- Formulate and spearhead the implementation of policies, systems, processes, procedures, and controls for the digital channel function.
- Ensure compliance with procedural and legislative requirements while delivering a consistent, cost-effective, and high-quality service.
Management of Digital Channels:
- Lead the development and use of top-tier platforms for websites, online banking, mobile banking, digital banking, and contact centers, collaborating with IT.
- Support digital transformation with technical expertise for effective channel management.
- Promote channel migration through new features, infrastructure, and marketing to boost revenue.
- Manage inbound and outbound call centers for all personal banking segments, ensuring quality service, and compliance with standards, and SLAs.
- Stay updated on market intelligence and trends in personal banking's digital channels.
- Offer insights to enhance customer service, policies, and processes, considering their impact on future customer expectations.
- Recognize opportunities for innovation in existing and new digital channels (internet, mobile, SMS, wearable, digital TV) to expand the e-channel service and improve overall e-channel offerings.
- Proven expertise in retail/consumer banking in the capacity of Chief Digital Officer or similar role
- At least 15 years of experience in the banking domain, gradually assuming greater management responsibilities within the digital channels
- MBA or Master's from top academic institutions
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