Job Purpose:

To lead the development and execution of Digital Channels Strategy for Payment, Liquidity and Cash Management, Trade Finance.

Principal Accountabilities:

Digital Channels - Strategy to Execution

• Drive defining and developing digital channel strategies, identifying customer & servicing needs, and revenue opportunities
• Drive the implementation of channel strategies for target customer segments to achieve effective channel use, sales and customer satisfaction targets, operational efficiency and a seamless product and relationship experience for customers
• Develop of business cases and business requirement to support new product / channel enhancements.
• Conduct on-going reviews and analysis of market research and feedback surveys, and keeping abreast of Fintech industry trends, digital products landscape and regulatory development
• Interact closely with other product streams as well as different relevant internal and external parties to drive the transformation and maintenance of Channels
• Lead the design and management of customer on-boarding journeys from acquisition, retention to reactivation.
• Demonstrate deep knowledge of product features across Payments, Cash & Liquidity Management, and Trade Finance
• Provide input into product development from experience and information gathered from sales support engagements
• Be the Business lead for TBG Transformation Programme, closely coordinate with program stakeholders, and report to SteerCos for decision making and issue resolution
• Develop TBG customer delivery channels (Payments, Receivables and Trade) and products to align it with the strategic intent of the Bank to maximize growth and value and be a leading bank in Transaction banking.
• Ensure training of channels to TBG Products, Sales and WBG Sales within the organization.
• Communicate products, delivery channels updates, ensuring clear understanding of our product capabilities across various customer touchpoints, including sales, relationship managers, implementation, etc.

Channels Analytics & Marketing
• Lead the Channels Analytics and drive the monthly monitoring of Digital Health Score
• Define and lead marketing campaigns supporting the drive towards default digital

Team Management
• Display strong leadership skills and create an inspiring team environment driving Collaboration, Ownership, Excellence and Delivery as core values across a team of different seniority and mixed capabilities
• Set clear expectations across the team in terms of roles, responsibilities and deliverables
• Manage the performance of Digital Channels Managers, on a day to day basis, responsible for the deployment of the overarching WBG Transformation Program and the delivery of key project activities (e.g. requirements gathering, design workshops, testing phase, training and change management)
• Monitor the KPIs of team members, provide guidance / coaching and identify any training needs
• Oversee the projects activities progress and quality assigned to the Channels managers, facilitate decision making and drive accountability for a timely delivery