Channel Implementation Lead

Direct message the job poster from National Bank of Bahrain

Job Purpose

The job holder is responsible for providing excellent customer service and maintaining strong professional relationship with customer as a Relationship Manager from Payment & Channel product team. The main role is to increase the digital onboarding, digital transactions and reduction in paper processing on value as well as volume parameters. The job holder should be able to understand the client requirements and work on the same from requirements perspective to enhance the product offering, and to prepare various reports and presentations in the customer onboarding and digital platform usage activities.

Key Responsibilities

• Understand and drive the implementation of the product initiatives in coordination with coverage team.
• Maintain and update the business process documents related to commercialization as per the Bank's policies for new customers.
• Manage the client demo with potential customers along with regular follow up with the help of Coverage team is essential for onboarding the customer to use the product.
• Handle the necessary follow up with existing customers to increase the throughput via the channel or convert the paper requests to online requests.
• Arrange for the client training and providing assistance in using the digital solution with clarifications as and when required.
• Arranging for the UAT of the digital solutions with the help of other departments and problem escalation to respective units is required.
• Collaboration with internal and external product partners to prepare and design holistic solution based on the interactions with clients and market trends.
• Ensure the effective delivery of agreed solutions and monitor to stay relevant to client's changing needs.
• Engage with customer from the beginning with calls and scheduling the presentations to provide overview and details about the online capabilities of the platform.
• Coordinate with respective relationship managers under Coverage unit for potential customers.
• Engage with government, large corporates and strategic customers.
• Coordinate with operations team to understand the pain points and volumes processed manually to identify the potential target client base.
• Assist customer in completing the application form and handle the end-to-end follow up until the application form reaches the support team for setup.
• Manager the necessary training sessions with new as well as existing customers to ensure the customer uses the platform smoothly.
• Schedule the meetings with customers at customer premises or in bank premises with the help of respective relationship managers to address customers' needs.
• Maintain the logs of the customer engagements for periodic follow ups.
• Identify new areas of digital engagement with existing bank customers to maintain customers.
• Play a pivotal role in driving the strategic direction and execution of initiatives aimed at enhancing the commercialization of corporate internet banking services. The responsibilities will span across strategic planning, product management, customer engagement, stakeholder management, and ensuring exceptional customer service delivery.
• Handle the initiatives based on regulatory or internal requirement to enhance customer experience including financial and non-financial aspects with enhancement of capabilities, Client access strategies, and oversight of risk and governance.
• Understand the product that is offered to Client in detail from set up to support perspective.
• Design the adequate sales and awareness programs to contribute to business growth objectives.
• Maintain the required trackers based on the product requirements to ensure having database of all products offerings.
• Build familiarity with Clients' account activity to enhance awareness of client needs and behavior.
• Ensure effective delivery of agreed solutions to client needs to achieve optimal customer experience.
• Educate the Coverage teams along with internal Transaction Banking teams about the Online Channel new product functionalities, features, and process implemented.
• Drive the preparation of the required training material if necessary to launch and relaunch products and services to ensure covering all required aspects.
• Coordinate with corporate communication team for the purpose of promotion of new and existing products and serviced to ensure efficient marketing and positioning of product offerings.

MIS

• Design MIS which will help in analyzing multiple aspects of platform usage.
• Make sure the MIS is prepared and updated on regular basis.
• Enhance the current MIS which will help in analyzing the product usage from customer side and suggest areas for improvements while getting the reports data on an automated basis.
• Prepare and analyze the various payments and channels related functional and technical reports to take corrective actions.
• Monitor performance against targets and implement corrective measures as needed to ensure goals are met.
• Prepare any MIS as per requirement based on the activities performed.
• Work on enhancing the MIS formats on Bassira or Power BI.

Customer Servicing & Setup

• Provide training and assistance to corporate clients on how to effectively use internet banking services.
• Conduct product demonstrations and workshops to showcase the features and benefits of our offerings.
• Offer ongoing support and assistance to address any customer inquiries or issues related to internet banking services.
• Develop training materials and resources to empower corporate clients to maximize the value of our internet banking solutions.
• Collaborate with customer support teams to ensure timely resolution of customer issues and inquiries.
• Assist customer experience team to ensure all complaints are resolved at the right level for superior customer experience.
• Escalate the issues to relevant departments wherever deemed necessary to avoid customer impact.
• Assist customer in completing the application form and do the end-to-end follow ups.
• Ensures complete customer platform setup as per the application form and client letter received from customers in accordance with the department procedures.
• Ensure that all new setup and modifications are conducted according to department procedures.
• Ensure timely completion of the activity through finalizing the setup within the specified TAT in the department procedure.
• Ensure necessary tickets are raised for the activities performed to quantify the activities performed.
• Resolve customer issues and queries with minimal escalations through coordinating with other departments.
• Complete the tasks of customer support while keeping minimal or no issues pending.
• Ensure to communicate updates to clients regarding their issues status.
• Follow the escalation process wherever necessary to make sure the customer is not affected.
• Adhere to the processes defined, tools adopted by department for the purpose of effective Customer experience.
• Ensure to response to all incoming calls and emails and ensure to provide consistent service while maintaining high customer satisfaction.

Stakeholder & Product Management

• Initiate and formalize structured periodic onboarding and service review with Coverage as well as Transaction Banking teams.
• Update Coverage team and internal stakeholders whenever required with top customers.
• Lead the deliverables against the objectives.
• Lead the communication with internal stakeholders in the areas of onboarding and digital processing.
• Provide market feedback to customer service team from the service perspective.
• Provide the customer feedback regarding the product features and paint points to payments product team to discuss the enhancements.
• Understand the development pipeline to manage customer expectations and further usage from commercialization perspective.

Audit & Compliance

• Make sure the onboarding activity is completed adhering to the required process of documentation.
• Do the necessary follow up required with legal or any other department from documentation perspective.
• Engage in activity to assess the regulatory change on existing products and services.
• Make sure the onboarding is happening with all the documents are in order as per procedure of the bank and requirement of the products and services signed by customer.

Qualifications & Experience

• Bachelor's degree in Business Studies, Economics, Finance or in any other subject or equivalent is required.
• Master's degree in Business Studies, Economics, Finance, or in any other subject is preferred.
• Minimum of 3-4 years of practical experience in a bank in the same or similar function.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other
• Industries: Banking

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