Vice President Digital Products
Job details
Job Purpose Summary:
The incumbent will serve as the strategic leader of digital product owners, functioning akin to a CEO for each digital product within the bank's expansive portfolio. This role encompasses the end-to-end management of digital products that span various customer journeys, effectively bridging traditional banking services with innovative digital solutions. The incumbent will lead the implementation of agile delivery methodology, definition, and operations of cross-functional squads dedicated to each product, ensuring a collaborative, efficient, and customer-centric development process.
With a key focus on driving product excellence, the incumbent will enforce best practices in product management and uphold rigorous reporting and performance standards. They will instill a culture of innovation and continuous improvement, encouraging product teams to embrace the latest digital trends and customer insights in their development efforts.
As the steward of the bank's digital products, the incumbent will be responsible for shaping the product vision, defining value propositions, and ensuring that each product delivers a seamless and engaging customer experience. This leadership role is pivotal in orchestrating the digital transformation of traditional banking products, driving the bank's growth, and enhancing its competitive position in the digital landscape.
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:
Financial Strategy & Oversight: In alignment with retail banking leadership, define and implement digital strategies that significantly contribute to QNB's financial objectives. Manage digital product budgets and forecasts with a focus on maximizing return on investment.
Implement the customer experience, approach, and embrace digitization into all customer related processes and channels to improve customer experience.
Formulate a customer focused multichannel strategy and transform the customer engagements from conventional channels into digital channels.
Work closely with partners (internal and external) division establishing key and strategic partnerships in multiple sectors of the markets to extend the value chain across different industries with an aim of increasing customer acquisition and retention and improve customer value.
Develop and implement strategies in conjunction with EVP Retail Digital Business to achieve the required targets in customers, transactions, and revenue.
Establish revenue, cost budgets, and ensure the budgets are adhered to, and continuously monitor Digital Business performance.
Achieve Key Performance Indicators (KPIs) for monitoring the performance of Digital Business.
Provide input to EVP Retail Digital on strategies that encompass customer, transaction, education, and marketing strategies for individual and implement approved strategies.
Implement KPI's and best practices for Vice President, Digital Products.
Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimize benefits for the bank.
Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
B. Customer (Internal & External):
Analyze customer and market needs to gauge customer preferences and ensure that the assigned Digital Business products are designed and implemented with the customer in mind.
Design and implement customer awareness and promotional programs to keep the customer engaged.
Ensure optimal availability of the assigned Digital Business products to maximize retail sales and service delivery and thereby facilitate the achievement of the retail banking volume, revenue, and profit targets.
Implement a continuous learning and knowledge programs to raise staff awareness and proficiency, in order to be able to provide better customer support.
Undertake various process transformation initiatives in order to enhance operating processes with the objective of improving efficiency, customer service and cost of delivery through digitization.
Build internal acquisition programs to maximize staff buy-in into the assigned Digital Business products.
Enhanced Targeting & Personalization: In collaboration with cross-functional teams, develop sophisticated targeting and personalization engines to deliver highly customized user experiences, thereby deepening customer engagement and loyalty.
Assist customers in all their queries on Bank's product and seek solution to their requests.
Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.
Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
C. Internal (Processes, Products, Regulatory):
Agile & Adaptive Leadership: Promote excellence in agile practices across the organization, enhancing the agility, efficiency, and innovation capacity of a team comprising senior managers and other key personnel. Champion the adoption of cutting-edge tools and methodologies to foster a high-velocity, adaptive culture.
Continuously review and refine processes linked to the assigned Digital Business products & services.
Lead the team responsible for implementing the assigned Digital Business products & Services projects.
Oversee development of best in class online servicing platform, working in conjunction with delivery partners.
Undertake competitive benchmarking regionally to offer insights into emerging practices and capabilities.
Strive to continuously improve the retail digital offerings to gain competitive advantage.
Drive migration of transaction volumes from branches, contact centers and alternate self serve channels (IB/MB/ATM/IVR).
Hold meetings with subordinates/ officers on a periodic basis to assess their performance, discuss, and resolve their concerns / issues, if any.
D. Learning & Knowledge:
Data Analytics & Product Optimization: Utilize advanced analytics to assess feature performance post-launch rigorously. Employ insights to refine and optimize product offerings, driving superior user experiences and business outcomes.
Possess a superior knowledge of the assigned Digital Business products & services and the related risks together with a good knowledge of digital operations and control.
Proactively identify areas for professional development of self and undertake development activities.
Seek out opportunities to remain current with all developments in professional field.
Provide leadership and direction to the subordinates towards achievement of strategic and department business objectives.
Hold meetings with staff and assess their performance and your team's overall performance on a regular basis.
Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.
Education/Experience Requirements:
Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).
At least 12 years of relevant experience, preferably within a highly rated international bank.
Required Skills:
Extensive experience as a visionary leader in digital product management, ideally within the financial services sector, with a proven ability to navigate and thrive in complex, rapidly-evolving landscapes.
Demonstrated success in pioneering digital products that significantly enhance customer satisfaction and contribute to revenue growth.
Advanced expertise in data analytics and business intelligence, with a proven ability to turn insights into actionable, impactful strategies.
Deep knowledge of agile and lean methodologies, with a zeal for continuous process improvement and a track record of implementing transformative changes.
Exceptional leadership and team-building skills, with a history of developing and mentoring high-performance teams, fostering an environment of innovation, collaboration, and excellence.
Excellent oral and written communication skills (including report writing) in English (English and Arabic a plus).
Proficiency in product development and management.
Superior knowledge of self-service applications and technologies.
Very strong interpersonal and presentation skills.
Strong sales/ marketing and finance background.
Ability to expand ideas across to a diverse/ disparate audience and have them implement the same.
Understanding of the relevant laws, regulations, and practices.
Ability to make decisions and follow through with initiatives.
Personal integrity and self-management.
Planning, organizing, and analytical ability.
Results oriented.
Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.
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