Chief Digital Officer (Retail Banking) - UAE Bank - #25414

NSI & Bluefintalent Abu Dhabi, United Arab Emirates

Posted 4 minutes ago In-Office Permanent 110,000 - 140,000 J Posted by Jay Ilorde Recruiter

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The Head of Digital Banking (CDO for Retail Banking) oversees the Group's digital strategy for Personal banking, focusing on multi-channel delivery (online and mobile banking). You will ensure quality service, address customer feedback and complaints promptly, and boost cross-selling to improve process efficiency and digitization in transactions

• Develope and implement a comprehensive multi-channel strategy for personal banking, in collaboration with key stakeholders, to enhance digital delivery systems and improve the customer experience. It also includes aligning functional strategies with the Group's vision and mission and providing expertise and guidance to the Group leadership to achieve strategic goals.

• Effective leadership, setting individual goals, managing performance, and motivating teams.

• Supervise the compilation and proposal of the functional budget, and continuously track financial performance against the budget.

• Formulate and spearhead the implementation of policies, systems, processes, procedures, and controls for the digital channel function.

• Lead the development and use of top-tier platforms for websites, online banking, mobile banking, digital banking, and contact centers, collaborating with IT. Support digital transformation with technical expertise for effective channel management. Promote channel migration through new features, infrastructure, and marketing to boost revenue. Manage inbound and outbound call centers for all personal banking segments, ensuring quality service, and compliance with standards, and SLAs.

• Stay updated on market intelligence and trends in personal banking's digital channels. Offer insights to enhance customer service, policies, and processes, considering their impact on future customer expectations. Recognize opportunities for innovation in existing and new digital channels (internet, mobile, SMS, wearable, digital TV) to expand the e-channel service and improve overall e-channel offerings.

Ideal Profile:

• MBA or Master's from a top academic institution
• At least 15 years of experience in the banking domain
• Demonstrates expertise within Consumer Banking, and has led digital transformation and innovation initiatives within an Open Banking environment.
• Willingness to relocate to the UAE.