Head of Digital Channel (Wholesale Banking)

Organization Unit Purpose

• The Transaction Banking Services (TBS) unit provides a full-featured product suite covering Cash Management, Payments, Trade and Supply Chain Finance solutions which enables clients to optimize their working capital and also build efficiency and automation in their day-to-day business operations.
• TBS provides an integrated single window approach for all transactional requirements of its corporate clientele across various segments and sectors such as commercial, government and financial institutions. It aims at assisting them with innovative financing and payment solutions as well as offers the convenience of interacting with the bank, away from traditional means.
• The Transaction Banking team continuously interacts with CFO’s and Treasury Teams of its corporate clients and is committed to build strong relationships by meeting their underlying organizational objectives.

Job Purpose

The scope of this role includes:

• 2 Entities – Emirates NBD, Emirates Islamic
• 6 Countries - UAE, KSA, Egypt, India, London, Singapore

End to end Channel and Platform Management

The Head of Digital Channels is responsible for shaping and implementing the “ CHANGE THE BANK ” strategy for the following channels and platforms:

• businessONLINE Web
• businessONLINE Mobile App
• Host to Host ( H2H )
• API Banking
• Swift for Corporate
• Trade Online Services
• Escrow Management System ( EMS )
• E Commerce Payment Gateway
• POS Gateway

Strategic Leadership

• Own the product vision and roadmap ensuring alignment with Wholesale Banking strategic goals.
• Lead and inspire onshore and offshore squads to achieve the team mission
• Manage cross-functional teams effectively to achieve deliverables
• Champion data-driven approaches in decision-making and product improvements, ensuring measurable impact
• Contribute and govern the automated and manual testing framework
• Ensure the right balance of the business and IT capacity are based onshore (UAE) and offshore locations (India)
• Manage the CAPEX and OPEX budget, ensuring prudent allocation and diligent monitoring of resources.

Channel and Platform Development

• Lead a team of Product owners and Business Analysts who are responsible to deliver new products and services via agile delivery and platform teams
• Oversee the design, development, and launch of new digital products and services, ensuring they meet market demands and regulatory requirements.
• Ensure that new products / features which have potential use cases for other entities (EI and International), are made available at an enterprise level based on demand and relevance.
• Ensure that all new (Business Requirement Document) BRDs are reviewed and accepted by all stakeholders.
• For approved BRDs, ensure timely creation of Functional Specifications Document ( FSDs ) and set delivery timelines with the vendor and impacted platform owners accordingly.
• Refine and prioritize the product backlog.
• Collaborate with stakeholders to refine and validate business requirements.
• Ensure that the team has a strong understanding of the architectural framework and overall infrastructure ecosystem.
• Conduct impact analysis and feasibility assessments.
• Translate client and business needs into clear user stories, process flows, and functional specifications.
• Design modular, API-driven payment architectures that integrate efficiently with internal banking systems and external partners (processors, schemes, vendors), enabling scalability and flexibility.
• Ensure the defect density is within the agreed level
• Review the test bank and define the acceptance criteria.
• For transactions, inquiry and notification services, define the retry mechanism.
• Explore opportunities to adopt open banking frameworks that enable faster innovation and seamless integrations.

Research, AI and Data

• Explore AI capabilities and identify ways to enhance development and testing automation.
• Explore agentic AI and autonomous decision-making tools in product management to accelerate development cycles and improve product quality.
• Synthesize insights from research, user feedback, data analytics, and sales inputs to prioritize product enhancements and new developments.
• Conduct competitor benchmarking and understand industry trends.
• Keep abreast of new technology disrupting the payments, identity, and access management landscape.

Governance and Compliance

• Ensure adherence to partner agreements, pricing policies, and ethical standards across all channel activities.
• Identify, assess, and mitigate operational, technological, and reputational risks associated with product delivery and usage.
• Ensure product designs incorporate robust security features and comply with FMS regulations and data privacy laws

Education

Bachelor’s degree in Finance or Technology

Experiences

• 15+ years of regional banking industry experience with specialization in Cash Management products, payments and channels
• Proven track record of delivering Digital projects and managing business platforms for transaction banking products
• Excellent knowledge of e commerce gateway infrastructure, payment acceptance and partnership management
• Strong local and regional product expertise
• Familiar with the Agile Delivery Framework

Behavioral Competencies

• Visionary Thinking: must possess a strong visionary mindset. This involves the ability to foresee market trends, anticipate client needs, and innovate accordingly

• Strategic Agility: should be flexible and responsive to changes in the market, regulatory environment, and technological advancements

• Client-Centric Approach: Should understand and prioritize the needs of corporate clients is at the heart of this role. A client-centric approach involves actively listening to client feedback, understanding their pain points, and delivering tailored solutions that enhance their banking experience. Building strong, trust-based relationships with clients is essential for long-term success.

• Leadership and Team Development: As a senior leader, the Head of Product and Channels must inspire and develop their team. This involves setting clear goals, providing regular feedback, and fostering a collaborative and inclusive work environment. Effective leadership also means recognizing and nurturing talent, ensuring that the team is motivated and equipped to achieve its objectives

• Resilience and Tenacity: Resilience and tenacity are essential qualities for navigating setbacks and maintaining focus on long-term goals. The leader should demonstrate perseverance, remain calm under pressure, and be committed to overcoming obstacles.