-job description
*head of direct channels mexico*
the head of direct channels is a member of the wpb mexico executive committee reporting into the head of wpb mexico.
The role holder is responsible for:
- *setting the overall strategy and transformation plan of digital, contact centre, atms, cdms and retail partners*
- *meeting or exceeding key financial metrics as set out in the frp and as a principle, to continue to ensure that revenues and profits are maximized, costs, operational losses and risks are minimized and key ratios are improved*
- *delivering a differentiated multichannel customer experience*
- *fostering channel migration, working in collaboration with branch network and payroll channels to define overall strategy and execute and encouraging a more aggressive pace of change where appropriate*
- *driving day-to-day execution*
- *maintaining the appropriate risk management discipline*
the role requires significant interface with wpb executive committee, wpb group channels and digital teams, dbs (mainly it, operations and cre) and risk stewards.
*impact on the business*:
- *drive strategy definition and execution for contact centre, digital, atms, cdms and retail partners*
- *design and execute transformation plan, delivering best-in-class platforms, equipment and functionalities across channels*
- *define and reach financial targets, as well as operational kpis*
- *foster a continuous improvement mindset, driving execution of initiatives to surpass targets*
- *define and execute tactical and strategic actions to optimise channel usage and drive channel migration, ensuring optimal customer experience*
- *continuously innovate in channels, bringing best-in-class solutions and leveraging open banking and fintech ecosystem to accelerate time to market*
- *ensure availability and quality of service, driving service performance across all channels*
*typical kpis and targets*:
- *p&l management - revenues and costs of each channel, versus target*
- *channel penetration (total and first 30/90 days)*
- *availability in digital and atm*
- *average speed of answer and abandon rate in contact centre*
- *% of total transactions performed in each channel*
- *sales by channel and channel sales ratio*
customers/stakeholders
- *deliver differentiated customer experience across channels, managing customer satisfaction and nps*
- *design and implement seamless onboarding processes to all channels*
- *ensure solutions focus on the overall customer experience while supporting the strategic objectives of wpb mexico.*
- *deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets*
- *develop collaborative relationship with key stakeholders in wpb mexico, dbs, functions and global wpb*
- *be the voice of strategic channels in local, regional and global forums*
- *develop an expert knowledge of customer base, market trends, and competitor activities in order to manage strategic direction.*
challenges:
- *lead change and deliver on a significant transformation agenda, which requires implementation of optimal business processes, analytics and technology,*
- *manage the balance between effective execution of day-to-day operations and services, whilst driving a substantial transformation agenda*
- *take collaboration across channels to the next level, delivering best in class solutions and pivoting organisation towards a customer experience mindset,*
- *optimise collaboration with global teams, leveraging solutions while ensuring on time delivery,*
- *maintain oversight of business operations*
- *deal with range of complex issues with conflicting and changing priorities*
- *effectively manage the delivery of relevant host services that do not sit within direct control of the role holder*
- *operate in a reduced cost environment, driving the achievement of sustainable cost savings across the function*
- *respond to constantly increasing regulatory demands within existing capability and capacity constraints*
- *stay abreast of external developments in global regulation, market trends and competitor activity*
- *challenge the status quo with peers across the global business, global functions and host*
requirements
knowledge & experience
*the role holder needs to have knowledge and experience in the following areas*:
- *fluency in spanish and english*
- *bachelor’s degree or equivalent, with experience in a global organisation in financial industries, working across cultures,*
- *strong desire and capability to learn and adapt,*
- *demonstrated business knowledge,*
- *demonstrated ability to lead large operations,*
- *experience in roles which have required strong internal and external stakeholder management, effective teamwork and collaboration in a complex organisation, as well as managing teams in an ambiguous environment,*
- *practical experi