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Position: Digital Channel Manager

Location:  / Trinidad and Tobago

Company: ANSA Bank

Job Summary: The Digital Channel Manager is responsible for strategizing channel development, managing existing channels and new channel development, including the completion of recommendations, business cases, and proposals, when appropriate.

  • Assume the primary role in developing, implementing and managing the life cycle of business digital banking services.
  • Act as a liaison between ANSA Bank and vendors while working closely with stakeholders to ensure the digital services are configured to meet business needs and operate within compliance standards, policies, and operations of the Bank.
  • Provide content and expertise to internal business partners during stages of channel management to ensure successful testing, implementation, sales, and operational support are achieved prior to launch.
  • Provide guidance to ensure that ANSA Bank channel offerings fulfil the needs of the customers, remains competitive, and supports the strategic initiatives of the Bank.

Job Description:

  • Lead and manage the complete channel lifecycle from idea generation through end of life/sunset.
  • Provide channel support and consulting on organization projects that meet the needs of ANSA Bank and business partners/relationships.
  • Compare vendor service offerings to highlight: capabilities, implementation/ongoing cost, implementation/enhancement benefits, revenue and ROI estimates, transition timeline, risk and resource estimates in preparation to actively sponsor and co-manage project with project team.
  • Scope project requirements to gather and gain consensus on channel/service requirements from ANSA Bank stakeholders and selected third party vendors/systems.
  • Prepare justification, requirements, launch plans and identify internal communication and training needs for customer facing staff.
  •   Develop and manage the strategic roadmap for each assigned digital channel.
  • Develop, maintain, and publish content/collateral for each assigned channel to the Bank’s page.
  • Actively engage with and lead internal and external resources on implementations, technology releases, upgrades and user acceptance testing.
  • Oversee the completion of new channel development, including planning, compliance, monitoring and reviewing progress and accuracy of work; evaluating results, to determine if expected value was delivered; present results and data analytics for assigned channels.
  • Communicate system and support challenges with appropriate vendors and track to resolution. Prepare and submit functionality enhancement requests relating to member and channel development.
  • Coordinate the identification and prioritization of efforts required to improve the efficiency and quality of digital channels under management, keeping the data clean and reportable by utilizing queries and making recommendations to business partners regarding process changes or data integrity.
  • Provide support and subject matter expertise to retail teams, commercial and business services teams, cash management teams, operational teams, support and fulfilment teams, strategic initiatives, etc. as needed and appropriate for assigned channels under management.
  • Provide support and subject matter expertise to retail teams, commercial and business services teams, cash management teams, operational teams, support and fulfilment teams, strategic initiatives, etc. as needed and appropriate for assigned channels under management.
  • Provide assistance to the Bank’s Leadership Team for overall management of existing and future digital channels, including performance, profitability, compliance, and audits.
  • Contribute as an effective team member and complete all tasks and assignments in a timely manner.
  • Participate in member journey and value stream mapping with internal stakeholders for digital channels on-boarding, fulfilment, and cross selling to deliver the optimal experience to members.
  • Serve as an advocate for the member experience by seeking current and prospective member feedback and competitive insights.
  • Assist in responding to internal and external audits, responses, and report outs related to channel content and oversight.
  • Partner with business lines to research and evaluate new technologies, industry trends, and best practices to satisfy ANSA Bank’s business needs.
  • Partner with peers and business lines to help acquire, cross-sell, and retain customer accounts.
  • Collaborate and engage with Compliance, Internal Audit, and Enterprise Risk on deeper aspects of digital channel management and policy/practice review.
  • Partner with Talent Development on evolution of channel training courses and content.
  • Partner with Marketing to manage the four P’s of the distribution channel: product, price, promotion, and placement.
  • Oversee the management of vendors to effectively address business and strategic requirements. This includes identifying new vendors and reviewing existing providers for continued alignment.
  • Act as a primary contact with vendors and third parties for products, services, contract review, and enhancements.
  • Responsible for following the internal vendor management process and assessing operational risk related to vendor engagement.
  • Evaluate vendor contracts, implementation documentation, and content for new and existing products.
  • Act as liaison for external vendors and internal stakeholders. Negotiate/sign contracts, when required, within given authority.
  • Schedule and coordinate vendor demonstrations, execute NDA’s and review contracts when necessary.
  • Maintain regular communication with vendors to learn feature directions, report and seek resolution of defects, and submit and monitor development of requested feature enhancements.
  • Have oversight on upgrades and new feature integrations, working closely with stakeholders to ensure business requirements are effectively addressed.
  • Ensure alignment with enterprise-wide needs for vendor due diligence and risk assessment.
  • Track, measure, report and evaluate vendor performance.
  • Monitor the performance of third-party service providers to ensure quality and service levels are maintained. Immediately report any situations where service and support levels are not within standards.

Qualifications:

  • University degree in Business Management, Digital Marketing or related field required
  • Minimum of five years’ experience in product management, digital channel management, payment systems, or commercial deposit or digital applications required
  • Certification in Project Management, and or experience in vendor management will be an asset

 


How to apply:
These are the requirements for applying for this job:

- Do you have a University degree in Business Management, Digital Marketing or related field? - Do you have a minimum of five years’ experience in product management, digital channel management, payment systems, or commercial deposit or digital applications? - Do you have a certification in Project Management, and or experience in vendor management will be an asset?