Head of Alternate Delivery Channel

• Responsible for the development and integration of all delivery channels for retail banking products and services considering implications of customer expectations. Actively identify and implement opportunities for migration of customers from high cost branch and manual transactions to alternative and lower cost channels with the objective of reducing the cost of service delivery bank wide.
  
• Integration of service experience via current channels (ie In bound and out bound phone banking sales, IVR, Internet, ATMs, CDMs and POS) and identification of emerging technology that will support new customer propositions. Responsible for ensuring each channel delivers a reliable high quality self service experience for customers.
  
• Responsible for establishing and monitoring and management of service level agreements with internal and external service providers to ensure high availability of every channel that exceeds customer expectations.
  
• Responsible for improving Market share of key delivery channels across the country.
  
• Using ongoing market research develops alternative delivery channels that will attract new to bank customers and retain existing customers.
  
• Formulate business plans and profitability targets based on thorough understanding and analysis of each channels costs and revenue potential. Considering the impact of channel cost for each product and customer segment.
  
• Monitoring migration targets to ensure that channels are meeting their business objectives and sales results.
  
• Actively evaluate and ensures security and compliance requirements and minimize or eliminate opportunity for fraud and defalcation.
  
• Responsible for delivering the look and feel of each channel in accordance with segmentation requirements for each delivery channel and customer segment.
  
• Actively develops a 2-3 year plan for channel development based upon segmentation market research.
  
• Develops profitability model for each delivery channel and coordinate with finance and Higher Management in preparation of annual Capex and profit and loss estimates.
  
• Guide and direct team members to monitor, control and follow up classified accounts in order to avoid new NPAs and improve profitability.
  
  No. of Vacancies :01
  
  Job Nature :Full-time
  
  Other Benefits:As per bank�s policy
  
  Published On: Feb 15, 2015