The Head of Alternate Channels leads strategy and innovations for digital and physical customer engagement channels, ensuring growth, profitability, and compliance.
The Head of Alternate Channels is a strategic leadership position responsible for managing, innovating, and driving growth across alternate digital and physical customer engagement channels, including Net Banking, Mobile Banking, WhatsApp Banking, and ATM networks. This role encompasses end-to-end channel ownership, including channel profitability, product development, customer experience, operations, and compliance.
Responsibilities- Develop and execute an alternate channels strategy aligned with digital goals, enhancing customer experience while ensuring regulatory compliance.
- Manage the lifecycle, feature enhancements, and performance of channels to drive profitability. Oversee ATM network operations and optimize digital platforms like Net and Mobile Banking.
- Set high customer experience standards, manage budgets, and lead a high-performing team while ensuring compliance and risk management.
- Manage the lifecycle of alternate channel products, including feature enhancements, launches, and upgrades.
- Monitor performance metrics to drive profitability, lead cross-functional teams, and optimize platforms for customer satisfaction. Ensure regulatory compliance and manage cybersecurity risks.
Experience Range: 14 to 18 Years
Qualifications: MBA
CSB Bank Mumbai, Maharashtra, IND Office
CSB Bank Limited Mumbai Office, Siroya Center, 1st, 2nd and 3rd Floor, Sahar Airport Road, Andheri East, Mumbai, Maharashtra, India, 400099
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