Senior Vice President & Head of Digital Channels - Business Banking

Job Description

Join RAKBANK – Where Innovation Meets Integrity

About The Role

Channel Strategy & Governance

• Define and execute the vision, strategy, and roadmap for Business Banking digital channels (web, mobile, APIs).
• Establish governance frameworks for channel performance, uptime, resilience, and customer experience metrics.
• Ensure alignment with bank policies, risk appetite, and regulatory requirements.

Data, Insights & Analytics

• Implement robust frameworks to track channel usage, metadata, and customer behavior.
• Monitor KPIs for adoption, engagement, transaction success, and reliability.
• Translate insights into actionable improvements and strategic priorities.

Operational Resilience & Incident Management

• Act as the senior point of contact for major channel incidents, outages, and service disruptions.
• Oversee incident escalation, resolution, and post‑incident reviews.
• Lead proactive stakeholder communication during disruptions to ensure transparency and confidence.

Voice Of Customer & Experience Excellence

• Lead initiatives to capture, analyze, and act on customer feedback across digital channels.
• Embed customer insights into technology backlogs and product roadmaps.
• Drive continuous improvement of end‑to‑end digital journeys.

Collaboration & Delivery

• Partner with technology squads, operations, risk, and compliance teams to deliver enhancements at pace.
• Drive backlog prioritization based on customer impact, strategic value, and operational risk.
• Balance speed‑to‑market with control, resilience, and compliance.

Innovation & Continuous Improvement

• Explore and leverage emerging technologies including AI, automation, cloud, and API ecosystems.
• Foster a culture of agility, experimentation, data‑driven decision‑making, and customer‑centricity.
• Influence senior stakeholders and manage competing priorities across complex initiatives.

Education

• Bachelor’s degree required; Master’s degree preferred.

Experience

• 15+ years of experience in digital banking or financial services.
• Minimum 5 years in senior leadership roles managing digital channels or large‑scale transformation programs.
• Proven track record in channel management, customer experience transformation, and incident management.
• Strong understanding of analytics frameworks, digital platforms, and enterprise technologies.

Technical & Functional Expertise

• Agile methodologies (Scrum, SAFe, Kanban).
• Product lifecycle management and backlog prioritization tools (Jira, Azure DevOps, Confluence).
• Customer journey mapping and UX collaboration.
• Data analytics and reporting (Google Analytics, Power BI, Tableau).
• API and integration concepts.
• Regulatory awareness (e.g., AML, FATCA, MiFID II).

Leadership & Soft Skills

• Strategic thinker with strong execution capability.
• Exceptional stakeholder management and influencing skills.
• High resilience with the ability to lead through complexity and change.
• Customer‑first mindset with a passion for innovation.

What’s In It For You

• Competitive, performance‑linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast‑track growth opportunities.
• Mentorship from industry leaders.
• Ready to Redefine Digital Banking?
• If you’re passionate about driving digital transformation and delivering exceptional customer experiences at scale, we’d love to hear from you.
• Apply now and be part of RAKBANK’s journey to deliver Simply Better banking.