KEY RESPONSIBILITIES:

Strategic Leadership

• Develop and execute the bank’s Digital Financial Services strategy aligned with overall corporate objectives.
• Lead digital transformation initiatives across channels including mobile banking, internet banking, agency banking, cards, and emerging platforms.
• Identify new digital business opportunities, partnerships, and revenue streams.
• Drive innovation to maintain competitive advantage and market leadership.
• Champion a customer-centric digital culture across the bank.

Governance and Risk Management

• Ensure there is a robust governance framework for all digital services.
• Ensure compliance with regulatory requirements, internal policies, and industry standards.
• Oversee digital risk management including cyber security, fraud prevention, data protection, and operational resilience.
• Ensure effective controls across digital operations and third-party relationships.

Product Development and Innovation

• Lead end-to-end lifecycle management of digital products and services.
• Oversee design, development, testing, launch, and continuous improvement of digital solutions.
• Drive adoption of emerging technologies such as fintech integrations, APIs, artificial intelligence, and digital payments.
• Ensure products meet customer needs, usability standards, and commercial objectives.

Business Growth and Performance

• Deliver growth in digital transactions, customers, revenues, and market share.
• Establish KPIs and performance dashboards for digital services and products.
• Monitor profitability and return on investment of digital initiatives.
• Build and manage strategic partnerships with telecoms, fintechs, payment networks, and technology providers.
• Lead negotiations and commercial arrangements with partners.
• Expand the Bank’s digital ecosystem to support payments, lending, savings, and lifestyle services.
• Manage and drive business delivery across all delivery channels (ATM, Internet banking, mobile banking, merchant acquiring, E commerce, cards, Money transfer services, etc.) to achieve business targets.

Customer Experience and Service Excellence

• Ensure seamless, secure, and reliable digital customer journeys.
• Oversee service availability, uptime, and incident management.
• Use data and analytics to improve customer engagement and personalization.
• Address customer complaints and service gaps related to digital channels.
• Carry out competitor’s survey to guide development of pricing strategies, product development and customer service programs.

Team Leadership and Capability Building

• Build, lead, and motivate a high-performing multidisciplinary digital team.
• Develop talent, succession plans, and specialist skills in digital banking.
• Promote collaboration across business units, IT, risk, and operations.
• Drive digital financial service products for the bank.
• Coordinate and drive new sales and product penetration across branch network (Sales Stimulation).
• Facilitate product development and drive utilization of the same in order to achieve business targets.

DAILY RESPONSIBILITIES:

• Responsible for supervising growth of digital financial services
• Responsible for managing customer recruitment and activation of customer in the channels banking
• Managing and guide digital financial services team on handling issues and supporting customers
• To ensure quality service to Customers and managing Customer complains is done in a professional and within minimum time.
• Manage and supervising digital financial services projects to ensure are delivered and complied with procedures and policy.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

Particulars Detail Specific Field or Qualification Need Type[1]

• Education Bachelor’s Degree Bachelor in Banking/Finance/Marketing/IT or equivalent RQ
• Professional Qualifications IT background AA
• Master’s Degree Business Administration AA

Experience

Total Minimum No of Years’ Experience Required

7

Detail Minimum No of Years Need Type[2]

Experience Area 1 (Channels support) 5 ES

Experience Area 2 (Customer support) 5 ES

Experience Area 3 (Banking Ops) 5 DE

Experience Area 4 (Digital Banking) 5

• Develop and execute the bank’s Digital Financial Services strategy aligned with overall corporate objectives.
• Lead digital transformation initiatives across channels including mobile banking, internet banking, agency banking, cards, and emerging platforms.
• Identify new digital business opportunities, partnerships, and revenue streams.
• Drive innovation to maintain competitive advantage and market leadership.
• Champion a customer-centric digital culture across the bank.
• Ensure there is a robust governance framework for all digital services.
• Ensure compliance with regulatory requirements, internal policies, and industry standards.
• Oversee digital risk management including cyber security, fraud prevention, data protection, and operational resilience.
• Ensure effective controls across digital operations and third-party relationships.
• Lead end-to-end lifecycle management of digital products and services.
• Oversee design, development, testing, launch, and continuous improvement of digital solutions.
• Drive adoption of emerging technologies such as fintech integrations, APIs, artificial intelligence, and digital payments.
• Ensure products meet customer needs, usability standards, and commercial objectives.
• Deliver growth in digital transactions, customers, revenues, and market share.
• Establish KPIs and performance dashboards for digital services and products.
• Monitor profitability and return on investment of digital initiatives.
• Build and manage strategic partnerships with telecoms, fintechs, payment networks, and technology providers.
• Lead negotiations and commercial arrangements with partners.
• Expand the Bank’s digital ecosystem to support payments, lending, savings, and lifestyle services.
• Manage and drive business delivery across all delivery channels (ATM, Internet banking, mobile banking, merchant acquiring, E commerce, cards, Money transfer services, etc.) to achieve business targets.
• Ensure seamless, secure, and reliable digital customer journeys.
• Oversee service availability, uptime, and incident management.
• Use data and analytics to improve customer engagement and personalization.
• Address customer complaints and service gaps related to digital channels.
• Carry out competitor’s survey to guide development of pricing strategies, product development and customer service programs.
• Build, lead, and motivate a high-performing multidisciplinary digital team.
• Develop talent, succession plans, and specialist skills in digital banking.
• Promote collaboration across business units, IT, risk, and operations.
• Drive digital financial service products for the bank.
• Coordinate and drive new sales and product penetration across branch network (Sales Stimulation).
• Facilitate product development and drive utilization of the same in order to achieve business targets.
• Responsible for supervising growth of digital financial services
• Responsible for managing customer recruitment and activation of customer in the channels banking
• Managing and guide digital financial services team on handling issues and supporting customers
• To ensure quality service to Customers and managing Customer complains is done in a professional and within minimum time.
• Manage and supervising digital financial services projects to ensure are delivered and complied with procedures and policy.

• Digital transformation
• Mobile banking
• Internet banking
• Agency banking
• Cards
• Emerging platforms
• Business development
• Partnership management
• Revenue generation
• Innovation
• Customer-centricity
• Governance frameworks
• Regulatory compliance
• Risk management
• Cyber security
• Fraud prevention
• Data protection
• Operational resilience
• Product lifecycle management
• Product development
• Product launch
• Emerging technologies
• Fintech integration
• APIs
• Artificial intelligence
• Digital payments
• Business growth
• Performance monitoring
• Profitability analysis
• Return on investment (ROI)
• Strategic partnerships
• Negotiation
• Commercial arrangements
• Digital ecosystem expansion
• Business delivery
• Customer experience
• Service excellence
• Customer journeys
• Service availability
• Uptime management
• Incident management
• Data analytics
• Customer engagement
• Personalization
• Customer complaint resolution
• Competitor analysis
• Pricing strategies
• Team leadership
• Talent development
• Succession planning
• Collaboration
• Sales stimulation
• Product penetration

• Bachelor’s Degree in Banking/Finance/Marketing/IT or equivalent
• IT background (Professional Qualification)
• Master’s Degree in Business Administration