Head of Digital Interactions at Rand Merchant Bank

Role Purpose

To lead and enable solution design, development and deployment on all Group digital interfaces(channel) that ensures improved digital client experience for C&I clients. To collaborate and partner with key stakeholders in the organisation and the broader Group to implement digital channels within the specified group frameworks and best practices and innovations across all presence countries. To deliver digital interface solutions for clients in line with client interaction needs and preferences. The Head of Digital Interactions is accountable for the overall delivery of the digital interfaces and interaction adoption by C&I clients while reducing the cost to serve.

Responsibilities

• Understand the evolving client/industry segment needs in the Corporate and Institutional space and effectively lead various digital channel solutions design and deployment to meet those needs
• Actively align and engage with internal teams and clients to understand the need, intent and pain-points related to interactions with the bank
• Co-ordinate the implementation of continuous industry / macro-environment scanning and apply insights to make sure that systems, practices and processes are future proofed and aligned with best practices
• Assess and critically evaluate how industry/sector and competitive forces impact the implementation of digital channel solutions
• Assess how the latest developments in financial technology can advance and shape digital interactions.
• Engage with internal and group stakeholders i.e. product heads, sales teams, to understand and influence strategic changes
• Translate channel strategies into actionable channel goals and execute relevant initiatives aligned to strategic objectives with specific performance measures and control systems to track implementation progress
• Co-ordinate various initiatives and stakeholders to ensure alignment and shared vision and execution towards a market-leading client and employee experience
• Cultivate and manage objective working relationships with a variety of stakeholders, including FNB Digital, SME's, project managers, FirstRand Capability Owners, product owners and divisions and any external partners.
• Develop and drive the digital channel strategy across the different Corporate and Institutional client needs and requisite solutions and products
• Leverage cutting edge innovation in financial technology to enhance value delivered to clients
• Develop rigorous business cases to drive new, differentiated market growth strategies as well as defensive strategies to maintain market share
• Influence the way product offerings are integrated, packaged and leveraged to augment product value
• Ultimately accountable for digital interaction adoption by Corporate and Institutional clients and employees
• Establish, align and manage budget goals whilst ensuring effective control of costs across entire landscape
• Keep abreast of changes and new developments to relevant regulations, industry standards and organisational compliance policies
• Work with internal Compliance, Risk and Legal partners to ensure alignment with required standards and best practices for application
• Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems
• track progress and actively contribute to the strategy, vision, direction and objectives of the organisation
• Ensure cross-functional project integration, process efficiency and scheduling across Client, Product/Solution and Technology
• Coordinate prioritisation process
• Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
• Contribute to the development and execution of the business strategy through the development and implementation of the People Strategy and operational objectives
• Retain talent by recognising and fairly rewarding good performance and progress made towards the achievement of business objectives

Qualifications and Experience

• Relavent Degree with Technical Qualification
• 8 - 10 years experience in a similar environment, of which 3-5 years ideally at management level
• Proven channel experience and implementation in the financial services industry
• Proven online / digital product and client/employee experience development 
• Proven enablement of sales and service capabilities
• Proven business acumen