To develop customized client experience strategies across all Bank customer touch points, for the overall channels’ strategic initiatives that will be aligned to the Bank’s strategy on multi-channel framework and integration of the channels (Branch distribution, Voice branch and Agent Banking); including driving strategic direction and growth, profitability and performance.
• Develop sales strategies for the channels in line with the Segment’s Customer Value Proposition and Sales Strategy.
Drive focus on self-service electronic channels and initiatives that ensure reduced cost of service and optimal customer convenience.
• Analyze needs and challenges of diverse sales, service and operational groups to ensure that focus is targeted on those activities that drive the most fundamental change and that align to key strategic and tactical changes led by other business units.
Assess existing process tools against changing business needs; in order to identify gaps and act as the business approval point for day-to-day process issues and clarify operating model and accountabilities with business heads.
• Contribute to the ongoing development and maintenance of the Control Framework, establishing standards and controls and maintaining product governance and policies to ensure regulatory requirements are met and to optimize and sustain the distribution channel operations and achieve business objectives.

Qualifications
• A Bachelor’s Degree/First Degree in Business Studies, IT or a related field from a recognized university
• 5-7 years’ experience with understanding of cross functional business initiatives and how they interact, exposure to process redesign methods; understanding of process modelling, analysis and simulation tools.
• Previous experience in banking or financial services
• Experience in developing business requirements, developing instructional and procedural documentation and presentations

Additional Information
Behavioral Competencies:
• Developing Strategies
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Generating Ideas
• Making Decisions
• Producing Output
• Team Working

Technical Competencies:
• Banking Process & Procedures
• Project Management
• Customer Reception and Channeling
• Customer Understanding (Consumer Banking)
• Financial Acumen
• Operational Planning
• Product and Services Knowledge
• Risk Management