Head of Digital / Remote Channels Management

About Eximbank

Eximbank is undergoing a bank-wide transformation. Our Corporate Banking division is building a new operating model organised around customer segments, solutions, channels and customer journeys, and we are looking for leaders to help shape it.

About the role

You will manage, grow and optimise every Corporate Banking channel beyond the branch: digital (Mobile and Internet Banking) and alternative channels such as self-service, telesales, call centre and partner channels. Your goals are to widen customer reach, grow users and transaction value, move transactions to lower cost-to-serve channels, and deliver a seamless, secure omnichannel experience. You will report to the Head of Corporate Channel Management.

Key responsibilities

Channel model and growth

• Define the role and service model of each digital, mobile and alternative channel within the Corporate Banking distribution strategy
• Launch and optimise self-service and contactless journeys on Mobile Banking, Internet Banking and other digital platforms to lift adoption, conversion and satisfaction
• Build and manage alternative channels: call centre, telesales, partner channels, fintechs, e-wallets, self-service touchpoints and new distribution models

Omnichannel experience and customer data

• Co-design omnichannel features such as branch appointment booking, digital-to-branch request handoffs, live connection to advisors and offer/location finders
• Analyse customer behaviour across channels to personalise interactions, propose campaigns and feed insights to Segments, Solutions, Marketing and Customer Journeys
• Keep transaction status, interaction history and customer needs in sync across channels so service continues without disruption

Operations, security and incident response

• Act as the main point of contact with Technology, Operations, Risk, Compliance and partners to run, monitor and resolve issues on digital and alternative channels
• Set security and risk-control requirements for online, alternative-channel and partner transactions, including authentication, fraud alerts and customer protection
• Build incident response and communication playbooks for service outages and security events

Channel performance and team leadership

• Track users, usage frequency, transaction value, conversion, cost-to-serve, service quality, system availability and risk; drive improvements
• Lead and develop teams across Digital Channels, Alternative & Partner Channels, and Channel Operations & Analytics; build a culture of experimentation and continuous improvement

What you bring

• 10–12+ years in banking/finance, digital banking, distribution channel management or digital product development, including 4–5 years leading digital, alternative channels or large-scale digital platforms
• A track record in growing digital/mobile channels, driving channel migration, building partner/fintech channels and improving digital conversion
• Deep understanding of omnichannel distribution, digital customer journeys, digital platform architecture, customer data and online transaction security
• Hands-on with UX/UI and self-service journey optimisation, A/B testing and data-driven decisions
• Experience managing fintech, e-wallet and solution-provider partnerships
• Bachelor's degree or higher in Business, Finance, Banking, IT or equivalent; Master's degree and digital banking / digital product certifications preferred

Why Eximbank

• Lead the digital and alternative channel agenda of a corporate bank in transformation
• Work across Technology, Risk, Marketing and fintech partners with real ownership of outcomes
• Competitive compensation and benefits