Channel Specialist: Self Service Channels

2 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**

The Channel Specialist: Self Service Channel (NBH) is responsible for supporting the Head: Self Service Channel (NBH) in executing the strategy for the Nedbank Business Hub (NBH). This position is responsible for channel management, understands client needs and behaviours, identifies solutions and services to meet needs, brings new capabilities to market and assists with driving adoption and utilization. The Channel Specialist will also provide input in developing channel strategy and its roadmap, driving high-level requirements and recommending priorities.

**Responsibilities**:

- Supporting driving growth of key segments impacting acquisition of new customers and overall revenue growth through the aligned digital channel ( Business case benefits analysis and realisation)
- This position supports the Head: Self Service Channels to manage feature prioritization, delivery, and ensure business and client goals are achieved.
- Collaborate with key internal partners to understand business needs and issues pertaining to NBH
- Channel analysis, market research, requirements and CVP
- Support and enable market competitiveness and acquisition through digital channel
- Channels Specialists will also be responsible for the following activities:

- Customer experience - understand how the customer perceives their banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve.
- Associate education/knowledge - work with training and front lines to ensure understanding and support for usage in and sales for the various defined channels.
- Regulatory compliance - monitor the industry for changing regulations affecting both servicing ability and revenue/cost.
- Maintains effective working relationships with existing stakeholders involved in the overall channel management.
- Work closely with data team to
- Develop tools and reports that monitor and analyze channel performance metrics to identify areas for improvement and make data-driven decisions
- Stays abreast of industry trends (regulatory, technology, competitors)
- Proactively identifies changes or technical enhancements and operational efficiencies needed to increase customer experience and channel performance (e.g. stability and responsiveness).
- Operational excellence - Stabilising, hardening and drive FCR of issues of/on NBH Platform in collaboration with TPO
- Have a ‘Digital First’ mindset

**Essential Qualifications - NQF Level**
- Professional Qualification/Honours Degree
- Field of Study: Computer Science, Marketing, Data Science**Minimum Experience Level**
- 5 - 8 years total number of years’ experience
- Management experience of 3 - 5 years will be advantageous
- Experience in channel Management, Working in a matrix structure, Management of Online or Mobile Banking or customer-facing channels
- Further experience required:

- Financial services industry experience strongly preferred
- Experience writing and interpreting business requirements, user stories and use cases
- Ability to translate customer needs into business and channel requirements
- Strong ability to prioritise weighing business value, customer needs and impact
- Strengths in problem solving, issues-resolution skills, ability to work in a deadline-driven environment
- Excellent interpersonal and communication skills
- Understands digital marketing tools, techniques and metrics**Technical / Professional Knowledge**
- Business strategy
- Strategy development
- Client Service Management
- Digital culture
- Innovation
- Leadership Skills
- Organisational Awareness
- Governance, Risk and Controls
- Relevant regulatory knowledge
- Performance management**Behavioural Competencies**
- Customer Focus
- Operational Decision Making
- Cross-Functional Collaboration
- Driving Execution
- Driving Innovation
- Digital Acumen- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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