Description

Position Title: General Manager – Digital & Electronic Services

Employment Type: Permanent

Location: Port of Spain

Position Objective
The General Manager – Digital & Electronic Services is tasked with defining and executing the strategic vision for the Digital Bank and the Group's electronic channels. The incumbent will oversee the development, implementation, and management of strategies in consumer and retail banking channels, ensuring profitability, growth, and operational excellence. This includes responsibility for digital sales, marketing strategies, vendor management, business development, and the implementation of customer-centric digital platforms. A focus on data-driven strategies, funnel optimization, and customer journey design is essential to delivering best-in-class experiences for all stakeholders.

Key Responsibilities
Strategic Leadership

• Lead the development and execution of strategic business plans to support the growth and advancement of the Digital Bank and electronic channels.
• Formulate and execute digital strategies that position Digital Banking as a significant revenue and efficiency driver.
• Collaborate with senior management to align electronic banking initiatives with the Group’s strategic goals.

Channel Management

• Oversee the operations of key electronic delivery channels including credit cards, ATMs, POS, mobile banking, telebanking, internet banking, and e-payment systems.
• Develop and maintain innovative electronic transacting business models that optimize returns on technology investments.
• Ensure seamless integration of digital solutions to enhance customer experiences across all channels.

Customer Experience and Service Delivery

• Drive customer-centric initiatives to improve service delivery, resolve service gaps, and handle escalated complaints.
• Design and manage end-to-end digital customer journeys, from acquisition to retention, ensuring alignment with the Group’s brand and operational goals.
• Conduct training and coaching sessions to uphold service standards and regulatory compliance.

Technology and Innovation

• Lead the adoption of emerging digital technologies to maintain a competitive edge.
• Partner with technology and ecosystem providers to implement cutting-edge solutions that drive operational excellence and customer satisfaction.
• Build and maintain advanced data analytics frameworks to inform decision-making and optimize digital efficiency.

Operational and Financial Management

• Develop and manage annual budgets, ensuring effective cost control and adherence to financial targets.
• Generate profitability reports and monitor the financial and operational performance of digital channels.
• Lead the implementation of robust internal controls to mitigate operational risks, including fraud and electronic banking risks.

Human Resource Management

• Provide leadership and mentorship to direct and indirect reports, fostering a culture of collaboration, innovation, and excellence.
• Develop performance metrics and succession planning strategies to ensure the sustainability of the unit.

External Relations and Compliance

• Represent the Group on external committees such as Visa, MasterCard, and other industry bodies.
• Negotiate agreements with vendors and partners to support the expansion of electronic banking services.
• Ensure compliance with local, regional, and international regulatory requirements.

Required Technical Competencies

• Education: Postgraduate degree in Finance, Technology, or a relevant discipline. Professional qualifications (e.g., CFA, CIMA, ACCA) are desirable.
• Experience: Minimum of 15 years in banking operations, including 10 years in senior managerial roles.
• Skills:
  • Strong knowledge of electronic banking systems, credit management, and digital marketing strategies.
  • Proficiency in Microsoft Office Suite and data analytics.
  • Proven leadership, negotiation, and problem-solving abilities.
  • High emotional intelligence and professional deportment.