Manager – Branch Transformation – Manpower Middle East LLC
Our client, a leading banking group in the region, is seeking to recruit a Manager – Branch Transformation. You will be directly reporting to the Senior Mg – SSB and Branch TransformationOrganisation Unit PurposeThe Multichannel and CRM unit (MCM) is responsible for developing and managing all directdigital channels and related frontend platforms across all retail banking distribution channels, ensuring convenient access, high availability and consistency of information amongst them. These channels include Online, Mobile, SMS, ATMSCDMS, Call Centre Inbound, IVR and eStatements, on top of CRM which is widely used by branches and DSF as well as by a number of internal bank users in Tanfeeth and central units. Using different technologies and systems MCM unit provides extended service to retail banking customers prolonging the bank’s working hours to a virtual 247, whole year round, generating more than 50 million transactions and AED 120 billion of dirhams, evidencing a double digit growth YOY, on top of which CRM adds another 3-5M transactions yearly.MCM also unit supports the Operational CRM related, managing and developing the platform, generating an extra 4-5M transactions yearly, alongside with all the execution of multichannel campaigns through a dedicated e-business team.In addition, MCM is also responsible for generating fee income through electronic payments and sales generated through direct channels actively contributing to the overall retail banking businessUnder GM RBWM guidance, MCM plays a strategic and instrumental role as part of Retail Banking Leadership Team, positively impacting operational efficiency and transactional costs by changing customer behavior towards electronic channels, creating cross sell opportunities and converting them into sales and revenues, while maintaining all channels fully operational and available for customers.Inherently, MCM is expected to drive and deliver innovation bridging channels, products, segments, exploring advances in technology, contributing to strengthen Emirates NBD value proposition and leadership in the marketJob PurposeMonitor and evaluate latest trends in branch design and branch digitalization at worldwide level with the objective to make recommendations on branch transformation elements to be introduced in the branchesEngage with leading vendors in branch digitalization technologies to identify, assess and scope relevant branch transformation initiatives that can enhance customer experience and generate benefits for the bankContinuously monitor the in-branch customer behavior and transactional data (from human-based and self service banking) to understand the key migration opportunities from human and paper based service to digital serviceManage projects and initiatives to deliver on our roadmap for branch transformation, namely converting the current single branch concept into 4 proposed branch concepts (including the creation of leading edge Fully Digital branches)Develop business requirements for the introduction of new branch concepts, new technologies or process enhancements, and syndicate with retail distribution, marketing, risk, compliance and operations units accordinglyEnsure customer satisfaction post implementation of the transformation initiatives. Engage in customer survey and obtain quality reviews for obtaining constructive feedback to assist in customer experience enhancementInvolve and influence all the stakeholders, obtain their commitment for effective project implementation and delivery of project results Managing customer awareness (internal and external) of new technologies, services and related processes. Define SLA for processes which require multiple departments involvementEnsure processes and services are in line with PCI CB standards and regulations. Obtaining concurrence from RiskAudit on new initiatives being conversant with bank regulations as well as local international regulatory bodiesDeliver effective contribution to MCM transforApply for this job.