Senior Vice President & Head of Digital Channels - Business Banking

SVP – Head of Digital Channels, Business Banking

Join RAKBANK – Where Innovation Meets Integrity

At RAKBANK, we foster a culture of innovation, growth, and excellence. We are more than a bank—we are a community driven by collaboration, cutting‑edge solutions, and the highest standards of governance. We are committed to delivering seamless, intuitive, and resilient digital experiences for our customers.

About the Role

The SVP – Head of Digital Channels will lead the strategic management and optimization of all Business Banking digital channels, including web, mobile, and API platforms. This role is accountable for channel performance, operational resilience, and customer experience, serving as the senior point of ownership for digital channel stability and evolution.

You will champion Voice of Customer initiatives, drive data‑led decision‑making, and partner closely with technology, operations, and compliance teams to continuously enhance digital reliability, scalability, and customer journeys. This is a pivotal leadership role shaping high‑impact digital experiences aligned with RAKBANK’s strategic ambitions.

What You’ll Be Doing:

Channel Strategy & Governance

• Define and execute the vision, strategy, and roadmap for Business Banking digital channels (web, mobile, APIs).
• Establish governance frameworks for channel performance, uptime, resilience, and customer experience metrics.
• Ensure alignment with bank policies, risk appetite, and regulatory requirements.

Data, Insights & Analytics

• Implement robust frameworks to track channel usage, metadata, and customer behavior.
• Monitor KPIs for adoption, engagement, transaction success, and reliability.
• Translate insights into actionable improvements and strategic priorities.

Operational Resilience & Incident Management

• Act as the senior point of contact for major channel incidents, outages, and service disruptions.
• Oversee incident escalation, resolution, and post‑incident reviews.
• Lead proactive stakeholder communication during disruptions to ensure transparency and confidence.

Voice of Customer & Experience Excellence

• Lead initiatives to capture, analyze, and act on customer feedback across digital channels.
• Embed customer insights into technology backlogs and product roadmaps.
• Drive continuous improvement of end‑to‑end digital journeys.

Collaboration & Delivery

• Partner with technology squads, operations, risk, and compliance teams to deliver enhancements at pace.
• Drive backlog prioritization based on customer impact, strategic value, and operational risk.
• Balance speed‑to‑market with control, resilience, and compliance.

Innovation & Continuous Improvement

• Explore and leverage emerging technologies including AI, automation, cloud, and API ecosystems.
• Foster a culture of agility, experimentation, data‑driven decision‑making, and customer‑centricity.
• Influence senior stakeholders and manage competing priorities across complex initiatives.

What We’re Looking For:

Education

• Bachelor’s degree required; Master’s degree preferred.Experience

• 15+ years of experience in digital banking or financial services.
• Minimum 5 years in senior leadership roles managing digital channels or large‑scale transformation programs.
• Proven track record in channel management, customer experience transformation, and incident management.
• Strong understanding of analytics frameworks, digital platforms, and enterprise technologies.Technical & Functional Expertise

• Agile methodologies (Scrum, SAFe, Kanban).
• Product lifecycle management and backlog prioritization tools (Jira, Azure DevOps, Confluence).
• Customer journey mapping and UX collaboration.
• Data analytics and reporting (Google Analytics, Power BI, Tableau).
• API and integration concepts.
• Regulatory awareness (e.g., AML, FATCA, MiFID II).Leadership & Soft Skills

• Strategic thinker with strong execution capability.
• Exceptional stakeholder management and influencing skills.
• High resilience with the ability to lead through complexity and change.
• Customer‑first mindset with a passion for innovation.

What’s In It For You:

• Competitive, performance‑linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast‑track growth opportunities.
• Mentorship from industry leaders.

Ready to Redefine Digital Banking?

If you’re passionate about driving digital transformation and delivering exceptional customer experiences at scale, we’d love to hear from you.

Apply now and be part of RAKBANK’s journey to deliver Simply Better banking.