Head of Digital Retail Banking

Job description / Role

Our client, a leading bank in the GCC, is known for its strong financial performance and global network. They offer diverse financial services and are committed to innovation and sustainability. The role involves leading the digital delivery strategy for personal banking, focusing on multi-channel integration, service quality, customer feedback, and enhancing digitization.

RESPONSIBILITIES

• Develop and implement an integrated multi-channel strategy for personal banking, in collaboration with relevant heads.
• Align functional strategies with the Group’s vision and mission.
• Provide subject matter expertise and strategic counsel to Group leadership.
• Set individual objectives, manage performance, and develop the team to achieve functional goals.
• Lead talent development initiatives and ensure the availability of skilled professionals.
• Uphold and promote organizational values and ethics within the team.
• Oversee the functional budget, monitor financial performance, and identify areas for cost reduction and performance improvement.
• Develop and implement digital channel policies, systems, processes, and procedures to ensure compliance and quality service delivery.
• Manage and develop digital platforms (online banking, mobile banking, etc.) in collaboration with IT.
• Drive channel migration through new features, robust infrastructure, and effective marketing.
• Oversee inbound and outbound call centers to ensure high service quality and compliance.
• Stay updated on digital channel trends and provide insights for improving customer service delivery.
• Identify opportunities for innovation and enhancement of digital channels.
• Formulate and monitor KPIs for digital channels, ensuring a customer-centric approach.
• Oversee performance against objectives through regular follow-ups and reports.
• Manage relationships with internal and external stakeholders to enhance digital content and support personal banking strategy.
• Lead continuous improvement initiatives in functional systems, processes, and practices.
• Ensure timely and accurate preparation of functional reports that meet Group requirements and quality standards.

• Minimum of 15 years in digital banking, with prior executive-level experience leading innovative and successful business segments or units.
• Strong understanding of current digital technologies and their application to consumer banking.
• Proven leadership skills with the ability to develop and motivate a team.
• Budget management and financial performance monitoring.
• Expertise in developing and implementing policies, systems, and procedures.
• Strong relationship management with internal and external stakeholders.
• Innovative, creative, and commercially driven. Effective change management skills.
• Excellent communication and reporting abilities.
• Relevant degree in business, finance, or a related field. Advanced degrees or certifications in digital banking or related areas are preferred.

About the Company

Grantrow Middle East is positioned to redefine your recruitment needs with the rapidly growing economy and evolving job market. We present tremendous opportunities across the Gulf that cater to the diverse needs of both job seekers and employers. With a strategic focus on connecting top-tier talent with leading employers, we are a premier platform for candidates and companies seeking skilled professionals in the region with a proven track record on an international scale.

Grantrow Ltd, headquartered in the UK, offers a wide range of customised solutions to meet your business requirements from HR, recruitment and payroll services. Our services are designed to enhance your business’s efficiency in a flexible and scalable way, whether you require a dynamic staffing solution or a complex HR system tailored to your business needs.