Job Description
Job Purpose
E-Channels Manager is responsible for the implementation, enhancement and support of the Bank's Inter &Mobile banking products and services in addition to CRM enhancement & development
Key Result Areas
Day-to-day management role as well as project management role for key electronic channels such as Internet Banking & Mobile Banking
Day-to-day management – manage all client support, documentation. communication and controlprocesses related to e-channel information delivery.
Involve in enhancement possibilities and at the same time ensuresthat all internal control checks are in place for thecommunication channels adopted.
Project managements - drive business requirements, testing, error-reporting/verification and trainingfor purposes of increasing e-channel penetration.
Work with users, technology, operations, both locally and regionally to identify, prioritize and implement critical enhancements.
Work with internalmarketing and business teams toidentify key targetsegments, formulate plans to acquire and educate customers, and strategically drive up acquisition and usage of Internet Banking.
Analyze and manageongoing enhancements and new e-channels initiatives requirements, VAT andimplementations.
Actively identify business development opportunities to increase theawareness, profitability & adoption of internet based services and products.
Conduct marketanalysis, feasibility studi1es and trend analysis to keep abreastof industry development and identify opportunities and threats for the internet business.
Collaborate with variousdepartments such as marketing, IT, product managers, operations and external partiesto develop and rollout innovative services and functionalities for different customer segments
To act as main contactfor alt relatedprojects withHead office
To meet presettargets and communicate with concerned departments for problem solving if faced.
Provides assistance in training bank'sstaff on the features and benefits of all e-channels services
Performs a varietyof daily tasks; reviewsreports, and participates in special department projects.
Responsible for developing in staff under her/his supervision and creating secondline replacements.
Operating Environment, Framework and Boundaries, Working Relationships
Head of Digital Banking & DBC and Product Managers
Internal: Head office (Dubai) different team and all internal Egypt teams
External: Vendors
Problem Solving
Effectiveness and response analysis
Maintain proper escalation procedures
Ability to manage and overcome resistance
Handling all conflicts between all internal team to make sure of successful service/product launch
Decision Making Authority & Responsibility
Responsible for tracking and analyzing performance of both channels
Maximize the utilization of available resource to achieve the organizational goals and targets
Knowledge, Skills And Experience
Excellent negotiation/communications skills in order to be able to finalize and deliver the required projects within the planned timeframe
Communication Skills, confident, articulate and well spoken
Must be able to work effectively with a team and communicate well with internal and external customer
Good problem resolution and root cause analysis skills
Ability to work under pressure
Adequate technology orientation and relevant experience with electronic and direct channels
Multi-disciplinary capabilities: analytical, qualitative, quantitative
Bachelor's degree
Min 10 years experience.
