Duties and Responsibilities
DIGITAL CHANNELS OEPARATIONAL PLANNING
-Executes DIGITAL CHANNELS operational plan and alternate channels initiatives through fostering timely execution of deliverables.
-Executes operational duties as per the roadmap for DIGITAL CHANNELS products developed by the line manager.
PRODUCT AND BUSINESS DEVELOPMENT
-Researches, analyses, designs and documents requirements (BRDs) for new products/ channels solutions and enhancements to existing products and services.
-Liaises with all stakeholders in the preparation of BRDs and checks that it’s in line with business requirements.
-Implements agreed digital products value proposition for identified market segments created by the line manager.
-Ensures that the Project Management Lifecycle of any given project is completed within agreed time in conjunction with the PMO.
-Identifies and recommends opportunities to drive growth in the business.
-Follows up with Technology Services in the scoping of functional specification document.
-Coordinates and participates in conducting product UAT’s and submits feedback report to the digital channels manager.
-Leads product demo at the end of the sprint; accepts or rejects work results and reports back to the manager.
DIGITAL CHANNELS OEPARATIONAL PLANNING
-Executes DIGITAL CHANNELS operational plan and alternate channels initiatives through fostering timely execution of deliverables.
-Executes operational duties as per the roadmap for DIGITAL CHANNELS products developed by the line manager.
PRODUCT AND BUSINESS DEVELOPMENT
-Researches, analyses, designs and documents requirements (BRDs) for new products/ channels solutions and enhancements to existing products and services.
-Liaises with all stakeholders in the preparation of BRDs and checks that it’s in line with business requirements.
-Implements agreed digital products value proposition for identified market segments created by the line manager.
-Ensures that the Project Management Lifecycle of any given project is completed within agreed time in conjunction with the PMO.
-Identifies and recommends opportunities to drive growth in the business.
-Follows up with Technology Services in the scoping of functional specification document.
-Coordinates and participates in conducting product UAT’s and submits feedback report to the digital channels manager.
-Leads product demo at the end of the sprint; accepts or rejects work results and reports back to the manager.
-Identifies potential partnership opportunities including new models.
-Recommends API Integrations to facilitate Open Banking and achieve an ecosystem of innovations that allow customers to access all their service needs from one banking solution
PROCESS INNOVATION, IMPLEMENTATION AND PERFORMANCE
-Keeps up to date with relevant developments, and ensures that the output of the R&D is useable in keeping up with any business changes.
-Evaluates business needs and identifies technical solutions to solve business problems utilising appropriate product or service technologies.
-Identifies gaps, potential risks and recommends interventions to the Manager.
-Provides weekly and monthly dashboard of planned, initiated and currently running process innovations and unique services.
-Monitors digital products and services utilisation levels against set standards and takes appropriate action were necessary.
-Assists in implementing digital products and value proposition for identified market segments created by the line manager.
DIGITAL CHANNELS OPERATIONS
-Prepares the test scripts and UAT's requirements for the digital products projects and ensure sign offs.
-Provides product documentation and training to call center, branches, relevant stakeholders, and serve as the subject matter expert.
-Produces mobile banking reports for regulatory and internal management submission.
-Checks and monitors digital products revenue leakages and flags any anomaly detected.
-Adopts approved procedures and process flows.
-Updates policies and procedures for digital products processes in order to ensure compliance with established standards and regulations.
-Analyze call center queries, social media reviews, and complaints and produce reports and recommendations.
-Monitor and evaluate products and services utilization levels and take corrective actions where necessary.
-Reporting for internal and regulatory requirements.
DIGITAL CHANNELS PERFOMANCE
-Performs financial analysis, monitoring of market trends, identifying new business opportunities, researching potential clients, and supports the business strategy.
-Executes initiatives to ensure usage, profitability and growth of all digital products.
-Tracks revenue, acquisition, usage, retention and related KPIs across digital products to meet the set budget.
-Acquires new billers and manages existing billers.
-Prepares daily, weekly, monthly and quarterly reports on the status of digital products and services submits to the manager.
-Identifies gaps, risks and takes appropriate action.
-Prepares digital products revenue and expense performance for review by the Manager.
-Checks that expenses are in line with the budget and reports findings to the manager.
-Review various types of digital channels transactions on a daily basis, examines cash flow and financial statements and generates summary reports.
-Monitors the channels performance and reports to manager in order to maximize revenues and business performance.
-Provides analysis and detailed strategic actionable recommendations that result in year on year revenue and conversion rate growth.
-Interpret data gathered from multiple channels including but, not limited to document analysis, workshops, site visits, surveys, use cases, business analysis, workflow analysis, social and vendor reports to provide insights.
-Creates insightful automated dashboards and data visualizations to track key business metrics.
CUSTOMER ACQUISITION & RETENTION
-Compilation of consumer data for customer profiling.
-Develop strategies for customer acquisition & retention.
-Liaise with departments that directly interacts with customers for customer insights on how to close gaps of the customer pain points.
-Analyse and develop solutions addressing customer comments and issues.
-Communicate with management, development team, vendor and business area experts to improve product functionality, resolve issues, and improve consumer satisfaction.
