Job Title: SVP Head of Digital Channels | Business Banking Job Purpose: We are seeking a strategic and execution-driven digital leader to oversee the full digital ecosystem for Business Banking. This role owns the digital experience for SME and commercial clients — from digital onboarding and day-to-day servicing to platform partnerships, embedded finance, and next-generation digital channels. The incumbent will lead multi-disciplinary squads, shape the digital roadmap, and drive the evolution of our business banking platforms (web, mobile, API, and partner integrations). You will play a pivotal role in transforming how businesses interact with the bank, enhancing operational resilience, and accelerating digital acquisition and revenue growth.
Key Responsibilities1. Digital Strategy & Channel Ownership Define and lead the end-to-end digital strategy for Business Banking across mobile, web, API, and ecosystem channels. Develop a multi-year roadmap that enhances customer experience, drives digital adoption, and positions the bank competitively against fintech and neo-bank offerings. Ensure alignment between digital journeys, product strategy, and business priorities2. Customer Acquisition, Journeys & Experience Own the full customer lifecycle across digital onboarding, activation, servicing, and cross-sell touchpoints. Continuously optimise journeys to improve conversion, reduce friction, and enable straight-through processing. Partner with Marketing on digital campaigns that drive acquisition, engagement, and product penetration.3. Data, Insights & Performance Management Build comprehensive dashboards and analytics frameworks to track usage, engagement, adoption, drop-off, and channel performance. Use behavioural and transactional insights to guide prioritisation, product enhancements, and commercial decisions. Deliver regular reporting to senior leadership on performance, business impact, and future opportunities.4. Operational Resilience & Channel Reliability Serve as the business owner and escalation point for digital channel issues, ensuring swift triage, stakeholder communication, and resolution. Strengthen incident management processes and ensure alignment with IT, Architecture, Governance, and Cyber Security. Maintain high standards of availability, security, and regulatory compliance.5. Product Delivery, Technology Collaboration & Agile Leadership Lead cross-functional product squads responsible for delivering new capabilities across onboarding, servicing, payments, lending, and ecosystem integrations. Prioritise the backlog based on customer value, commercial impact, and strategic objectives. Work closely with Technology, Architecture, QA, Infrastructure, and third-party partners to deliver scalable and stable solutions.6. Ecosystem, Embedded Finance & API Expansion Build and scale new-age business models through Baa S, Open Banking, embedded finance, and partner platforms. Drive API-based integrations with accounting systems, HRMS solutions, fintech partners, and marketplaces. Identify opportunities to extend digital reach beyond traditional channels.7. Innovation & Continuous Improvement Champion digital-first thinking, emerging technologies, automation, AI-driven experiences, and cloud adoption. Introduce best practices from global SME digital banking, challenger banks, and fintech ecosystems. Foster a culture of experimentation, customer-centricity, and rapid delivery.
Qualifications Bachelor’s degree required; Master’s degree preferred.15+ years in digital banking, SME banking, fintech, or digital product management, with at least 5 years in senior leadership. Proven experience owning digital channels, digital onboarding, or SME/Business Banking platforms. Strong understanding of data analytics, customer experience design, and agile delivery models. Exposure to API banking, embedded finance, Baa S, or ecosystem integrations is a strong advantage.