Divisional Head: Customer Channels

About the role

The Divisional Head of Customer Channels will shape and execute the bank’s end‑to‑end customer engagement strategy across all access points, including digital platforms, branches, ATMs and contact centres. This senior leader will ensure channel effectiveness, accessibility and innovation while balancing customer satisfaction, cost‑to‑serve and operational efficiency.

Key responsibilities

• Lead, coach and develop high‑performing channel teams, managing performance, staffing and professional growth.
• Define and implement an omni‑channel strategy aligned with the bank’s personal banking objectives.
• Drive governance, risk management and resilience across all customer channels.
• Collaborate with product, technology, marketing and operations to deliver seamless customer journeys.
• Use channel usage data and customer insights to optimise performance and profitability.
• Manage partner and vendor relationships, ensuring compliance and service quality.
• Oversee budgeting, cost‑to‑serve analysis and financial performance of channels.

Required profile

• Post‑graduate qualification in Business, Commerce or Business Administration.
• Minimum 15 years of leadership experience in digital banking, customer journey mapping and omni‑channel strategy within a retail banking environment.
• Strong business and financial acumen, with proven ability to influence executive and board‑level stakeholders.
• Excellent governance, risk and vendor‑management capabilities.

Required skills

• Digital onboarding platforms
• Payments systems
• Authentication solutions

What we offer

• Strategic leadership role within a leading bank.
• Opportunity to drive innovation across multiple customer channels.
• Collaborative environment with cross‑functional teams.