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Senior Manager, Digital Channels at

3 months ago

Nairobi, Nairobi Area, Kenya Absa Bank Limited Full time
Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited.

Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.

Job Summary

Understand the capability and potential of the digital unit and ensure delivery and drive efficiency, recognise and manage environment inefficiencies.


Job Purpose:


Reporting to the Head of Digital Banking, the role holder will oversee development, management, and optimization of digital channels to enhance superior customer experience while increasing user stickiness.

Role holder will focus on creation of seamless, user-friendly digital experiences that enhance customer satisfaction while driving user engagement, and revenue optimization through seamless, personalized interactions across all digital touchpoints.

Key Accountabilities
Product Management 50%

Manage channel feature development end-to-end; provide guidance and feedback to Channel Managers, Engineers and ensure everyone is aligned.
Be the voice of the customer in the channel development process.
Develop use cases documentation, Mock-ups for proposed customer journeys.

Collaborate with other Managers in Customer Management, Operations, Portfolio Management, Data science and Engineers in cross-area features to build products.

Drive teams to acquire necessary data in order to back assumptions, show value, and drive prioritization.
Identifying opportunities for new channel development and enhancement in line with the in-country strategy.
Own the channel development and implementation process in-country.
Review local channel legal and regulatory assessments completed by the Channel Managers.
Review channel income analysis prepared by the Channel Managers and present to the local leadership.
Management of Committee and Emerging Markets channels team.
Review a customer satisfaction surveys to identify channel issues. Create action plans and implement changes to address such issues.

Build relationships with internal service providers including Marketing, Communications and Operations and ensure that service level agreements are implemented and maintained where appropriate.

Governance and control 30%

Review monthly tariff reports prepared by the Channel Managers with particular focus on errors and deviations. Ensure action plans are implemented to address such issues.
Review notices for submission to local government, regulators, and customers prior to their distribution.

Liaise with the Operations on any major processing issues directly linked with the channel design or the channels through which the products are distributed.

Assign snap checks to team members. Collate the results and ensure the remediation action items are implemented. Report any major failures to the Retail Director.

Ensure that the team complies with all Absa policies and procedures, including Health and Safety, by conducting regular team briefings on the subject.

Own and manage the business continuity management plan for the Product team. Ensure that bi-annual tests take place and that any failures are reported.

Report incidents or risk events on the bank's OpVantage system as required and ensure that proper escalation takes place.

Ensure that team members abide by required project governance standards for implementation of new products or launch of new distribution channels.

Business Management 20%

Participate actively in the local ALCO (Asset and Liability Committee) meetings, advising on the most appropriate interest rate strategy for each product, covering balance sheet and income impacts.

Contribute ideas for alternative product strategies to manage the Asset and Liability Book.

Continuously review the local basis for customer segmentation and recommend suitable product activity to target and sustain viable and profitable segments in line with the stated Retail strategy in country.

Monitor and provide feedback to Emerging Markets Retail Management on local competitor product activity and pricing.

Requirements
Qualifications

Relevant University Degree

Preferred Experience

At least 8 years' work experience, 3 of which should have been in a similar capacity with a proven track record.

4 years of Channel Management experience (i.e. creating strategic channel roadmap(s) from conception to launch and working with cross-functional teams).
Experience driving the product vision, go-to-market strategy, and design discussions.
Knowledge of multiple functional areas such as Product Management, Engineering, UX/UI, In-depth understanding of the various mobile banking platforms
In-depth understanding of Financial Technology (Fintech).
Maintain up to date knowledge of competitor and local market activity.

Technical Competencies

Adept at qualitative customer interviewing. Familiar with prioritization frameworks like RICE to organize opportunity backlogs.
Capable of deriving key insights and patterns from customer interviews and using that input to clarify problem statements.
Proficient at story mapping, to break epics down into smaller product features issues.
Proficient at collaborating with Design on prototypes to bring potential solutions to life.
Excellent at breaking epics and issues down into MVPs. Deep familiarity with digital products and the relevant product domain(s). Deep understanding of digital business product and technology architecture, APIs, and tech stack.
Excellent customer journey mock up skills with domain expertise in material design and Cupertino design standards.
Excellent use case development skills.
Able to ensure activities are consistent product business models. Can balance build, buy and partner options for solving customer problems. Can identify new market opportunities & author business cases, as well as forecast the approximate benefits of new features.
Solid presentation skills at all levels of the company. Appropriately influences & persuade others to a course of action.
Aligns team with larger digital business product vision and goals.

Able to translate and align strategy in a meaningful way for team, building a shared understanding of team goals and targets.

Uses situational leadership techniques to provide appropriate level of guidance and latitude to team members. Adept at caring personally for team members and providing candid real-time feedback.