Job Summary
- The Head of Digital Banking will lead the strategic transition ofa traditional microfinance institution to a fully digital-driven financialservices provider.
- The role is responsible for driving innovation, enhancingcustomer experience through digital channels, and developing scalable digitalproducts that significantly improve profitability, efficiency, and market reach.
- The incumbent will oversee all digital platforms including mobile banking, webbanking, USSD services, and agency banking, while building and managing ahigh-performing digital team.
Key Responsibilities and KPIs
Digital Transformation Strategy:
- Develop and execute a comprehensive digital transformation roadmap aligned with the Bank’s strategic goals.
- Lead the transition from branch-led operations to a hybrid and digital-first banking model.
- Identify emerging technologies and trends to drive innovation and competitive advantage.
KPIs:
- Achieve 70%–85% of total transactions via digital channels within 12–18 months.
- Digitize at least 90% of existing products and services within timeline.
- Reduce branch-based transactions by a minimum of 50% within 12 months.
Digital Channels & Platforms Management
- Oversee the functionality, performance, and continuous improvement of mobile banking, internet/web banking, USSD services, and agency banking platforms.
- Ensure seamless integration across all digital channels for a unified customer experience.
- Drive uptime, reliability, and scalability of all digital platforms.
KPIs:
- Maintain platform uptime of ≥ 99.5% across all channels.
- Achieve ≥ 98% transaction success rate across platforms.
- Reduce system downtime incidents to < 2 critical incidents per quarter.
- Ensure app response time < 3 seconds for key transactions.
Product Development & Innovation:
- Lead the design and deployment of scalable digital financial products.
- Collaborate with business units to digitize existing products and create new revenue streams.
- Ensure all products are customer-centric, data-driven, and commercially viable.
KPIs:
- Launch at least 2–4 new digital products or features per quarter.
- Achieve minimum 20% adoption rate within 3 months of product launch.
- Deliver ≥ 90% of projects within agreed timelines and budget.
Team Leadership & Management:
- Build, lead, and mentor a cross-functional digital team.
- Establish clear performance objectives and KPIs for team members.
- Foster a culture of innovation, accountability, and continuous improvement.
KPIs:
- Achieve ≥ 90% team performance score annually.
- Maintain staff attrition rate below 10%.
- Ensure 100% completion of training and upskilling programs annually.
Data Analytics & Performance Optimization:
- Leverage data analytics to monitor user behavior and performance.
- Optimize digital channels to increase adoption and revenue.
- Drive data-led decision-making.
KPIs:
- Grow active digital users by 10%–15% month-on-month.
- Achieve minimum 60% customer adoption rate.
- Maintain Customer Satisfaction Score (CSAT) ≥ 85%.
Partnerships & Vendor Management:
- Manage relationships with fintech partners and vendors.
- Negotiate and manage SLAs.
- Identify strategic partnerships.
KPIs:
- Ensure SLA compliance.
- Establish at least 2–3 strategic partnerships annually.
Risk, Compliance & Security
- Ensure compliance with regulatory requirements.
- Mitigate cyber risks and maintain fraud controls.
KPIs:
- Maintain zero major regulatory breaches.
- Keep fraud losses below 0.5%.
- Ensure 100% compliance.
Revenue & Profitability Management:
- Drive revenue growth through digital channels.
KPIs:
- Increase digital revenue contribution to ≥ 40%.
- Achieve 20% growth in digital lending.
- Drive 30% increase in fee income.
- Reduce cost-to-serve by 25%.
Agency & USSD Banking Growth
- Drive growth in agency and USSD banking.
KPIs:
- Increase transaction volume by 15% monthly.
- Grow agent network by 20%.
- Achieve ≥ 50% transactions via USSD/agency.
