Head of Digital Channels at Postbank (SOC) Ltd

Purpose of the Job

• To lead the strategy, design, development, optimization, and ongoing management of all Postbank digital banking channels. Including Apps, Web, ATM, Kiosks, POS, USSD, SMS, Social Media, Chatbots, Multisided Platforms, and IVR. By leveraging an iterative delivery approach to enhance customer experience, drive user adoption, and boostoperational efficiency, while ensuring alignment with Postbank’s overall business strategy, digital transformation objectives, and South Africa’s regulatory requirements.

Job Responsibilities

• Define and deliver Postbank's self-service strategy, aligning with Postbank's core business, product, customer, andmarketing goals.
• Lead the innovation roadmap for self-service channels, by bringing to the fore emerging technology (AI,conversational banking) and opportunities.
• Track and lead remediation against key performance indicators for self-service channels, such as transactionvolumes, client satisfaction, cost-to-serve, service quality, as well as channel profitability and performance.
• Overseeing daily self-service channel operations to ensure regulatory compliance, acceptable client experience and efficient service delivery.
• Ensure seamless integration between self-service channels and other banking touchpoints (e.g. branches, contact centres, etc.).
• Collaborate with product, marketing, and risk to integrate self-service channel initiatives into broader bank initiatives.
• Orchestrate new services and revenue streams by modifying, extending, and streamlining existing services on selfservice channels with next-gen solutions (e.g. AI-powered chatbots).
• Develop agile led operating model for channel integrating into banks broader ways of work.
• Continuously analyse customer feedback to implement change to drive customer satisfaction and ultimately champion customer experiences across digital customer touchpoints.
• Track trends in consumers, competitors, products, and regulations and coordinate strategies and tactics to de-risk self-service channels and maximise potential future revenue through innovation and emerging technologies.
• Collaborate with FinTech partners, IT, and Design teams to enhance digital self-service capabilities, ensuring that Postbank stays ahead of South African and global bank trends.
• Drive customer education & engagement initiatives to increase adoption (e.g., in-app tutorials, online demos, digital literacy programs).
• Monitor customer feedback (NPS, CSAT, complaints) and implement continuous enhancements to self-service channels.
• Work collaboratively with Postbank’s Risk, Compliance and IT Security team to ensure all service channels comply with South African regulations (POPIA, FSCA, CPA) and cybersecurity standards, ensuring any fraud and customer data risk are adequately mitigated.

Qualifications and Experience

• Bachelor’s degree in business, IT, or a related field.
• Postgraduate qualifications (e.g. MMDB, MBA, MSC) will be advantageous
• 10+ years in banking/financial services with at least 5+ years in a leadership position with a focus on digital banking, self-service channels and omnichannel strategies.
• Proven track record in self-service channels (digital banking, ATM, Kiosks POS, social media, USSD, chatbots, IVR)
• Strong track record in driving digital adoption and operational efficiency
• Experience with core banking platforms and digital

Knowledge and understanding of:

• Led large-scale projects (e.g., migrating customers to the app)
• Deep knowledge of SA regulations (e.g. POPIA, FICA, FAIS, SARB, etc.)
• Managed fraud prevention in digital channels
• Regulatory Knowledge (Understanding of banking compliance, e.g., KYC, AML, POPIA and other relevant regulations).