LOCATION: Head Office
REPORTS TO: Head of Alternate Channels & Cards

Job Purpose
Actively undertake execution of the alternate channels & cards strategy in line with the regulatory framework to drive adoption of the products, foster channel utilization and business growth goals through innovation, superior relationship management, various sales initiatives, monitoring and support of the channels

Key Responsibilities
• Management, monitoring and development of existing alternate channels: ATMs, Website, Internet Banking, Mobile banking, USSD, Wallets, Chat Banking, etc.
• Management of customer communications on alternate channels.
Production and building of strategic relationships that will give the bank a prominent brand name in the market.
• Management and development of new alternate channels.
• Responsible for project governance & control.
• Frequently monitor competitor landscape and take action to keep the bank ahead of competition. Apply need-based product development and selling approach through the channel programs.
• Ensure TCF principles are embedded in all the channel and portfolio actions.
• Continuously review E2E processes to ensure customer experience is good making I&M the banking partner of choice.
Implement governance, risk, compliance and controlling line with group policies.
• Adhere to standards, legal and regulatory, in accordance with the group guidance.
• Implement and maintain a coaching and training program for the branch/sales colleagues.
• Lead and direct staff to achieve business objectives.
• Understand technical/regulatory matters affecting the business. Ultimate responsibility for the continuing compliance.
Ensure Governance, Compliance, Risk and Control are implemented and adhered to meet the set standards. Staff at all levels to be clear on what is expected of them. Any new regulatory or Group requirements are implemented and reviewed in a timely fashion.
• Carry out business risk assessment and institute controls to mitigate the risks, monitor compliance and safe operations of the channels.
• Closely monitor the market for dynamics on customer behaviour, competition, policies and regulations.
• Innovation to address new business opportunities and/or improve processes.
• Any other responsibility as & when assigned by the competent authority of the bank from time to time.

Minimum Education Qualification & Experience
Bachelor in a business or IT related discipline.
• Minimum 3 years’ experience in banking and/or financial services.
• Exposure to alternative digital banking channels, product development, sales and operations.
• Good written and oral communication skills
• Team player that motivates and educates others.
• Projects and stake holder’s management.
• Good overall knowledge of the remittance industry.
• Good overall knowledge of the agent banking industry.
Good understanding of card operations and products.
• A good understanding of card systems, processes, and procedures

Key Required Competencies (Knowledge, Skills & Abilities):
Uptake and utilization of the bank’s various digital platforms
• Ratio of digital transactions to transactions through the branch.
• Revenue generated.
• Operational efficiencies