Head Alternate Channels PSS07831

About The Company

A leading financial institution with a strong digital footprint, the organization is focused on expanding and optimizing its alternate customer engagement channels. It operates at scale across digital and physical touchpoints, driving innovation, compliance, and superior customer experience in a rapidly evolving market.

Position Overview

The Head of Alternate Channels is a strategic leadership role responsible for managing, innovating, and driving growth across alternate digital and physical customer engagement channels, including Net Banking, Mobile Banking, WhatsApp Banking, and ATM networks. The position oversees end-to-end channel ownership, profitability, product development, customer experience, operations, and compliance.

Key Responsibilities

• Develop and execute an alternate channels strategy aligned with digital goals and customer experience objectives.
• Drive growth and profitability across Net Banking, Mobile Banking, WhatsApp Banking, and ATM networks.
• Manage the full lifecycle of alternate channel products, including feature enhancements, launches, and upgrades.
• Oversee ATM network operations and optimize digital platforms for performance and reliability.
• Set and maintain high standards for customer experience across all alternate channels.
• Lead cross-functional teams to deliver seamless integration and innovation across digital platforms.
• Monitor performance metrics to ensure channel profitability and operational efficiency.
• Ensure adherence to regulatory compliance and manage cybersecurity risks effectively.
• Manage budgets and resource allocation to achieve strategic and financial objectives.
• Foster a high-performing team culture focused on innovation, accountability, and continuous improvement.
  
  
  

• Education: MBA
• Experience: 14 to 18 Years of leadership in managing digital and physical customer engagement channels.
• Leadership: Proven ability to lead cross-functional teams and oversee end-to-end channel operations.
• Technical Expertise: Deep understanding of Net Banking, Mobile Banking, WhatsApp Banking, and ATM network management.
• Soft Skills: Strategic, analytical, customer-focused, and compliance-oriented leadership style.
  
  
  

• Lead a critical digital transformation function with enterprise-wide impact.
• Shape the future of alternate banking channels in a high-growth environment.
• Drive innovation across multiple customer engagement platforms.
• Collaborate with senior leadership to enhance profitability and customer satisfaction.
• Champion compliance, cybersecurity, and operational excellence in a dynamic market.