Vice President Digital Channels & Service CBI

Commercial Bank International is currently hiring qualified and experienced candidate for role of a Vice President Digital Channels & Service in Sharjah. This job was published by the company on December 5, 2023 for UAE nationals only. Candidates fulfilling the eligibility criteria should hurriedly submit their applications.

Duties of Vice President Digital Channels & Service

Branch Management

• Lead development of strategy & business plans for the branch & distribution network.
• Implement the strategic initiatives as set out in the strategy plan.
• Develop short& long term strategies & business plans to ensure that the branch, distribution network becomes a leading contributor to maximize shareholder value.
• Review & amend the business plans periodically to meet the challenges of the changing environment.
• Assume accountability for the branches, distribution network overall P&L & performance as per approved targets & business plans.
• Mobilize and control Branches, Call Center, ATMs, Priority Banking and Service Quality Dept., to achieve the strategic objectives set by the Board. Drive & monitor performance.
• Explore and implement distribution plans of the Consumer Bank.
• Establish clear lines of command and control as per the approved organization structure.
• Allocate appropriate responsibility, accountability and authority to direct reports.

Call Centre

• Responsible for the banks call center and will ensure that it is providing “Best in class” service customers.
• Redefining the over-arching strategy, customer experience and KPIs to drive these elements within the Contact Centre.
• Leading and driving a high-performance culture across the Contact Centre, and increasing profitability through development of cross-selling channels.
• Setting up long term objectives, strategic plans and projects for the Contact Center that aligned with the business and CBI development strategies.
• Arrange to create Process Flows and Procedure for the Contact Center with the close liaison with other main departments (IT, OPS, Products, Marketing).
• Analyze Contact Center service delivery processes, technology and staffing.
• Increase internal customer satisfaction by working closely with the Management to design and implement plans to improve work environment.

E channels

• Develops a strategy that uses self-service banking technology / products/ services to expand bank’s geographic reach and customer base in areas that do not have a significant traditional branch distribution network.
• Builds a strategy for expanding the Bank’s digital self-service network, establishing the Bank as a profitable, standalone business in UAE.
• Responsible for identifying, analyzing and launching all new alternative channel’s locations including ATM’s (branch/ off-site/ drive-ups), e-branches.
• Setting up long term objectives, strategic plans and projects for the Alternative Channels Services that aligned with the business and CBI development strategies.
• Ensures that the bank’s significant investment in technology will be optimally leveraged to result in greater operating efficiencies & provide a significant competitive advantage in the retail marketplace.
• Develops and introduces new cost-effective self-service banking products & services. This includes the enhancement and upgrading of existing products and services to include but not limited to Internet Banking and Mobile Banking / ATMs and CCDMS. Ensure that uptime is achieved, and minimal downtime is experienced.
• Works with IT and operations to develop formal KPI’s and management dashboards to insure the optimal efficiency and profitability of the alternative channels network.
• Works with Executive Vice President Retail Banking Group to develop formal KPI’s and the metrics needed to have a best in class set of management dashboards for all alternative channels.
• Provides leadership and ensures competent, consistent standards of service are continually offered to an increasingly diverse range of customer communication including IB, MB, ATM & CCDM, IVR, Agent inbound calls, sales outbound calls, other tools related to customer communications.

Requirements of Vice President Digital Channel & Services

The requirements for the role of Vice President Digital Channels & Service are as under:

• Bachelor’s Degree/ Master’s Degree
• 10-12 years extensive experience in Retail Banking, specifically to Branch Management, e-Channels and Call Center.

Skills and Knowledge Desired

• Strong understanding of profitability drivers and market development across the various product life cycle stages.
• High level of analytical skills and ability to understand scientific marketing techniques
• Proven experience of driving banking technology / products/ services to expand a bank’s geographic reach and customer base
• Demonstrable leadership, decision-making, project management, thought leadership and collaborative skills.
• Evidenced experience of driving positive change, transformation and setting appropriate KPIs and objectives to achieve high performance and overall excellence.
• Ability to manage, motivate and develop multiple teams and managers reporting.
• Understands a bank’s operations, sales and support environments.
• Excellent oral and written communication skills.

Officer FCC Commercial Bank International