Senior Vice President, Head of Digital Channels, Business Banking

Job Title

Job Purpose

1. Digital Strategy & Channel Ownership

• Define and lead the end-to-end digital strategy for Business Banking across mobile, web, API, and ecosystem channels.
• Develop a multi-year roadmap that enhances customer experience, drives digital adoption, and positions the bank competitively against fintech and neo-bank offerings.
• Ensure alignment between digital journeys, product strategy, and business priorities

2. Customer Acquisition, Journeys & Experience

• Own the full customer lifecycle across digital onboarding, activation, servicing, and cross-sell touchpoints.
• Continuously optimise journeys to improve conversion, reduce friction, and enable straight-through processing.
• Partner with Marketing on digital campaigns that drive acquisition, engagement, and product penetration.

3. Data, Insights & Performance Management

• Build comprehensive dashboards and analytics frameworks to track usage, engagement, adoption, drop-off, and channel performance.
• Use behavioural and transactional insights to guide prioritisation, product enhancements, and commercial decisions.
• Deliver regular reporting to senior leadership on performance, business impact, and future opportunities.

4. Operational Resilience & Channel Reliability

• Serve as the business owner and escalation point for digital channel issues, ensuring swift triage, stakeholder communication, and resolution.
• Strengthen incident management processes and ensure alignment with IT, Architecture, Governance, and Cyber Security.
• Maintain high standards of availability, security, and regulatory compliance.
• 5.
• Product Delivery, Technology Collaboration & Agile Leadership
• Lead cross-functional product squads responsible for delivering new capabilities across onboarding, servicing, payments, lending, and ecosystem integrations.
• Prioritise the backlog based on customer value, commercial impact, and strategic objectives.
• Work closely with Technology, Architecture, QA, Infrastructure, and third-party partners to deliver scalable and stable solutions.

6. Ecosystem, Embedded Finance & API Expansion

• Build and scale new-age business models through BaaS, Open Banking, embedded finance, and partner platforms.
• Drive API-based integrations with accounting systems, HRMS solutions, fintech partners, and marketplaces.
• Identify opportunities to extend digital reach beyond traditional channels.

7. Innovation & Continuous Improvement

• Champion digital-first thinking, emerging technologies, automation, AI-driven experiences, and cloud adoption.
• Introduce best practices from global SME digital banking, challenger banks, and fintech ecosystems.
• Foster a culture of experimentation, customer-centricity, and rapid delivery.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 15+ years in digital banking, SME banking, fintech, or digital product management, with at least 5 years in senior leadership.
• Proven experience owning digital channels, digital onboarding, or SME/Business Banking platforms.
• Strong understanding of data analytics, customer experience design, and agile delivery models.
• Exposure to API banking, embedded finance, BaaS, or ecosystem integrations is a strong advantage.