Section Head – Enterprise Channels

Role Objective

The Section Head - Enterprise Channels is responsible for leading the development, modernization, and change management of integrated digital banking channels including mobile banking, internet banking, ATM/CDM/VTM, Call Center/IVR, and the bank's website. The role focuses on enhancing customer experience through channel convergence and omnichannel strategies, in collaboration with Business and DS&IT teams.

Key Responsibilities

Strategic Responsibilities

• Contribute to the formulation and implementation of departmental strategy and goals.
• Develop digital solutions and omnichannel capabilities roadmap aligned with business needs.
• Ensure compliance with regulatory requirements and initiate necessary changes.
• Build strong relationships with business and IT stakeholders to support channel digitization.
• Represent the bank at external events to promote enterprise channel initiatives.

Operational Responsibilities

• Lead the development and implementation of policies and procedures for efficient operations.
• Drive digital transformation across banking channels to enhance customer touchpoints.
• Collaborate with cross-functional teams to deliver scalable digital solutions.
• Manage projects including budgeting, change control, and resource planning.
• Ensure high availability and performance of all digital channels.
• Monitor vendor performance and implement improvements.
• Establish incident management and recovery procedures.
• Evaluate and upgrade banking channels for optimal performance.
• Ensure security standards across all enterprise channels.
• Coordinate with internal teams and vendors to ensure seamless user experience.
• Monitor KPIs and prepare periodic reports for management.
• Ensure compliance with risk, audit, and governance standards.

People Management

• Supervise and guide team members in daily operations.
• Support recruitment, training, and career development.
• Conduct performance reviews and manage disciplinary actions.

Qualifications & Experience

Education:

• Bachelor's degree in Computer Science, Information Systems, IT, Engineering or related field.
• Master's degree in Management/Technology is an advantage.

Experience:

10-15 years in financial services/banking with significant experience in banking channel applications and digital transformation.

Mandatory: Proven experience working within a bank or on banking-specific projects.

Technical Competencies

• Digital trends and technologies
• Application development and integration
• Infrastructure management and disaster recovery
• Digitization and automation
• Agile and project management
• Business analysis and IT service management
• Risk and dependency management
• Banking operations and channel systems

Behavioral Competencies

• Strategic thinking and decision making
• Planning, organizing, and problem solving
• Adaptability and resilience
• Customer orientation and quality commitment
• Communication and relationship management
• Continuous learning and team development