Head of Integrated Channels Employment Opportunity – Stanbic Bank
Job Title: Head of Integrated Channels
Organisation: Stanbic Bank
Duty Station: Kampala, Uganda
About US:
Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Limited which is in turn owned by Standard Bank Group Limited (“the Group”),
Africa’s leading banking and financial services group. The Standard Bank Group
is the leading banking group focused on emerging markets. It is the largest
African banking group ranked by assets and earnings. Stanbic Bank Uganda
Limited is the largest bank in Uganda by assets and market capitalization. It
offers a full range of banking services through two business units; Personal
and Business Banking (PBB), and Corporate and Investment Banking (CIB).
Job Summary: The Head of Integrated
Channels is accountable to deliver on the Bank’s strategic capability of
digitizing all automated core processes and accelerate the delivery of the
Segment strategies through Digital Banking. This role will cut across PBB, CIB
and the Corporate Functions by ensuring all policies, processes procedures are
aligned/customer centric. This role will also have a core responsibility to
ensure profitability of all Digital Banking channels through either cost
avoidance or revenue generation.
Channels is accountable to deliver on the Bank’s strategic capability of
digitizing all automated core processes and accelerate the delivery of the
Segment strategies through Digital Banking. This role will cut across PBB, CIB
and the Corporate Functions by ensuring all policies, processes procedures are
aligned/customer centric. This role will also have a core responsibility to
ensure profitability of all Digital Banking channels through either cost
avoidance or revenue generation.
Key Duties and
Responsibilities:
Responsibilities:
Develop, and drive execution of the Bank Digitalization strategy
- Develop a cohesive and comprehensive
digitization strategy for the bank in order to maximize both market and
wallet growth across the entire business by reducing cost to serve through
process optimization. - Partner with function heads across
distribution, all customer segments, marketing, product management,
training, customer experience, finance, operations and distribution to
align and prioritise investment and execution plans. - Lead the strategic implementation of
agreed bank digitization best practices to ensure revenue generation
through optimization of digital product usage. - Drive increased adoption of revised
processes by working closely with Learning and Development to ensure staff
appreciation of new process automations, optimization or digitization.
Work to develop learning materials with a focus on e-learning, practical
sessions and simulations. . - Maintain a clear command of competitive
capabilities, as well as existing and emerging technologies and vendor
capabilities
Business Delivery and Operational Effectiveness
- Accountable to evaluate, design, build,
implement and maintain best in class bank processes that enhance the
customer experience leading to achievement of our desired customer
experience, in partnership with RoA centre. - Identify opportunities to harness
technology to deliver increased traffic to the alternate banking channels
and reduce foot traffic to the banking halls. - Lead centres of expertise, designs and
documents customer and operational workflow; and support end-to-end
processes that are synergistic and operate in an integrated fashion, based
on a comprehensive understanding of the work and work requirements in
order to optimize the PBB product workflow. - Assess operational effectiveness
requirements across all distribution channels, directing the
identification of change requirements and the design and development of
improved processes and procedures to support the desired customer and
employee experience across channels, support operational stability and
integrity and meet all audit requirements. - Assess existing process tools against
changing business needs; in order to identify gaps and act as the business
approval point for day-to-day process issues and clarify operating model
and accountabilities with business heads. - Drive the fundamental reengineering of our
processes and business value chain - The incumbent will support the
development, documentation and monitor the project plans in the digital banking
segment. The incumbent will drive the change management process in the
department - Analyses needs and challenges of diverse
sales, service and operational groups to ensure that focus is targeted on
those activities that drive the most fundamental change and that align to
key strategic and tactical changes led by other business units. - Engage impacted stakeholders and direct
the development of decision-making protocols and design principles to
ensure goals of multiple stakeholders are satisfied for processes which
cross functional business units. - Acts as a subject-matter expert regarding
product, customer and operational workflow/process strategies to business
units. - Act as member of PMO leadership team and
support continuous improvement of execution processes
Drive Commercialisation of existing Digital Banking products
- Conduct robust analysis of existing and
new products that are introduced into the bank to ensure viability - Vet and advise on adoption of new Fintechs
and vendors for possible collaboration or integration into the bank
ecosystem - Implement strategic initiatives to
increase revenue generated across the Digital channels. - Work closely with Sales teams to increase
sales on both the channels and the associated products. - Conduct deep analysis and identify revenue
opportunities of prospective feature enhancements - Monitor product life cycle to ensure
pricing of the channels is aligned to product maturity. - Track revenue generated against cost of
implementation to guarantee viable return on investments. - Design and implement robust sales plans to
ensure continuous lines of revenue generation may be opened up across all
the channels.
Managerial Leadership
- Provides leadership and sets appropriate
context and establish prescribed limits for direct reports. - Lead the establishment of a two-way
working relationship with direct reports and other matrix reports to solicit their views
on the working environment, potential
changes affecting their work, continuous improvement opportunities,
and revisions to the plan. - Responsible for establishing and
optimizing team integration by articulating the linkages between the accountabilities and
authorities of different roles across the business. - Accountable for ensuring the effective
implementation of Bank initiatives and programs through the establishment of
appropriate context and setting of direction for direct reports and matrix reports by
providing relevant information,
establishing goals, and setting limits with the context and
prescribed limits of the business
head.
Documentation, Training and Support
- Support the effective uptake, use and
maintenance of the system as new processes or systems are rolled out. - Maintain
process knowledge by incorporating methods, techniques, notations,
standards and best practices
derived from the business process architecture team. - Act as a
process subject matter expert and prepare documentations, such as
procedural and training manuals by
educating business users responsible for managing and operating business processes - Monitoring, measuring and providing
feedback on process performance
Compliance
- Contribute to the ongoing development and
maintenance of the Control Framework,
establishing standards and controls and maintaining product
governance and policies to ensure regulatory
requirements are met and to optimize and
sustain the distribution channel operations and achieve business
objectives. - Manage of all compliance processes,
requirements and reporting. - Report
non-compliance and any process deviations from the vendor SLAs - Interacting with internal and external bodies such as
Risk management, Internal Audit, Legal
Services regulations and other industry bodies - Continues to reinforce a continuous improvement
agenda of PBB strategy, engaging
stakeholders in feedback
Key Performance Indicators:
- Articulate Bank Digitization strategy
cascaded across the business units - Streamline existing Bank processes to
ensure staff wellness, cost optimization and support reduction in TAT for
customer experience. - 100% adoption and usage of bank digital
self-service channels - Percentage
process optimizations - Percentage improvement in turn
-around time for key business
processes - Percentage automation of manual processes
- Process optimizations
- Improvement in turn -around time for key
business processes - Automation of manual processes
- Turn- around time for process and system
roll out. - Turn – around time on new process and
system adoption - Achievement of critical programme
milestones for Digital Channel Transformation flagship programmes - Cost savings realised as a result of
process optimisation and digitization - Cost savings realised optimization of the
channels and migration of customers - Revenue generated due to product
optimization - Seamless retirement of mature digital
products to make room for new entrants in line with customer and industry
context. - Increased sales and seamless on boarding
of Digital Banking customers - Well-articulated goals for direct reports
- Percentage staff productivity achieved
- Percentage internal utilisation of the new process
- Percentage migration and utilization
- Satisfactory Audit rating
- No overdue repeat audit findings
Qualifications, Skills and Experience:
- The ideal candidate for the Stanbic Bank Head
of Integrated Channels job placement should preferably hold a first degree
in business commerce from a recognized university - Broad knowledge and understanding of cross
functional business initiatives and how they interact, exposure to process
redesign methods; understanding process modelling, analysis and simulation
tools, understanding of project management and change management. - Analytical thinking and business acumen,
lean process management, change
leadership, strategic thinking, strategy
development and execution, customer focus, organizational
understanding and influence,
strategic use of relationships and collaboration, team leadership – building achievement-oriented teams,
disciplined execution, and technology
management. - Business Acumen
- Change Leadership
- Influence
- Risk Management
- Strategic Thinking
- Technology
Management
How to Apply:
All candidates who wish to join the one of Africa’s biggest Banking
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Groups, Standard Bank in the aforementioned capacity are encouraged to Apply
Online by visiting Link below.
Deadline: 23rd March 2018
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