Online Banking Director recruitment
The overall job purpose is to provide delivery of Online Banking performance to provide tangible customer and business benefits from the Online secure site and public site activity,
To develop, implement and manage the delivery of the customer growth and engagement plans.
Drive a step change in the Online commercial adoption performance, customer adoption, satisfaction and complaints.
Delivery of the Online business plan, targets and KPIs, and ownership of the customer experience for the secure and public sites, while driving innovation and improvements to the Online Branch.
Key Accountabilities
Develop and deliver customer engagement, adoption and commercial plans
Lead the implementation of customer contact strategies for the Online Branch
Support Customer Network commercial management team in the development delivery of their integrated business activity plans to achieve their commercial targets
Active management of targets, performance metrics, efficiency measures and business flows to ensure delivery of agreed KPIs and resolution of issues arising from performance
Drive the ongoing development of the business, financial operational requirements to deliver the identified opportunities
Build and develop a market leading web analytics capability and drive our Search Engine Optimisation (SEO) activity
Drive cross channel customer activation plan and campaigns to retain and grow the active digital customer base
Own and design the target Online customer experience and translate into strategies for product, service and channel in the Online Branch
Monitor and respond to external competitor developments
Design and deliver customer acquisition strategies for the Retail Bank through the Online Branch
Deliver online channel strategies for the delivery of Retail Bank's products and services;
Responsible for formulating and delivering a best in class Online Banking platform, that is scalable, robust, flexible and capable of providing a customer value proposition with market leading security across the Group;
Monitor and respond to customer behaviour in the Online Branch to continuously improve the branch KPIs
Design and delivery of industry leading online functionality to support customer adoption, regular usage and retention;
Development and implementation of reporting metrics enabling trend analysis, in respect of activation rates, abandonment rates and customer data mining.
Experience
Track record of delivery in the context of significant transformational change and demonstrable delivery of associated benefits
Ownership of Commercial and Financial targets and budgets with at least 5 years experience
Considerable customer service experience leading to a deep understanding of customer, people and business needs
Track record of online delivery through Agile/SCRUM methodologies
Knowledge
Knowledge of risk and governance frameworks
Knowledge and understanding of the full range of banking and credit card products
Knowledge of Digital commerce
Knowledge of usability techniques and screen design and their application to improve Digital customer experience
Strategic knowledge of content management systems
Strategic knowledge of IT systems and their capabilities
Marketing management
Design and provision of new channel strategies
Delivery of value-generating commercial Digital activity
Understanding of the Banks Strategy and organisation
Regulatory knowledge and operational risk management
Business knowledge (eg sales, marketing, strategy and planning, finance, operations, IT)
Working cross-channel, particularly with Online Banking Helpdesk
If you feel as though you meet the described criteria and have delivered a similar online banking project previously, please submit your CV and a cover letter to razzaq.alam@jcwresourcing.com , alternatively, do not hesitate to call 0203 5899 275 for further information.