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The officer ecommerce, channels support, is responsible for the ease in customer journey to a successful digital product uptake across self-service channels to increase transaction volume and revenue generation.

Essential Functions

• Ensure that self-service channels ecommerce functionalities are available and accessible to the target customers.
• Enable triggers in the customer journey of self-service functionality utilization to guide customers to a successful uptake.
• Constantly engage self-service channels managers for improvement of existing ecommerce functionality on channels.
• Develop user stories for ecommerce related features to be enabled in the customer journey for digital product/service uptake.
• Closely track and monitor ecommerce related product performance on self-service channels to position enhancements in the customer journey.
• Review internal data (including customers, competitors and the external environment) and uses this information to drive UX enhancement initiatives.
• Obtain market trends (local and international) as well as customer needs and utilises this information to further provide input into the digital channel sales plans.

Qualifications

• Minimum of University Degree

Experience Required

• 5 years' experience in product management.
• Strong communication and interpersonal skills are crucial.

Behavioural Competencies:

• Generating Ideas
• Providing Insights
• Adaptative
• Intuitive
• Collaborative
• Data intelligence
• Producing Output
• Creative

Technical Competencies:

• Data Driven Digital Marketing
• Risk Awareness
• Customer Understanding (Consumer Banking)
• Product and Services Knowledge
• Product Knowledge (Consumer Banking)
• Risk Response Strategy

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To proactively manage a portfolio of retail clients by providing comprehensive, relationship-based banking solutions.

Key Responsibilities

• Establish, build and strengthen relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc).
• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities.
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.

Qualifications

• University Degree

Experience Required

• At least 3 years experience in Personal and Private Banking.
• Knowledge of the bank's products, compliance procedures and regulations governing the management of financial services. Previous branch banking experience.

Behavioural Competencies:

• Articulating Information
• Embracing Change
• Establishing Rapport
• Following Procedures
• Managing Tasks
• Meeting Timescales
• Producing Output
• Seizing Opportunities
• Showing Composure
• Team Working
• Upholding Standards
• Valuing Individuals

Technical Competencies:

• Active Listening
• Banking Process & Procedures
• Customer Understanding ( Consumer Banking)
• Product and Services Knowledge
• Product Knowledge (Consumer Banking)
• Risk Identification
• Telephone Caller Handling