MANAGER- DIGITAL CHANNELS

Job Description

The Product Manager, Digital Channels leads the strategy, development, performance, and optimisation of the Bank’s digital channel ecosystem, comprising Internet Banking, Mobile App, USSD, and ATM. The role drives digital adoption, enhances customer experience across self-service channels, and ensures all digital touchpoints are available, secure, compliant and commercially effective. The Manager owns the digital channel product roadmap, leads a team comprising the Supervisor, Channels and Supervisor, ATM, and works closely with IT, Operations, Risk and Compliance to deliver reliable and innovative digital banking experiences. As a peer within the Product Development & Digital Channels department, the role collaborates with the Manager, Product Development; Manager and Manager, Agency Banking on joint planning, product innovation, go-to-market execution, performance reviews and day-to-day problem-solving to ensure cohesive delivery of the Bank’s product and channel strategy.

Key Responsibilities

• Develop and execute the Bank’s digital channel strategy and roadmap covering Mobile App, Internet Banking, USSD and ATM, aligned to the Bank’s strategic objectives and customer experience ambitions.
• Own and manage the digital channel product backlog; define, prioritise and deliver new features and enhancements based on customer insights, business priorities and market trends.
• Drive growth in digital adoption and active user numbers across all self-service channels; develop and implement initiatives to increase customer engagement, channel migration and digital transaction volumes.
• Manage the full ATM network including performance monitoring, cash management oversight, hardware and software maintenance coordination, and vendor management; ensure ATM availability and uptime meet agreed SLA targets.
• Monitor digital channel performance using data and analytics; track KPIs including active users, transaction volumes, channel revenue, availability and customer satisfaction, and develop corrective plans where performance falls short.
• Lead end-to-end delivery of digital channel projects in collaboration with IT, Operations and external vendors; manage project timelines, budgets and stakeholder communications to ensure successful and timely implementation.
• Ensure all digital channels are secure, resilient and compliant with applicable regulations, cybersecurity standards and data protection requirements; work with Risk and Compliance to identify and mitigate digital channel risks.
• Enhance and continuously improve the digital customer experience across all touchpoints; reduce friction, improve accessibility and ensure channel journeys are intuitive, inclusive and consistent.
• Manage relationships with digital banking technology vendors, ATM service providers, payment switches and Mobile Network Operators; hold vendors accountable for SLA delivery and drive continuous improvement in service quality.
• Oversee the sectional budget; monitor expenditure against approved budgets and recommend capital investment in digital channel infrastructure and ATM hardware to the Head, Product Development & Digital Channels.
• Collaborate with the Manager, Product Development; Manager, Merchant Acquiring; and Manager, Agency Banking on joint planning, product innovation, go-to-market execution and performance reviews to ensure cohesive delivery of the Bank’s product and channel strategy.
• Lead, develop and manage the Supervisor, Channels and Supervisor, ATM; build a high-performance team culture focused on delivery excellence, innovation and customer service.
• Prepare and present digital channel performance reports and strategic updates to the Head, Product Development & Digital Channels and senior management; provide forward-looking analysis to support investment and prioritisation decisions.

Qualifications & Experience

• Bachelor’s degree in business, Finance, Marketing, or a related field; a Master’s degree or professional certifications are advantageous.
• Minimum of five (5) to seven (7) years’ experience in digital banking, product management or a related field within financial services, including at least two (2) years in management or supervisory role.
• Proven experience managing digital banking channels including Mobile App, Internet Banking, USSD and ATM.
• Strong Understanding of digital technologies, ATM operations, USSD and digital banking trends.
• Project Management Skills with the ability to manage multiple initiatives concurrently.
• Analytical Mindset for interpreting data and making strategic recommendations.
• Excellent Communication Skills to collaborate effectively with cross-functional teams.
• Knowledge of Regulatory Requirements and compliance standards related to digital banking and ATM operations.
• Digital Channel Expertise
• Strategic & Commercial Thinking
• Data-Driven Decision Making
• Customer Experience Focus
• Stakeholder Engagement & Collaboration
• Strong Analytical Skills
• Effective Communication & Interpersonal Skills
• Project Management Expertise

How to Apply

To apply, please visit: https://bsb.mcidirecthire.com/External/Application?Ref=7KjyrN86zGKGMRUV6QJP2wtb83z_7g0vDwFIoeM9ir9Tg9V-YVhFQ-7MLxSvhd8EAO4V_cdyd7WyVVOaK2YhmA REF Code: 7KjyrN86zGKGMRUV6QJP2wtb83z_7g0vDwFIoeM9ir9Tg9V-YVhFQ-7MLxSvhd8EAO4V_cdyd7WyVVOaK2YhmA Please state that you got the job advert through JobHub BW website when submitting your application.