Corporate Channel Lead

Job PurposeThe role holder is responsible for supporting the end-to-end Channel product management, commercialization, promotion, customer service and continuous enhancement of the Bank’s Corporate Internet Banking platform. The job holder is also responsible for providing excellent customer service and maintaining strong professional relationship with customer as a Relationship Manager from Payment & Channel product team. The role will focus on driving adoption and usage of the platform among corporate clients, ensuring effective product management and customer experience, coordinating with internal and external stakeholders, monitoring product performance, and supporting delivery of enhancements and strategic initiatives. The role also contributes to achieving department targets by increasing digital channel usage, supporting effective customer engagement, and ensuring timely coordination across internal and external stakeholders. Key ResponsibilitiesProduct Enhancement & Project ManagementLead the initiation, planning and driving the implementation of Payment and Channel product initiatives in coordination with coverage and other relevant business teams.Lead the design and implementation the specific solutions that address the customer requirement/s and enhance customer experience.Collaborate closely with internal departments to identify, develop and optimize the business processes / solutions that support the department services.Lead the implementation of new features and capabilities across corporate banking channels, ensuring appropriate processes, controls, and operational readiness for successful deployment.Provide business requirements, functional inputs during the design and enhancement of department product, including Product and service approval (PSAC). Prepare and analyze the various payments & channel related functional MIS, and operational metrics to identify improvement opportunities and drive corrective actions.Lead in preparing product process documents, workflows, BRDs, business requirements, and functional inputs for new initiatives, enhancements, and process changes.Monitor and assess the effectiveness of commercialization and adoption initiatives, recommending improvements and corrective actions when required.Maintain and update the business process documents related to commercialization as per the banks policies for new customers.Identify customer, business and operational requirements for product enhancements.Prepare and document business requirements in coordination with relevant stakeholders.Prioritization product enhancements based on customer value, business impact, regulatory requirements and technical feasibility.Coordinate with Technology and vendors throughout development, testing and implementation.Support UAT, defect tracking, issue resolution and implementation activities.Coordinate customer communication and readiness activities for major product changes.Monitor project milestones, dependencies, risks and issues.Ensure successful implementation of enhancements with minimal customer disruption.Conduct post-implementation reviews and capture lessons learned.Product Commercialization & Client AdoptionDevelop and maintain knowledge of the product that is offered to the Client including product setup, support process customer journey and operational requirements.Design the execute adequate sales, awareness and adoption program to support the business growth and Customer acquisition objectives. Maintain the required trackers based on the product requirement to ensure accurate records of all Payment and Channel product offerings. Analyze client activity, transaction behavior, and channel utilization trends to identify customer needs and business opportunities.Ensure effective delivery of agreed solutions to client needs to achieve optimal customer experience.Drive awareness and training across the Coverage teams along with internal TB teams on the new payment and Channel product functionalities / features / process implemented. Lead the preparation of the required training material, user guide if necessary to support the launch / relaunch or enhancement in the product / service to ensure covering all required aspects. Coordinate with corporate communication team to promote new / existing product / service ensuring efficient & effective market positioning and customer awareness of the product offering.Develop and execute initiatives to drive adoption, utilization of corporate channels and its key features.Support Relationship Managers through product presentations, demonstrations, training session and end-to-end customer engagement.Prepare product communication, customer presentation and promotional material in coordination with Corporate Communication team.Drive the adoption of newly introduced channel features or developed in channel and other digital capabilities.Plan and conduct customer engagement sessions, product demonstrations, webinars, and awareness campaigns.Identify under-utilized products services, and channel features, and develop targeted campaigns to improve customer adoption and utilization.Partner with Marketing and Corporate Banking teams to deliver customer communications, email campaigns, and promotional initiatives, while monitoring and measuring campaign effectiveness and business outcomes. MIS, Reporting & Performance MonitoringOwn the MIS and performance monitoring framework for Payment and Channel products, leveraging automated reporting tools and dashboards (Bassira / Power BI) to provide actionable insights on customer adoption, transaction trends, product utilization, onboarding progress, and operational performance.Develop, maintain, and continuously improve management reporting to support strategic decision-making and business growth objectives.Monitor key business, operational, and customer adoption KPIs, ensuring timely identification of gaps and implementation of corrective actions.Track customer issues, service requests, onboarding pipelines, conversion rates, and service turnaround times, driving improvements in customer experience and operational efficiency.Customer Servicing & SetupLead client training sessions, product demonstrations, and workshops to promote awareness, adoption, and effective utilization of internet banking services and digital channel capabilities.Offer ongoing support and assistance to address any customer inquiries or issues related to internet banking services. Develop training materials and resources to empower corporate clients to maximize the value of our internet banking solutions. Collaborate with customer support teams to ensure timely resolution of customer issues and inquiries. Assist customer experience team to ensure all complaints are resolved at the right level for superior customer experience. Escalate the issues to right people / department wherever deemed necessary to avoid negative customer impact. Coordinate with operations team to ensure timely completion of client onboarding and modification request ensuring all setups activity, make sure to finalize the setup within the specified TAT.Necessary tickets are raised for the activities performed to quantify the activities performed.Ensure that if anything is not recorded or differs from the current department procedure, it is discussed with the Head of the department and properly updated.Coordinate with support teams, Operations, IT, Customer Experience, Legal, vendors, and other departments to resolve client queries, complaints, setup issues, and escalations with minimal customer impact.Make sure completing the tasks of customer support on time keeping minimal or no issues pending.Ensure regular client updates are communicated regarding their issues, requests, and pending matters until resolution.Follows the escalation process wherever necessary to make sure the customer is not affected.Adhere to the processes defined, tools adopted by department for the purpose of effective Customer experience.Ensure to response to all incoming calls and emails and ensure to provide consistent service and maintain high customer satisfaction.Stakeholder & Product Management: Initiate and formalize structured periodic onboarding & service review with coverage & Transaction Banking teams.Lead the deliveries against the objectives. Provide the customer feedback regarding the product features, paint points to payments product team to discuss the enhancements. Coordinate effectively with Relationship Managers, Corporate Banking, Operations, Technology, Information Security, Compliance, Risk, Legal, Finance and Marketing teams.Act as a key coordination point for Corporate Internet Banking & other Channel related matters.Liaise with technology partners/vendors for incidents, enhancements, testing and implementation activities.Follow up with stakeholders to ensure timely completion of agreed actions.Maintain effective communication with stakeholders during product launches, upgrades and issue resolution.Audit & Compliance Support internal and external audits relating to Corporate Internet Banking, including the coordination of information, reports, supporting documentation, and the timely closure of audit observations and agreed action points.Engage in activities to assess the impact of regulatory changes on existing products & services, and coordinate with Compliance, Risk, and Legal teams on product-related regulatory and policy requirements. Support implementation of regulatory and policy changes impacting the channel.Ensure appropriate customer communications, product documentation and processes are aligned with approved requirements.Escalate potential compliance, operational or control issues promptly.Qualifications & ExperienceBachelor’s degree in Business, Economics, Finance, or in any other subject or equivalent is required.Minimum 3-4 years of practical experience in a bank or same or similar function.