Head of Digital Banking at Catilas Resources Limited

Job Summary

• The Head of Digital Banking will lead the strategic transition ofa traditional microfinance institution to a fully digital-driven financialservices provider.
• The role is responsible for driving innovation, enhancingcustomer experience through digital channels, and developing scalable digitalproducts that significantly improve profitability, efficiency, and market reach.
• The incumbent will oversee all digital platforms including mobile banking, webbanking, USSD services, and agency banking, while building and managing ahigh-performing digital team.

Key Responsibilities and KPIs
Digital Transformation Strategy:

• Develop and execute a comprehensive digital transformation roadmap aligned with the Bank’s strategic goals.
• Lead the transition from branch-led operations to a hybrid and digital-first banking model.
• Identify emerging technologies and trends to drive innovation and competitive advantage.

KPIs:

•  Achieve 70%–85% of total transactions via digital channels within 12–18 months.
• Digitize at least 90% of existing products and services within timeline.
• Reduce branch-based transactions by a minimum of 50% within 12 months.

Digital Channels & Platforms Management

• Oversee the functionality, performance, and continuous improvement of mobile banking, internet/web banking, USSD services, and agency banking platforms.
• Ensure seamless integration across all digital channels for a unified customer experience.
• Drive uptime, reliability, and scalability of all digital platforms.

KPIs:

• Maintain platform uptime of ≥ 99.5% across all channels.
• Achieve ≥ 98% transaction success rate across platforms.
• Reduce system downtime incidents to < 2 critical incidents per quarter.
• Ensure app response time < 3 seconds for key transactions.

Product Development & Innovation:

• Lead the design and deployment of scalable digital financial products.
• Collaborate with business units to digitize existing products and create new revenue streams.
• Ensure all products are customer-centric, data-driven, and commercially viable.

KPIs:

• Launch at least 2–4 new digital products or features per quarter.
• Achieve minimum 20% adoption rate within 3 months of product launch.
• Deliver ≥ 90% of projects within agreed timelines and budget.

Team Leadership & Management:

• Build, lead, and mentor a cross-functional digital team.
• Establish clear performance objectives and KPIs for team members.
• Foster a culture of innovation, accountability, and continuous improvement.

KPIs:

• Achieve ≥ 90% team performance score annually.
• Maintain staff attrition rate below 10%.
• Ensure 100% completion of training and upskilling programs annually.

Data Analytics & Performance Optimization:

• Leverage data analytics to monitor user behavior and performance.
• Optimize digital channels to increase adoption and revenue.
• Drive data-led decision-making.

KPIs:

• Grow active digital users by 10%–15% month-on-month.
• Achieve minimum 60% customer adoption rate.
• Maintain Customer Satisfaction Score (CSAT) ≥ 85%.

Partnerships & Vendor Management:

• Manage relationships with fintech partners and vendors.
• Negotiate and manage SLAs.
• Identify strategic partnerships.

KPIs:

• Ensure SLA compliance.
• Establish at least 2–3 strategic partnerships annually.

Risk, Compliance & Security

• Ensure compliance with regulatory requirements.
• Mitigate cyber risks and maintain fraud controls.

KPIs:

• Maintain zero major regulatory breaches.
• Keep fraud losses below 0.5%.
• Ensure 100% compliance.

Revenue & Profitability Management:

• Drive revenue growth through digital channels.

KPIs:

• Increase digital revenue contribution to ≥ 40%.
• Achieve 20% growth in digital lending.
• Drive 30% increase in fee income.
• Reduce cost-to-serve by 25%.

Agency & USSD Banking Growth

• Drive growth in agency and USSD banking.

KPIs:

• Increase transaction volume by 15% monthly.
• Grow agent network by 20%.
• Achieve ≥ 50% transactions via USSD/agency.

Requirements

• Bachelor’s degree in Finance, Business Administration, or related field (MBA added advantage)
• 8–15 years relevant banking experience, with strong digital banking exposure
• Proven leadership and digital transformation experience
• Strong knowledge of digital products, regulations, and customer experience
• Excellent strategic and stakeholder management skills
• Microfinance Certification by CIBN