Head Channels- Service Center at Equity Bank Kenya

Description

We are looking for an experienced professional to manage channels P&L profitably for EBKenya and Group subsidiaries.  Understand channels regulatory, market dynamics, governance and competitive intelligence to formulate Channel strategy for the group, to dominate in every country of operations and to implement banking Channel innovation through IT organization and partnerships to be industry best in: 

• Digital Suite 
• Physical Channels 
• Cards

Responsibilities. 

• Translate and extend platform capabilities across all channels and countries.
• Ensure seamless integration and accessibility for both individual and business clients.
•  Curate and uphold a world-class banking experience for diverse customer segments.
•  Foster a user-friendly and efficient self-onboarding process across all channels.
•  Drive profitability exceeding budget expectations for every banking channel in each country.
•  Maintain real-time business intelligence on channel performance, including subscription metrics, revenue, costs, and profitability, both at the country and group levels.
• Spearhead continuous innovation within the banking channels space.
•  Collaborate with digital channel partners, IT, and solution providers to introduce groundbreaking solutions and foster growth in all subsidiaries.
• Ensure strict compliance with digital channel payment regulations and guidelines.
• Facilitate timely cost allocation and revenue assurance down to branches in each country.
• Drive the financial performance of all channels, with a specific focus on surpassing revenue targets, minimizing costs, and maximizing profits.
•  Provide timely updates to the Group Head of Channels, Group Head of Digital Banking, and Country Heads/Directors of Payments/Director of Customer Service on channel situations, issues, opportunities, relationships, and performance.
•  Oversee all development projects for the group, ensuring efficient execution and alignment with strategic objectives.
• Collaborate with other digital channel partners, IT, and solution providers to foster innovative solutions.
•  Ensure the punctual and monthly submission of comprehensive reports on channel optimization, encompassing metrics related to subscriptions, deployment status, sales performance, and financial results.

Qualifications

• Experience and understanding of Banking channels developments, security and financials   
• Strong Marketing and Sales skills to drive retail, SME and Corporate adoption 
• Demonstrated ability to lead effectively and navigate interpersonal relationships within a matrix organizational structure.
• Extensive experience in managing revenue, costs, profit, and digital reporting in financial contexts.
• Exceptional business acumen, including the capacity to assess risk and determine optimal return levels.
• Comprehensive understanding of regulatory compliance and adherence to corporate governance standards. 
• Proficient in cultivating and maintaining effective relationships with local regulators, government bodies

Requirements 

• Bachelor’s degree in business, IT, Finance, or a related field.
• Proven experience in customer support or a similar role within the banking or financial services industry.
• Strong understanding of online banking, mobile banking, ATMs, and other digital channels.
• Excellent communication and interpersonal skills.
• Technical proficiency and ability to troubleshoot basic technical issues.
• Customer-centric mindset with a commitment to resolving issues promptly