Job closed
Ref: HP905-551
Job description / Role
Job Purpose:
• To manage the development and execution of innovative digital channel strategy for Personal and SME Banking
Principal Accountabilities:
• Oversee VoC input across channels and identify/recommend opportunities and improvements towards increasing channels NPS, across touchpoints including mobile, online and chatbot
• Work closely with the Personal Banking Channels Delivery team for the translation of customer inputs into concrete deliverables that get timely tracked and released
• Support in defining and developing digital channel strategies, identifying customer & servicing needs, and revenue opportunities
• Manage channel strategy in order to increase the Bank's market share, utilising self-service banking technology/products/services to expand the Bank's geographic reach and customer base
• Manage 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
• Work with products /segment heads on business ideas/solutions and business requirements to support new product / channel enhancements and coordinate with IT SPOC to translate these into project deliverables
• 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 further explore channel opportunities
• Provide input into product development from experience and information gathered from sales support engagements
• Support the digital development and promote innovation & ideas across the business, digitalize operational processes and systems, drive and manage overall platform performance
• Work closely with the Customer Excellence unit to timely assess customer complaints/feedback for suggesting fixes/solutions and ensuring delivery of same
• Support in the design /definition of customer on-boarding journeys from acquisition, retention to reactivation
• Support the development of PBG wide digitization infrastructure encompassing new business origination, customer digital on boarding, customer servicing, enhancing digital adoption and experience
• Communicate products, delivery channels updates, ensuring clear understanding of our product capabilities across various customer touchpoints, including sales, relationship managers, implementation, etc.
Requirements
Education and Experience
• Bachelor's degree or equivalent
• Minimum overall 10-15 years of experience gained from Digital Banking, Digital Transformation, FinTech, Mobile Banking or Financial Services
• Experience in Project Management
• Experience in managing stakeholders and influencing product delivery
About the Company
In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.
Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.