Channel Management

alrajhi bank Malaysia; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading financial institution is seeking a Digital Channel Manager to lead the strategic development and operational excellence of its digital channels. The role requires over 7 years of experience in product management within the financial services industry and involves overseeing digital innovation and compliance. Strong project management and communication skills are essential. The position offers a competitive salary and an opportunity to drive business growth in Kuala Lumpur.

Qualifications

• More than 7 years of experience in product management, preferably in financial services.
• Proven experience in developing, launching, and maintaining digital products.
• Strong project management knowledge and execution skills.

Responsibilities

• Manage the channel strategy and digital roadmap aligned with the bank's vision.
• Oversee business development, service enhancement, and digital channel projects.
• Collaborate with internal teams to plan and execute digital campaigns.

Skills

Product management

Project management

Communication skills

Analytical skills

Education

Bachelor's degree in Business Administration or Computer Science

Tools

Microsoft Excel

Jira

Confluence

Job description

Job Purpose

This role is responsible for leading the strategic development and operational excellence of the bank's digital channels. It drives digital innovation, enhances customer experience, and ensures the efficient and compliant delivery of digital products and services, contributing directly to business growth and financial targets.

Key Responsibilities

• Manage the channel strategy and digital roadmap aligned with the bank's overall vision.
• Oversee business development, analysis, service enhancement, and projects related to digital channels.
• Coordinate change management initiatives related to digital products and supervise their transition from requirements to production systems. Run beta and pilot programs for early-stage products/services. Manage and report on all digital channel projects.
• Define compelling value propositions to improve digital/user experience and performance.
• Stay updated on industry trends, best practices, and the competitive landscape to offer best-in-class digital features, services, and customer experience.
• Monitor, report, and escalate all production issues; maintain system availability. Resolve issues by coordinating with Call Center agents and Tech Support. Plan and implement changes. Manage site content, admin modules, and marketing efforts.
• Develop, optimize, and maintain product support through close coordination with IT development, IT operations, and Customer Support teams. Maintain SLA levels and measure performance.
• Support and participate in RFI/RFQ/RFP processes as needed.
• Manage digital channel vendor PR/PO and relevant contracts.
• Collaborate with internal teams such as Customer & Digital Experience, Change Management, and Growth teams to plan and execute campaigns and promotions.
• Ensure compliance with regulatory and control requirements, including governance, audit, risk, and fraud detection.
• Achieve financial targets and KPIs set by management.
• Perform tasks assigned by the Head of Digital.
• Act as a back-up for cross-functional units when needed.

Requirements

• Bachelor's degree in Business Administration, Computer Science, or related field.
• More than 7 years of experience in product management, preferably in the financial services industry.
• Proven experience in developing, launching, and maintaining digital products.
• Strong project management knowledge and execution skills.
• Solid understanding of banking systems and digital banking operations.
• Excellent business and technical documentation skills (mandatory).
• Strong communication skills (verbal and written) and storytelling abilities.
• Strong analytical, problem-solving, and collaborative skills.
• Ability to build effective networks with internal stakeholders and senior management.
• Highly organized with good time management and adherence to deadlines.
• Proficient in Microsoft Excel, Figma (advantageous), spreadsheets, Jira, Confluence, etc.