Head: Self Service Digital Channel

4 weeks ago

Johannesburg, South Africa Nedbank Full time

**Job Purpose**
- The Head: Self Service Channel (NBH) is responsible for the strategic direction and execution of 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 Head: Self Service Channel (NBH) is responsible for overall channel management activities focusing on developing channel strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders. This position serves as a leader in partnership with Marketing, Core Retail, Channel Management, Compliance, Legal and others to ensure that we effectively attract the right audience, providing the right value proposition, to grow key market segments.**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, budgeting and financial tracking (revenue, expenses))
- Oversees the digital channel strategy and roadmap for assigned channel, in partnership with key stakeholders, incl. Juristic business clustersProduct, Sales, Marketing, CX, Change Management
- This position manages feature prioritization, delivery, and ensures 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
- Manages Channels Specialists 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).
- Provides leadership and direction to cross functional teams empowered to execute process/channel improvements
- Identifies and removes barriers that slow or prevent the successful adoption of channel capabilities
- Operational excellence - Stabilising, hardening and drive FCR of issues of/on NBH Platform in collaboration with TPO
- Drive a ‘Digital First’ strategy for sales and service capability design
- Drive the required change intervention to deliver on the sales and service capability design and implementation
- Manage team effectively and efficiently across the HR value chain including recruitment, performance management, retention of critical staff, succession planning, coaching and talent management
- Manage performance of direct reports- Essential Qualifications - NQF Level- Professional Qualifications/Honour’s Degree

**Minimum Experience Level**
- 7 - 10 years Channel Management, Channel Ownership, Management consulting experience, Working in a matrix structure, Management of Online or Mobile Banking or customer-facing channels**Technical Competencies**

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

Guiding Team Success
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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