Head, E-Business at Imperial Homes Mortgage Bank Limited

Job Summary

• The Head of e-Business is responsible for driving the bank’s digital banking strategy, overseeing electronic channels, and leading the development, optimization, and performance of digital products and platforms to enhance customer experience, grow revenue, and support the bank’s mortgage and retail banking objectives.

Role and Responsibilities
Digital Strategy & Growth:

• Develop and implement the bank’s e-Business and digital banking strategy in line with corporate goals.
• Drive digital adoption of mortgage, savings, and retail products across electronic channels.
• Identify new digital business opportunities to improve revenue, customer acquisition, and retention.

Electronic Channels Management:

• Oversee the performance and availability of all electronic channels including internet banking, mobile banking, USSD, POS, ATM, and payment gateways.
• Ensure seamless integration of digital platforms with core banking and third-party systems.
• Monitor transaction volumes, uptime, service quality, and customer usage trends.

Product Development & Innovation:

• Lead the design, rollout, and enhancement of digital mortgage and banking products.
• Collaborate with IT, Operations, Risk, and Compliance teams to deliver secure, compliant digital solutions.
• Drive automation of mortgage application, loan processing, and customer onboarding journeys.

Customer Experience & Support:

• Improve digital customer experience through user-friendly interfaces, efficient processes, and responsive support mechanisms.
• Handle escalated issues related to digital platforms and ensure prompt resolution.

Risk, Compliance & Security:

• Ensure compliance with CBN, NDIC, NIBSS, and other regulatory requirements related to e-channels.
• Work closely with Information Security and Risk teams to manage cyber risks, fraud prevention, and data protection.
• Ensure adherence to internal policies, SLAs, and audit requirements.

Performance Monitoring & Reporting:

• Track KPIs such as transaction growth, digital revenue, customer adoption, and system uptime.
• Prepare management reports on e-Business performance, risks, and improvement initiatives.

Vendor & Stakeholder Management:

• Manage relationships with fintech partners, payment service providers, and technology vendors.
• Negotiate SLAs, monitor vendor performance, and ensure value for money.

People & Budget Management:

• Lead and develop the e-Business team, setting performance targets and supporting capacity building.
• Prepare and manage the e-Business budget, ensuring cost efficiency and ROI.

Requirements
Education & Certifications:

• Bachelor’s Degree in Banking & Finance, Business Administration, Computer Science, or related field.
• Relevant professional certifications in Digital Banking, IT, or Project Management are an advantage.

Experience:

• Minimum of 7 - 10 years experience in banking or financial services, with strong exposure to digital banking or e-channels.
• Proven experience managing electronic banking platforms and digital products.
• Experience within a mortgage bank or retail bank is highly desirable.