Mobile Banking Channel Owner - Design & Delivery of Mobile Banking str

PURPOSE OF THE ROLE:

To lead the design and delivery of a mobile banking channel strategy based on deep customer understanding which will increase usage and functionality leading to significant improvements in customer satisfaction and brand advocacy 

To be considered for this role, the individual MUST HAVE significant visible experience of previous mobile banking (or broader FS) channel ownership. To have designed of delivered a mobile strategy without actual BAU responsibility of a mobile Banking team will not be sufficient.

DELIVERABLES:

- Development of a strategy to evolve and improve the mobile-based propositions for the Bank customer base (both personal and business) including banking, payments and mCommerce solutions
- Thought leadership and championing across the Bank business of the potential of mobile and other portable devices
- Design and specification of new propositions for the Bank customer base  with associated business cases
- Improvement to existing customer journeys based on analysis of customer behaviour, performance and feedback
- Management of the development workstack, working with technology partners to deliver a continuous stream of improvements and new features to the market
- Promotion and adoption of agile working practices to ensure effective speed to market and customer centric outcomes.
- Communication strategy  to promote mobile services within the Bank customer base and staff population to drive uptake, usage and improved customer satisfaction
- Management of the end-end customer experience - manage budgets, processes, agencies, risks and key suppliers to ensure that the bank achieves best in class, cost effective mobile solutions in line with the Group Guidance and policies
- Management of all key stakeholder relationships across internal and external suppliers - in particular develop strong relationships with strategic partners for mobile development
- Business owner for customer feedback and resolution of complaints for Bank online servicing
- Owner of customer experience for establishment of standalone Bank mobile solutions, including management of any customer migration plans
- Lead decision making process on choice of strategic partnership model and associated operating practices.
- Attract and develop a team of mobile experts who are functional specialists, customer centric and able to operate effectively and seamlessly within the wider bank  

Critical Competencies: skills and abilities required for the role

- Proven manager able to educate and engage senior stakeholders
- Ability to galvanise support across a complex organisation and a wide range of stakeholders
- Excellent written and oral communication skills
- Strong interpersonal and influencing skills
- Ability to lead and deliver multiple workstreams running concurrently
- Strong commercial awareness including the ability to make a direct connection between work activity and value to the business

Experience:

- Strong knowledge of mobile technologies and mobile marketplace, including mCommerce and mobile banking
- Experience of delivering technology based propositions through agile development techniques
- Development of new propositions and associated business case
- Experience in Financial Services an advantage
- Project Management experience
- Qualified to degree level or equivalent.
- Experience in working within a function with significant compliance/regulatory issues
- Excellence in building relationships with external and internal stakeholders on a day to day basis

Other Significant Role Requirements:

- Strong commercial and financial acumen
- Strong capability in strategic thinking and effective business planning
- Tenacious in pursuit of change
- A high level of drive, energy and personal commitment to success

Scope of Role:

- All mobile phone and related device applications within Bank
- Business and Retail customer bases
- End-to-end business ownership

Technical Knowledge:

- Strong Microsoft application skills
- Working knowledge of agile development technique
- Appreciation of digital design principles and their application to the mobile environment

People Management:

- The role will have line management responsibility and the role holder will have responsibility in driving efficiency improvements in the way we work and ensure we focus on rewarding and recognising the right behaviours
- Comply with HR performance processes by setting objectives for any direct reports and conducting mid/full year performance reviews
- Lead and develop a team of 3-6 people
- Support the talent and succession management process
- Ensure all team members complete and pass regular reading & viewing on time
- Work in partnership with HR to recruit, develop and retain high performing staff
- Ensure all team members complete and pass ACE controls on time

Risk Management

- Escalate identified risk in accordance with internal governance and controls
- Adherence to the business continuity plan and incident management
- To be accountable for ensuring you understand, uphold and promote risk relating to your role  
- Ensure all activity is consistent with the spirit and letter of Treating Customers Fairly
- Complete all your regular reading and viewing and pass associated assessments
- Deliver and manage specific products within regulatory and governmental frameworks
- Implement and maintain business continuity plan for this role. Maintain Critical Incident Management process
- Complies with relevant Policies, considers and escalates the adequacy and effectiveness of the business's controls on a regular basis
- Appropriate and timely engagement with impacted business partners and complies with relevant Bank Policies
- Ensure all activity is conducted in the manner that is in keeping with Conduct Risk
- Follows and/or maintains operating procedures which include relevant controls to meet Group and local policy requirements

Financial Management:

- Responsibility for key Costs and Budgets within team
- Financial targets
- Budget reporting and project reporting