Head Digital Financial Services

This is a key leadership role responsible for driving the digital transformation and growth of financial services. The ideal candidate will possess a strong strategic vision, a deep understanding of digital technologies, and a proven track record in leading high-performing teams. This position offers an exciting opportunity to shape the future of digital banking and contribute significantly to the bank's success.

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 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 surveys to guide the 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 the branch network (Sales Stimulation).
• Facilitate product development and drive utilization of the same in order to achieve business targets.

Daily Responsibilities

• Supervising the growth of digital financial services.
• Managing customer recruitment and activation of customers in the channels banking.
• Guiding the digital financial services team on handling issues and supporting customers.
• Ensuring quality service to customers and managing customer complaints professionally and within minimum time.
• Managing and supervising digital financial services projects to ensure they are delivered and complied with procedures and policy.

Minimum Position Qualification Requirements

• Bachelor’s Degree in Banking/Finance/Marketing/IT or equivalent (Required)
• Professional Qualifications - IT background (Added Advantage)
• Master’s Degree - Business Administration (Added Advantage)
• Total Minimum No of Years’ Experience Required: 7 years

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Posted: February 27th, 2026

Deadline: March 13th, 2026