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Digital Transformation Leader

3 weeks ago

Manama, Manama, Bahrain beBeeProduct Full time 6,000 - 12,000
Job Purpose

The role entails delivering exceptional customer service and fostering strong professional relationships with customers as a Relationship Manager from the Payment & Channel product team. The primary objective is to increase digital onboarding, transactions, and reduce paper processing on both value and volume parameters. The incumbent must be able to comprehend client requirements and work accordingly to enhance product offerings, prepare various reports and presentations for customer onboarding and digital platform usage activities.

Key ResponsibilitiesCommercialization
  • Understand and drive the implementation of product initiatives in coordination with coverage teams.
  • Maintain and update business process documents related to commercialization as per bank policies for new customers.
  • Manage client demos with potential customers along with regular follow-ups with the help of Coverage teams for onboarding customers to use the product.
  • Handle necessary follow-ups with existing customers to increase throughput via channels or convert paper requests to online requests.
  • Arrange for client training and provide assistance in using digital solutions with clarifications as needed.
  • Arrange UAT of digital solutions with the help of other departments and problem escalation to respective units.
  • Collaborate with internal and external product partners to prepare holistic solutions based on interactions with clients and market trends.
  • Ensure effective delivery of agreed solutions and monitor to stay relevant to clients' changing needs.
  • Engage with customers from the beginning through calls and scheduling presentations to provide overview and details about 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 teams to understand pain points and volumes processed manually to identify potential target client bases.
  • Assist customers in completing application forms and handle end-to-end follow-ups until applications reach support teams for setup.
  • Manage necessary training sessions with new and existing customers to ensure customers use platforms smoothly.
  • Schedule meetings with customers at their premises or in bank premises with the help of respective relationship managers to address customers' needs.
  • Maintain logs of 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 strategic direction and execution of initiatives aimed at enhancing commercialization of corporate internet banking services.
  • Responsible for spanning across strategic planning, product management, customer engagement, stakeholder management, and ensuring exceptional customer service delivery.
Product Commercialization
  • Understand products offered to clients in detail from set-up to support perspective.
  • Design sales and awareness programs to contribute to business growth objectives.
  • Maintain required trackers based on product requirements to ensure database of all product 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 Coverage teams and internal Transaction Banking teams about Online Channel new product functionalities, features, and processes implemented.
  • Drive preparation of required training material if necessary to launch and relaunch products and services to ensure covering all required aspects.
  • Coordinate with corporate communication teams for promotion of new and existing products and services to ensure efficient marketing and positioning of product offerings.
MIS
  • Design MIS that will help in analyzing multiple aspects of platform usage.
  • Ensure MIS is prepared and updated on regular basis.
  • Enhance current MIS that will help in analyzing product usage from customer side and suggest areas for improvements while getting report data on automated basis.
  • Prepare and analyze 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 activities performed.
  • Work on enhancing 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 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 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 right level for superior customer experience.
  • Escalate issues to relevant departments wherever deemed necessary to avoid customer impact.
  • Assist customers in completing application forms and do end-to-end follow-ups.
  • Ensure complete customer platform setup as per application form and client letter received from customers in accordance with department procedures.
  • Ensure all new setups and modifications are conducted according to department procedures.
  • Ensure timely completion of activity through finalizing setup within specified TAT in department procedure.
  • Ensure necessary tickets are raised for activities performed to quantify activities performed.
  • Resolve customer issues and queries with minimal escalations through coordinating with other departments.
  • Complete tasks of customer support while keeping minimal or no issues pending.
  • Ensure to communicate updates to clients regarding their issue status.
  • Follow escalation process wherever necessary to make sure customer is not affected.
  • Adhere to processes defined, tools adopted by department for purpose of effective customer experience.
  • Ensure to respond 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 deliverables against objectives.
  • Lead communication with internal stakeholders in areas of onboarding and digital processing.
  • Provide market feedback to customer service team from service perspective.
  • Provide customer feedback regarding product features and pain points to payments product team to discuss enhancements.
  • Understand development pipeline to manage customer expectations and further usage from commercialization perspective.
Audit & Compliance
  • Ensure onboarding activity is completed adhering to required process of documentation.
  • Do necessary follow-up required with legal or any other department from documentation perspective.
  • Engage in activity to assess regulatory change on existing products and services.
  • Ensure onboarding is happening with all 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 same or similar function.