Postbank is a bank by South Africans for South Africans and like all the other renowned commercial banks in the South African market, Postbank is all about serving the South African citizens and creating lasting value. The Bank’s core function is to provide cost-effective financial services to South Africans. It views itself as a banking and financial ser...
Read more about this company
Support development of the roadmap for the relevant Postbank banking channels, considering market trends, customer needs, competitor analysis and the overall Postbank omnichannel strategy and business objectives.
Ensure delivery of channels and services aligned to the roadmap leveraging agile ways of work in execution.
Collaborating with internal teams (e.g. design, product, marketing, IT, and risk management) to align channel strategy with overall bank objectives.
Identify opportunities to enhance the channel functionality, optimise channel performance, reduce costs and create customer value.
Own and meet key performance indicators (e.g. uptime, customer satisfaction) and targets for the respective channel.
Champion customer-centric features and functionality on the relevant channel and drive adoption and customer engagement strategies.
Monitor and address customer pain points and complaints/escalations related to the channel, ensuring adequate closure of customer issues.
Partner with Design, Product Owners, Marketing, Risk, IT, and Compliance to align channel initiatives with broader business goal.
Collaborate with the product and design team to develop new offerings or optimise existing offerings, seamlessly integrating them with other Postbank channels for a unified customer experience and journey.
Manage relationships with third-party vendors (e.g., fintech partners, digital platform providers).
Monitor channel usage and other performance metrics, such as transaction volumes, to address operational issues or optimise channel efficiencies.
Collaborate with the Postbank marketing team to create targeted campaigns for the channel growth.
Oversee the technical infrastructure and platform supporting the channel and work with Postbank IT to resolve technical issues that impact channel performance.
Ensure the channel complies with SA Banking regulations (e.g. POPIA) and any fraud, cybersecurity and operational risks are adequately mitigated to enable minimal business disruptions.
Communicate channel performance and updates to the Head of Channels and other relevant stakeholders.
Qualifications and Experience
Bachelor’s degree in business administration, IT, finance, or a related field.
Postgraduate qualifications, e.g. MMDB, MBA, MSC will be advantageous
Minimum 5 years in banking/financial services, with 3+ years in channel management, digital banking, product owner or customer experience roles.
Gmail
Yahoomail