Develop and implement strategies to drive the growth of digital self-service channels, Card issuing and merchant business, third party payment solutions including agency banking, billers and other payments delivery channels, in alignment with the overall business objectives.
Identify new business opportunities and partnerships while monitoring new digital trends on the payments space to expand the reach and services offered through payments channels at the same time develop and execute sales strategies and revenue growth.
Ensure a seamless and intuitive customer experience across all channels, leveraging user experience design principles and customer feedback.
Ensure all revenue due is captured and there is no commission collection leaks and finance to correctly declare revenues collected
Responsible for the profit and loss of digital payments products by containing costs and maximizing revenues
Maintain, Manage and improve ongoing relationships/ contractual agreements with all third parties as well as responsible for developing and implementing service level agreements between the bank and third parties while ensuring the bank’s interests are protected.
Provide guidance to the team on how to execute strategies as well as mobile banking strategies to ensure achievement of targets, where need be – Identify and address staff training and coaching needs
Strict adherence to all regulations, statutes, standards, practices, and all internal processes and procedures as per the relevant manuals and comply with all relevant industry external legislation and regulations regarding compliance requirements.
Develop and manage budgets, forecasts, and financial performance metrics for digital self-service channels, Card issuing and merchant business, third party payment solutions including agency banking, billers and other payments delivery channels.
Collaborate with cross-functional teams, including IT, Marketing, risk, compliance and Product Development, to ensure alignment and effective and seamless delivery of products and services through digital channels.
Build and develop a high performing team by identifying resourcing gaps, build capacity and promote cashless payment ecosystem culture that drives adoption of digital channels and usage.
Regular review and follow up of customer service/experience issues and feedback to identify areas of improvement on products and services while promptly keeping the customers informed of system downtimes and scheduled maintenance or interruptions.