Senior Manager, Digital Channels

Industry: Banking 

Job Summary:
The Senior Manager, Digital Channels will lead the strategy, execution, and performance of the banks digital platforms, including Mobile Banking, Corporate Internet Banking, Payment Gateway, Merchant Management System, Partner Integration, Portals, E-Commerce, and Marketplace. The role combines business, technology, and leadership expertise to deliver seamless, secure, and customer-centric digital experiences.

Main Responsibilities:

• Develop and implement the banks digital channel strategy aligned with the digital transformation roadmap.
• Drive adoption, engagement, and growth across retail, SME, and corporate customer segments.
• Collaborate with cross-functional teams (IT, Product, Operations, Risk, Compliance, Cash Management, and Partners) to deliver digital initiatives within budget and timelines.
• Oversee the full lifecycle of all digital platforms, ensuring reliability, usability, and innovation.
• Define and prioritize digital features, focusing on user experience, accessibility, and functionality.
• Build strategic partnerships with fintechs, payment networks, and technology vendors to strengthen the banks digital ecosystem.
• Ensure digital channels meet regulatory, compliance, and cybersecurity standards.
• Establish clear SOPs and escalation processes for channel operations and support.
• Monitor and improve system uptime, performance, and customer SLAs.
• Drive continuous innovation in customer experience, such as biometric authentication, passkeys, QR payments, and AI-driven personalization.
• Manage, coach, and develop a team of digital product owners, channel specialists, and support staff.
• Set KPIs, dashboards, and reporting mechanisms to track adoption, satisfaction, and revenue contribution.
• Promote a culture of innovation, accountability, and customer focus across teams.

Main Requirements:

• Bachelors degree in Business, Computer Science, or related field.
• Minimum 5 years of experience in digital banking, fintech, or payments, with at least 3 years in a managerial role.
• Deep understanding of digital banking platforms, APIs, integration, and payment infrastructure.
• Proven experience in managing merchant ecosystems, payment gateways, and e-commerce or marketplace solutions.
• Skilled in agile methodologies, digital product management, and customer journey design.
• Strong knowledge of banking regulations, compliance, and cybersecurity requirements.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage vendors, partners, and cross-functional teams effectively.