GM: Channels (Design & Enablement) (Banking)

SUMMARY:
The General Manager: Channels – Design and enablement will be responsible for overseeing and optimizing the delivery channels for the bank. This position requires strategic leadership, innovative thinking, and a deep understanding of banking operations to enhance customer experience, drive revenue growth, and ensure operational efficiency across various channels POSITION INFO:
Jo b Responsibilities:

• Strategic Planning: Develop and implement strategies to optimize channel performance, including branches, digital platforms, ATMs, and other distribution channels, aligned with the overall business objectives.
•  Channel Development: Identify opportunities to enhance existing channels and explore new channels to reach and serve customers effectively, while keeping abreast of industry trends and competitor offerings.
•  Operational Efficiency: Streamline processes and workflows to improve operational efficiency, reduce costs, and maximize resource utilization across channels.
• Customer Experience: Champion a customer-centric approach by continuously improving service delivery, accessibility, and convenience across all channels, ensuring a seamless and personalized experience.
•  Technology Integration: Collaborate with IT and digital teams to leverage technology solutions for channel enhancement, including mobile banking apps, online platforms, and automated services.
•  Risk Management: Mitigate risks associated with channel operations, compliance, security, and fraud by implementing robust control mechanisms and monitoring systems.
•  Performance Analysis: Establish performance metrics, KPIs, and reporting mechanisms to assess channel effectiveness, monitor key performance indicators, and drive data-driven decision-making.
•  Team Leadership: Lead and motivate a team of channel managers, coordinators, and support staff, fostering a culture of collaboration, innovation, and continuous improvement.
• Stakeholder Engagement: Collaborate with cross-functional teams, senior management, and external partners to align channel strategies with business goals, foster strategic partnerships, and promote the bank's brand image.
• Regulatory Compliance: Ensure adherence to regulatory requirements, industry standards, and internal policies governing channel operations, security, and customer data privacy.

Qualifications, Knowledge and Experience:
Qualification:

• Bachelor’s degree in business administration, Finance, or related field (master’s degree preferred)

Experience:

• Extensive experience (8+ years) in retail banking, with a focus on channel management, distribution, or operations
• Proven track record of strategic leadership and successful implementation of channel optimization initiatives

Knowledge and understanding of:

• Strong understanding of banking products, services, and customer segments
• Excellent analytical, problem-solving, and decision-making skills
• Proficiency in leveraging technology for channel enhancement and process automation
• Exceptional communication, negotiation, and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment and drive change effectively
• Leadership qualities with the ability to inspire and empower teams to achieve goals
• Knowledge of regulatory requirements and compliance frameworks in the banking industry