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Vice President Channel Manager ATM/CCDM Job in Dubai United Arab Emirates

Job Purpose

  • The role will be primarily responsible for the management and growth of the ATM and self-service distribution channels and ensure provision of ‘round-the-clock’ services to meet customer needs. 

Key Result Areas

Shareholder & Financials

  • Ensure optimal availability of self-service channels including ATM and CCDM channels to maximize retail sales and service and thereby facilitate the achievement of retail banking volume, revenue and profit targets.
  • Leads innovation on the automated deposit and cash recycling machines.
  • Strive to increase revenue streams and reduce management cost of the relevant channels.
  • Assist Head of Alternate Channels to maximize retail sales and service and thereby facilitate the achievement of retail banking volume, revenue and profit targets.
  • Coordinate implementation of migration of transaction volumes from branches to electronic channels to achieve agreed migration targets, including liaising and training of branch operations for progressive reductions in processing workloads and introduction of paper-less functionalities.
  • Evaluate KPIs for performance of the channel including uptimes, footfalls, x-sell, etc, from the channel and take required actions to further enhance quality and efficiency.
  • Overseas entire ATM network and network planning.
  • Manages Landlord relationships and rent contract negotiations.
  • Drives ATM channel from a migration channel to a customer relationship channel.

Customer & Franchise

  • Responsible for focusing the channel on the needs of the customer and lead any customer focused initiatives for ATMs/CCDMs.
  • Work closely with Operations/Realty to ensure adequate stocking and uninterrupted service to customers.
  • Seek to continuously exceed customer expectations through the development and introduction of innovative alternate channel services / products in line with the retail bank strategy to provide customers the flexibility to conduct their banking transactions efficiently, and yet safely.
  • Build and maintain strong and effective relationships with other related units to achieve the group’s goals.

Internal (Process, Products, Regulatory)

  • Compile MIS pertaining to usage of the channel and the resulting revenue earned / costs incurred on periodic basis for the Head, Alternate Channels. Provide reports and analysis on the offers / campaigns to different Product managers/units.
  • Liaise with all internal teams like CRU, product & fraud to track and respond to customer queries/complaints.
  • Liaise and follow up with tech support and development teams to offer immediate. Stop-gap and permanent enhancements on the ATM channel.
  • Coordinate with customer service, research & quality unit on customer needs and trends to help work on new functionalities.
  • Work with respective channels (Product & Tech) to offer & implement possible differential pricing and track sales.
  • Work with respective channels (DBC, branch, sales) to ensure communication and marketing of self-service channels.
  • Oversee the handling of related customer disputes or fraudulent issues in accordance with state regulations.
  • Work closely with the Senior Manager, Channels to reduce the likelihood of a negative risk event by establishing and reinforcing the control consciousness of the unit.

Learning & Knowledge

  • Possess a good knowledge of the business related to the self service in the banking industry, its products and related risks together with the good knowledge.

Knowledge, Skills & Experience 

  • Good knowledge of marketing techniques, including analysis and marketing program development.
  • Sound knowledge of operations, local market environment and major customer concerns.
  • Clear and effective writing style.
  • Familiarity and ability to manage analysis tools.
  • Perceptive analyst, strong team player and leader.
  • 3-5 years of experience in marketing / technology, incorporating excellent marketing and analysis.
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