Assistant Manager - Digital Banking and IVR

RAKBANK is looking to hire a highly skilled professional to increase Digital Banking usage and penetration, to roll out new services, to expand the Bank's alternate channel network and to develop and implement appropriate strategies for multi-channel delivery among business customers

Responsibilities

• Assisting with business banking related Digital Banking and IVR initiatives within the bank
• Ensuring smooth operations of digital channels ( Digital Banking and IVR) and liaise with IT to ensure channel platforms are up and running smoothly and thus ensuring minimal impact to the end customers and service quality
• Identifying strategic initiatives and collaborate with business banking units, Projects and IT to ensure channel platforms are up to date and runs smoothly and thus ensuring minimal impact to the end customers and service quality
• Using expert judgement to identify and mitigate risks arising out of existing and proposed digital initiatives to ensure that development and enhancement of changes comply with Information Security, Internal Controls, Compliance and Legal
• Performing regular competitor analysis and conducting market study to be upto date with the latest development in technology to propose and implement new features and services to drive adoption and usage of digital channels amongst the Banks customer base
• Working together with other business units to implement business strategies to increase and achieve usage numbers for all digital channels of the Bank by migrating relevant banking services to digital channels with a view to increasing channel adoption and usage by customers
• Recommending technology and process improvements for digital channels
• Assisting and coordinating with business units and marketing for delivering inputs related to customer campaigns through -channels ( Digital Banking and IVR) whenever needed.
• Providing support  in doing product research and documentations like Business paper, BRD, SCR, PCR etc
• Assisting the digital channels team in implementing and achieving business strategies aimed towards offering services on its platform and thus increasing the penetration and usage

• Communication skills
• Strong interpersonal skills
• Problem solving
• Analytical skills

Competencies

• Understanding of local and international market trends among business and corporate customers
• Ability to manage alternate banking channels like internet, mobile and IVR
• Ability to identify and report risks
• Knowledge of banking policies, fair practices and standards
• Decision making skills
• Responding to pressure
• Knowledge of trade finance and business products