Digital Channels Manager at NCBA Group

Job Purpose Statement

• Digital Channels Manager (DCM)drives the adoption, performance and growth of digital banking platforms (mobile, internet, and API channels). DCM will drive customer digital platform adoption through digital registrations and utilization in order to increase revenue and improve client experience on digital channels for Existing and New To bank customers
• Key responsibilities include enhancing user experience (CX), analysing channel performance data, managing product lifecycles, and ensuring compliance and system stability to improve digital adoption rates.
• The role is responsible for product backlog management - creating, refining and prioritizing items in the backlog and ensuring the team focuses on the most valuable tasks first. Other responsibilities include; Change Management Communicating, the product roadmap and progress to stakeholders, getting feedback from stakeholders and incorporate it into the product backlog, collaborating and working closely with the development team throughout the development lifecycle, gathering feedback from various sources including user testing and market research to continuously iterate on the product and ensuring it meets evolving customer needs.
• The role is central to innovation in digital financial services business and is thus the steward to the product management process.
• NCBA Go Getters are forward‑thinking, data‑driven problem solvers with a proven track record in fast‑paced digital transformation environments, able to navigate ambiguity, influence stakeholders, and deliver under demanding timelines.

Key Accountabilities (Duties and Responsibilities)
Delivery Execution – 40%

• Drive client adoption of digital channels (mobile app, internet banking) through targeted campaigns, marketing initiatives, and improved client experience.
• Monitor key performance indicators (KPIs) related to digital channel usage, identifying trends to optimize performance and increase revenue.
• Apply design thinking by developing user-centered solutions, prototyping, testing, and iterating based on user feedback.
• Carry out sales activities for the allocated portfolio, including implementation of business, training, marketing, and promotional strategies for digital banking products and channels.
• Collaborate with IT, marketing, and business teams to ensure seamless integration, functionality, and promotion of digital platforms.
• Analyze customer feedback to improve usability, resolve issues, and ensure high system availability.
• Ensure baselining, tracking, and reporting of all initiatives related to digital adoption.
• Communicate product development progress and updates to stakeholders.

Prioritization and Backlog Management – 30%

• Ensure baselining, tracking, and reporting of all initiatives related to digital adoption.
• Maintain a well-groomed product backlog that prioritizes high-value tasks and initiatives.
• Develop and author user stories, coordinating review and refinement with development teams to ensure clarity, relevance, and timely execution.
• Align user stories with product vision and backlog priorities.
• Participate in agile or waterfall meetings, validate prototypes, coordinate testing, approvals, pilots, and launches.
• Ensure quality reviews and sign-offs before and after deployment meet acceptance criteria.
• Manage release planning, backlog execution, and validation testing of releases, bug fixes, and enhancements.

Service Delivery (Client Focus) – 15%

• Achieve targeted customer experience and product metrics for internal and external customers.
• Analyze customer data to identify behaviors and trends that inform product improvements.
• Collaborate with internal teams and external partners to drive client-centric digital initiatives that increase adoption, engagement, NPS, and retention.
• Develop and implement product processes and standards to ensure consistent, high-quality customer experience.

Internal Business Processes (Risk and Compliance) – 10%

• Monitor, identify, and mitigate risks related to digital finance products with relevant teams.
• Prepare process documentation and change management procedures for releases.
• Support branch and frontline teams with training and solution implementation.
• Ensure product metrics, root cause analysis, and mitigation plans are documented for audit and review.
• Research and document best practices in risk and fraud prevention.

Leadership, Learning and Growth – 5%

• Lead and influence cross-functional teams to deliver digital finance solutions and enhancements.
• Drive continuous learning to support execution of digital strategy and improve processes.

Job Specifications
Academic:

• University degree with Upper 2nd Class and any other relevant Professional qualifications.
• A Master’s degree and professional qualifications is desired.

Professional:

• A qualification in technology related field, Data analysis or Project management is required.
• Proficiency in MS Office with advanced Excel and PPT qualification is required.
• Human centered design &/Product management certification is desired

Desired work experience:

• 4-5 years’ experience in Banking or digital financial services, with at least 2 years delivering or handling customer facing digital solutions in a Product, Project Management, Data Analysis or IT applications function.
• Demonstrated success in Channel growth and customer acquisition in Fintech/Start Up/Telco/FMCG experience is desired 
• Experience in handling cash management solutions/ financial service digital application – web/e-commerce/mobile app & USSD is a must
• Demonstrated understanding of SAAS/BAAS/PAAS and use emerging tech trends
• Experience working with technology driven financial products and solutions.
• Experience working in cross-functionally project teams.
• Ability to communicate effectively with both technology and business teams.
• Knowledge of product management methods and processes and a good understanding of emerging technology and big data platforms Ability to influence multiple stakeholders without direct authority