Head of Products & Customer Journeys - Retail Banking

United Arab Bank; Sharjah; On-site; AED 300,000 - 400,000; Full time

Job summary

A leading banking institution in Sharjah is seeking a senior professional to develop and manage a portfolio of retail banking products. The ideal candidate will have over 15 years of experience in retail banking, with significant expertise in digital banking and product development. Responsibilities include enhancing customer experience, optimizing product offerings, and driving customer acquisition strategies. Excellent leadership skills are required for team management in this pivotal role.

Qualifications

• 15+ years of experience in retail banking or product development.
• At least 5 years in the digital banking space.
• 5+ years in a people management role within a product team.

Responsibilities

• Develop and manage retail banking products to drive growth.
• Optimize retail portfolio for increased income.
• Ensure distinctive customer experience through customer lifecycle management.
• Collaborate with teams to maintain product quality.

Skills

Retail banking expertise

Customer acquisition strategies

Digital banking initiatives

Product development

Team management

Education

Bachelor degree in Finance, Economics, Business Administration

Postgraduate degree or MBA

Job description

Job Purpose

Develop and manage a portfolio of leading retail banking products & services to drive UAB's balance sheet & revenue growth.

Position UAB as the bank providing best customer experience in the UAE through digital products & services.

Principal Accountabilities

Strategic

• Drive retail banking annual gross operating income, through solid customer acquisition strategies and all retail banking products especially Cards & Payments, Remittances, Savings Accounts and Unsecured Lending.
• Continually optimize retail portfolio to increase retail banking net operating income and net profit.
• Drive change to ensure distinctive customer experience across all channels through a customer lifecycle management framework, associated processes, KPIs, trainings and infrastructure enhancement.
• Push UAB Retail Banking into the new age by leveraging digital technologies and advanced analytics across customer journeys and offerings to not only drive value but also offer distinctive customer experience.

Foundational Accountabilities

• Run UAB Retail Banking Products & Customer Journeys function and take full responsibility for managing the functions operations.
• Execute retail banking products & services roadmap as per 5 years plan and establish a customer lifecycle management framework to ensure optimal customer engagement and best-in-class customer experience.
• Manage design, development, implementation and ongoing commercialization of retail banking products and services especially on Cards & Payments, Remittances, Savings Accounts and Unsecured Lending to increase UAB's competitiveness in the market and to meet and exceed customers' expectations.
• Maximize retail banking products offering to meet and exceed peer products in the market by incorporating feedback from other core retail banking functions.
• Maximize synergies with Marketing and CRM to drive value for customers.
• Oversee the profitability of retail banking portfolio, re-adjust on an ongoing basis and ensure that profitability targets are met.
• Oversee customer acquisition and churn management to drive balance growth and manage risks within bank's appetite.
• Collaborate with internal & external teams to ensure all products and services are regularly maintained and problems resolved to drive positive customer experience.
• Ensure the timely execution and completion off all remediation activities.
• Oversee acquisition and development of critical talent that needs to be onboarded to drive Products & Customer Journeys function's growth.

Job Requirements

• Bachelor degree in Finance, Economics, Business Administration or similar field.
• Post graduate degree in a relevant field or MBA will be preferable.
• 15+ years of experience in retail banking or product development in the financial sector with at least 5 years in digital banking space
• 5+ years of experience in a position with people management responsibilities in a product team
• Demonstrated experience in developing and driving product initiatives end-to‑to‑end from planning to post‑rollout management