Chief Banking Officer (CBO) at Ivee Consulting Limited

Job Description

• The Chief Banking Officer (CBO) is responsible for overseeing digital banking operations, including product development, customer experience, risk management, and regulatory compliance.
• The CBO ensures smooth operations, drives growth, and enhances customer satisfaction.

Key Responsibilities
Strategic Leadership & Banking Operations:

• Lead the development and execution of the bank's banking operations strategy, aligning it with the overall business goals.
• Oversee the design, implementation, and management of digital banking products and services to enhance customer experience and financial inclusion.
• Drive the development of innovative banking solutions, ensuring the bank stays competitive in the rapidly evolving digital banking landscape.
• Ensure the smooth daily operations of all banking activities, including account management, loans, and payments.

Customer Experience & Relationship Management:

• Develop strategies to improve customer experience and satisfaction, focusing on digital channels and self-service platforms.
• Lead customer relationship management (CRM) strategies to deepen relationships with high-value clients and expand the customer base.
• Oversee customer support services, ensuring quick resolution of issues and maintaining high levels of service.

Risk Management & Compliance:

• Ensure the bank adheres to local and international banking regulations, including anti-money laundering (AML), Know Your Customer (KYC), and data privacy laws.
• Work closely with the Risk & Compliance team to identify and mitigate operational, credit, and market risks.
• Implement and oversee risk assessment processes to minimize financial and operational risks within digital banking operations.

Financial Performance & Reporting:

• Monitor and report on the financial performance of the bank's digital banking services, ensuring profitability and growth.
• Develop and manage budgets for banking operations, tracking performance against financial goals and making adjustments as needed.
• Collaborate with the finance team to ensure accurate and timely financial reporting for the bank’s stakeholders.

Team Leadership & Development:

• Lead, mentor, and develop the banking operations team, ensuring alignment with the bank's culture and objectives.
• Foster a culture of innovation, collaboration, and excellence within the banking operations team.
• Promote continuous learning and professional development within the team, ensuring the bank stays ahead in the digital banking space.

Stakeholder Engagement:

• Build and maintain relationships with regulatory bodies, financial institutions, and partners to strengthen the bank's market position.
• Represent the bank at industry events, forums, and conferences to increase visibility and promote the bank’s offerings.

Key Performance Indicators (KPIs)
Product Development & Innovation:

• Number of new banking products or features successfully launched per year.
• Customer adoption rate of new digital banking services.

Customer Satisfaction:

• Achieve a customer satisfaction score of 90% or above.
• Reduction in customer complaints and increase in customer retention rates.

Financial Performance:

• Meeting or exceeding quarterly and annual financial targets for banking products and services.
• Maintaining a profitability margin of [specific %] for digital banking operations.

Compliance & Risk Management:

• Ensure zero non-compliance incidents with regulatory requirements.
• Achieving a low-risk profile for banking operations and minimizing operational losses.

Operational Efficiency:

• Reduction in operational costs through digital transformation and process optimization.
• Achieving service-level targets for processing customer transactions, loans, etc.

Team Development:

• Staff turnover rate within the banking operations team.
• Employee satisfaction and engagement scores (target: 85% or above).

Qualifications

• Bachelor’s Degree in Banking, Finance, Business Administration, or a related field (Master’s degree or MBA is a plus).
• Minimum of 10 years of experience in banking or financial services, with at least 5 years in a leadership or senior management role.
• Proven track record in leading digital banking operations and driving innovation in the banking sector.
• Strong leadership and team management skills.
• In-depth knowledge of digital banking technologies and financial products.
• Expertise in risk management, regulatory compliance, and financial reporting.
• Excellent communication, negotiation, and stakeholder management skills.
• Professional certifications in banking, risk management, or finance (e.g., CFA, FRM, etc.) are highly preferred.
• Strategic thinker with a strong customer-focused approach.
• Ability to adapt to the fast-changing digital banking environment.
• Results-driven with a focus on continuous improvement.