Channel Management (Digital)

Overview

This role responsible for leading the strategic development and operational excellence of the bank's digital channels. This role drives digital innovation, enhances customer experience, and ensures the efficient and compliant delivery of digital products and services, contributing directly to business growth and financial targets.

Responsibilities

• To manage the channel strategy and digital roadmap of the overall bank vision.
• To manage the business development / analysis and service enhancement and project assigned to digital channels.
• Coordinate change management initiative related to the product and supervise their transition from requirement definition to production systems. Run beta and pilot programs with early stage products / services. Efficiently manage and report progress of all project related to the digital channel.
• To define attractive value proposition to improve the digital / user experience and performance through digital channel.
• Stay update on industry trends, best practices and understand the competitive landscape by offering best in class digital features, services and customer experience.
• Monitor, report and escalate all production issues and maintain system availability. Resolve all production issues, coordinate with Call Center agents and Tech Support to escalate and resolve issues. Plan, coordinate, arrange to implement changes. Manage site content, admin modules, marketing efforts.
• Develop, optimize and maintain product support with close coordination with IT system development, IT production, Customer Support team. Maintain SLA level, Measure performance levels.
• To support and participate in RFI / RFQ / RFP process when needed.
• To manage Digital channel vendor PR / PO and relevant contract agreement.
• Work closely with internal team i.e. Customer & Digital Experience lead and change management & growth team to plan & execute the campaigns / promotion.
• To ensure compliance and adhere to regulatory and control requirement within the banks that includes governance, audit, risk, compliance and fraud detection.
• Carry the financial target and KPI set by the management
• To attend to the tasks that assigned by the head of digital.
• Act as back-up of cross functional unit as and when needed

Qualifications

7 years of experience in product management, preferably in the financial services industry.

Company

Al Rajhi Bank is the world's largest Islamic Bank that based in Riyadh, Kingdom of Saudi Arabia. Malaysia marks our first foray into the international banking market, an exciting and highly significant development in the history of the bank.

At Al Rajhi Bank, we believe that a job shouldn't just feel like a job. We are giving highly motivated & determined individuals an opportunity to explore possibilities of growing with us. With Al Rajhi's exciting career options, you will work in a conducive, progressive environment alongside dynamic young individuals and the best in the industry. More importantly, you will also gain the necessary experience to develop. So if you are looking for a career in a bank that's unlike any other, look no further than Al Rajhi Bank as Truth, Honour and Respect lie at the heart of everything we do.

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