Digital is a critical platform for FAB and is positioned as our strategic go-to channel for all day to day customer related interaction. The role holder will have exceptional experience in delivering outstanding Digital Customer Experiences in Financial Services.

The Digital Lead is responsible for the defining and delivering the Digital experiences for our PBG customer base.

This person must have an ability to keep up with the latest Digital techniques, while helping team members and the business better understand Digital. The role holder must communicate progress to their team and communicate market changes in the Digital & Digital landscape to their respective business customers to enhance their understanding of the Digital opportunities.

The role holder will manage all design and development initiatives associated with any Digital journeys, including the delivery of any Digital utilities required to service the end to end journey.

The ideal candidate will have 10+ years experience in driving technical organizational and transformational change in a large region or global organization.

The role holder will also have proven experience of leveraging data to create engaging user experiences and help determine the implementation prioritization of various digital transformation solutions

Key Accountabilities

Strategy Development and Implementation

Develop and direct the implementation of an integrated multi-channel strategy that combines all channels and technologies for personal banking, in collaboration with the Group Head of Digital Channels, Head of Segments, and Head of Distribution, and execute tactics in support of the strategies to increase reach and utilization of all digital delivery systems and to enhance customer experience. Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the Group. Ensure the provision of subject matter expertise for the assigned domain and provide counsel to the Group leadership on all related areas to facilitate the achievement of the Group’s strategy and functional strategies

Leadership

Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximize performance. Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements. Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

Budgeting and Financial Performance

Oversee the consolidation and recommend the functional budget and monitor financial performance versus the budget so that the business is aware of anticipated costs/revenues, areas of unsatisfactory performance are identified, and potential areas of cost reduction or performance improvement opportunities are capitalized upon.

Policies, Systems, Processes & Procedures

Develop and lead the implementation of the digital channel functional policies, systems, processes, procedures, and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Channel Management

Manage the development and utilization of best-in-class platforms for the website, online banking, Digital banking and digital banking in collaboration with the IT department, and support in digital and technology transformation aspects while providing technical expertise in order to enable effective channel management and robustness of delivery platforms. Drive channel migration through development of new features, robust delivery infrastructure and effective marketing campaigns in order to maximise the use of the most efficient channel thus generating revenue. Manage and optimize ATM network in consultation with the Group Head of Digital Channels , in order to ensure the ATM network are continuously up and running, and customer experience and satisfaction levels are high.

Market Intelligence

Keep abreast of the digital channels market intelligence and trends in personal banking, and provide inputs to make improvements in customer service delivery as well as relevant policies and processes, in order to develop a holistic view on how it will affect customer experience and expectation in the future. Identify areas of development and innovation to existing and new digital channels (internet, Digital, SMS, wearable, digital TV) and broaden the overall e-channel service offering to enhance e-channel services.

Channels Performance Management

Formulate Key Performance Indicators (KPls) and metrics for digital channels for personal banking, in order to assure a customer centric approach to digital delivery (including outbound contact centers). Oversee the overall performance of all Personal banking digital channels, against set of objectives through regular follow up of periodic result (daily, monthly, quarterly, and annually) through coordination with respective team members, in order to achieve service quality and compliance targets, and drive customer excellence.

Relationship Management

Manage key relationships with the Group’s internal and external customers (including strategic third parties including vendors, providers, technology platforms etc.) for digital channels related work to improve the Group’s digital content and ensure that these relationships continuously support the achievement of the personal banking strategy.

Change Management

Lead the identification of opportunities for continuous improvement and sustainability of the online Digital Programes, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

Ensure that all reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.

Specific Accountability

Strategy

Lead the Digital Innovation and Optimization roadmap Drive a Digital First Digital experience which clearly differentiates FAB across the region In collaboration with IT, provide direction and input on Digital Security solutions Define and Deliver innovative, contextual personalized Value Added Messaging across the Digital Platforms Stay up-to-date with digital technology developments Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate

Leadership

Motivate and inspire the Digital and wider teams to achieve their goals Collaborate with agencies, fin-techs, government sectors and other vendor partners to bring new & innovative solutions into the bank Liaise with IT, Group Digital and PBG internal teams to ensure aligned cohesive strategies

Performance

Deliver flawless execution of Digital initiatives Ensure detailed project plans are in place with measurable KPI’s for all Proactively identify and mitigate project risk, and expeditiously resolve project issues Identify trends and insights, on Digital Customer journeys to position as Market best in class Regular stakeholder meetings with the x-functional delivery teams to track progress of all in-flight initiatives Provide senior management reports on project status, identifying mitigating options to keep on track Manage any delivery budgets, staying on budget, estimating monthly costs and reconciling discrepancies Pro-actively identify opportunities to drive increased Acquisition across all Digital channels