Head of Digital Financial Services

KCB Group • Washington, DC

21h

About The Position

KEY RESPONSIBILITIES:

Strategic Leadership

Develop and execute the bank’s Digital Financial Services strategy aligned
with overall corporate objectives.
Lead digital transformation initiatives across channels including mobile
banking, internet banking, agency banking, cards, and emerging platforms.
Identify new digital business opportunities, partnerships, and revenue
streams.
Drive innovation to maintain competitive advantage and market leadership.
Champion a customer-centric digital culture across the bank.

Governance and Risk Management

Ensure there is a robust governance framework for all digital services.
Ensure compliance with regulatory requirements, internal policies, and
industry standards.
Oversee digital risk management including cyber security, fraud prevention,
data protection, and operational resilience.
Ensure effective controls across digital operations and third-party
relationships.

Product Development and Innovation

Lead end-to-end lifecycle management of digital products and services.
Oversee design, development, testing, launch, and continuous improvement of
digital solutions.
Drive adoption of emerging technologies such as fintech integrations, APIs,
artificial intelligence, and digital payments.
Ensure products meet customer needs, usability standards, and commercial
objectives.

Business Growth and Performance

Deliver growth in digital transactions, customers, revenues, and market
share.
Establish KPIs and performance dashboards for digital services and products.
Monitor profitability and return on investment of digital initiatives.
Build and manage strategic partnerships with telecoms, fintechs, payment
networks, and technology providers.
Lead negotiations and commercial arrangements with partners.
Expand the Bank’s digital ecosystem to support payments, lending, savings,
and lifestyle services.
Manage and drive business delivery across all delivery channels (ATM,
Internet banking, mobile banking, merchant acquiring, E commerce, cards,
Money transfer services, etc.) to achieve business targets.

Customer Experience and Service Excellence

Ensure seamless, secure, and reliable digital customer journeys.
Oversee service availability, uptime, and incident management.
Use data and analytics to improve customer engagement and personalization.
Address customer complaints and service gaps related to digital channels.
Carry out competitor’s survey to guide development of pricing strategies,
product development and customer service programs.

Team Leadership and Capability Building

Build, lead, and motivate a high-performing multidisciplinary digital team.
Develop talent, succession plans, and specialist skills in digital banking.
Promote collaboration across business units, IT, risk, and operations.
Drive digital financial service products for the bank.
Coordinate and drive new sales and product penetration across branch network
(Sales Stimulation).
Facilitate product development and drive utilization of the same in order to
achieve business targets.

DAILY RESPONSIBILITIES:

1. Responsible for supervising growth of digital financial services
2. Responsible for managing customer recruitment and activation of customer in
the channels banking
3. Managing and guide digital financial services team on handling issues and
supporting customers
4. To ensure quality service to Customers and managing Customer complains is
done in a professional and within minimum time.

5. Manage and supervising digital financial services projects to ensure are
delivered and complied with procedures and policy.

Requirements

• Bachelor’s DegreeBachelor in Banking/Finance/Marketing/IT or equivalent
• 7 years of experience
• 5 years experience in Channels support
• 5 years experience in Customer support
• 5 years experience in Banking Ops
• 5 years experience in Digital Banking

Nice To Haves

• IT background
• Master’s DegreeBusiness Administration

Responsibilities

• Develop and execute the bank’s Digital Financial Services strategy aligned with overall corporate objectives.
• Lead digital transformation initiatives across channels including mobile banking, internet banking, agency banking, cards, and emerging platforms.
• Identify new digital business opportunities, partnerships, and revenue streams.
• Drive innovation to maintain competitive advantage and market leadership.
• Champion a customer-centric digital culture across the bank.
• Ensure there is a robust governance framework for all digital services.
• Ensure compliance with regulatory requirements, internal policies, and industry standards.
• Oversee digital risk management including cyber security, fraud prevention, data protection, and operational resilience.
• Ensure effective controls across digital operations and third-party relationships.
• Lead end-to-end lifecycle management of digital products and services.
• Oversee design, development, testing, launch, and continuous improvement of digital solutions.
• Drive adoption of emerging technologies such as fintech integrations, APIs, artificial intelligence, and digital payments.
• Ensure products meet customer needs, usability standards, and commercial objectives.
• Deliver growth in digital transactions, customers, revenues, and market share.
• Establish KPIs and performance dashboards for digital services and products.
• Monitor profitability and return on investment of digital initiatives.
• Build and manage strategic partnerships with telecoms, fintechs, payment networks, and technology providers.
• Lead negotiations and commercial arrangements with partners.
• Expand the Bank’s digital ecosystem to support payments, lending, savings, and lifestyle services.
• Manage and drive business delivery across all delivery channels (ATM, Internet banking, mobile banking, merchant acquiring, E commerce, cards, Money transfer services, etc.) to achieve business targets.
• Ensure seamless, secure, and reliable digital customer journeys.
• Oversee service availability, uptime, and incident management.
• Use data and analytics to improve customer engagement and personalization.
• Address customer complaints and service gaps related to digital channels.
• Carry out competitor’s survey to guide development of pricing strategies, product development and customer service programs.
• Build, lead, and motivate a high-performing multidisciplinary digital team.
• Develop talent, succession plans, and specialist skills in digital banking.
• Promote collaboration across business units, IT, risk, and operations.
• Drive digital financial service products for the bank.
• Coordinate and drive new sales and product penetration across branch network (Sales Stimulation).
• Facilitate product development and drive utilization of the same in order to achieve business targets.
• Responsible for supervising growth of digital financial services
• Responsible for managing customer recruitment and activation of customer in the channels banking
• Managing and guide digital financial services team on handling issues and supporting customers
• To ensure quality service to Customers and managing Customer complains is done in a professional and within minimum time.
• Manage and supervising digital financial services projects to ensure are delivered and complied with procedures and policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager