Head of Digital Banking - Abu Dhabi, United Arab Emirates - Client of Tandem Search

Description

The Head of Digital Banking (CDO for Retail Banking) oversees the Group's digital strategy and execution for Personal banking, focusing on multi-channel delivery (online and mobile banking).

They ensure quality service, address customer feedback and complaints promptly, and boost cross-selling to improve process efficiency and digitization in transactions.

• The role involves developing and implementing a comprehensive multi-channel strategy for personal banking, in collaboration with key stakeholders, to enhance digital delivery systems and improve the customer experience.
• It also includes aligning functional strategies with the Group's vision and mission and providing expertise and guidance to the Group leadership to achieve strategic goals.

• Involves effective leadership, setting individual goals, managing performance, and motivating teams.
• The leader is also responsible for talent development within the function, collaborating with experts to meet business needs.
• Additionally, they must serve as a role model, promoting adherence to organizational values and ethics to foster a valuedriven culture within the bank.

• Supervise the compilation and proposal of the functional budget, and continuously track financial performance against the budget.
• This ensures the business remains informed about expected expenses and income, identifies underperforming areas, and leverages opportunities to reduce costs or enhance performance.

• Formulate and spearhead the implementation of policies, systems, processes, procedures, and controls for the digital channel function.
• Ensure compliance with procedural and legislative requirements while delivering a consistent, costeffective, and highquality service.

• Lead the development and use of toptier platforms for websites, online banking, mobile banking, digital banking, and contact centers, collaborating with IT.
• Support digital transformation with technical expertise for effective channel management.
• Promote channel migration through new features, infrastructure, and marketing to boost revenue.
• Manage inbound and outbound call centers for all personal banking segments, ensuring quality service, and compliance with standards, and SLAs.

• Stay updated on market intelligence and trends in personal banking's digital channels.
• Offer insights to enhance customer service, policies, and processes, considering their impact on future customer expectations.
• Recognize opportunities for innovation in existing and new digital channels (internet, mobile, SMS, wearable, digital TV) to expand the echannel service and improve overall echannel offerings.

Desired Candidate Profile