Head of Digital Financial Services job at KCB Bank

KEY RESPONSIBILITIES:

• Define, develop, and execute the Bank's Digital Financial Services strategy in alignment with the Bank's overall business objectives and growth agenda.
• Drive revenue growth, profitability, customer acquisition, and increased adoption of all digital financial services channels and products.
• Oversee the design, development, launch, and lifecycle management of digital products including Mobile Banking, Internet Banking, Agency Banking, Merchant Solutions, and Digital Lending.
• Lead the expansion and optimization of the Agency Banking and Merchant Acquiring network to deepen financial inclusion and enhance customer reach.
• Identify, negotiate, and manage strategic partnerships with Mobile Network Operators (MNOs), Fintechs, Payment Service Providers, Utility Companies, and other ecosystem partners.
• Ensure seamless integration between digital channels, core banking systems, and third-party platforms through APIs and other enabling technologies.
• Ensure full compliance with Bank of Uganda regulations, the National Payment Systems Act, Data Protection and Privacy regulations, AML/CFT requirements, and all applicable regulatory standards.
• Develop and strengthen digital risk management frameworks in collaboration with Risk, Compliance, Information Security, and Technology teams to mitigate fraud, cyber threats, and operational risks.
• Lead, coach, and develop a high-performing Digital Financial Services team while championing innovation, customer-centricity, and agile ways of working.
• Monitor and report on DFS performance indicators and continuously drive improvements in digital channel usage, customer experience, transaction volumes, operational efficiency, and service quality.

DAILY RESPONSIBILITIES:

• Provide strategic direction to improve business performance and customer adoption.
• Engage with internal and external stakeholders to support the implementation of DFS initiatives, partnerships, and digital transformation projects.
• Provide oversight and direction on digital product development, channel enhancements, operational excellence, and customer experience initiatives.
• Review digital business performance reports, identify growth opportunities, and implement corrective actions where necessary.
• Manage, coach, and support the Digital Financial Services team while ensuring achievement of departmental objectives and business targets.

CHALLENGES:

• Channels revenue vs cost optimization
• Activity growth across all digital channels and partnerships
• Branch channels officers productivity

• Define, develop, and execute the Bank's Digital Financial Services strategy in alignment with the Bank's overall business objectives and growth agenda.
• Drive revenue growth, profitability, customer acquisition, and increased adoption of all digital financial services channels and products.
• Oversee the design, development, launch, and lifecycle management of digital products including Mobile Banking, Internet Banking, Agency Banking, Merchant Solutions, and Digital Lending.
• Lead the expansion and optimization of the Agency Banking and Merchant Acquiring network to deepen financial inclusion and enhance customer reach.
• Identify, negotiate, and manage strategic partnerships with Mobile Network Operators (MNOs), Fintechs, Payment Service Providers, Utility Companies, and other ecosystem partners.
• Ensure seamless integration between digital channels, core banking systems, and third-party platforms through APIs and other enabling technologies.
• Ensure full compliance with Bank of Uganda regulations, the National Payment Systems Act, Data Protection and Privacy regulations, AML/CFT requirements, and all applicable regulatory standards.
• Develop and strengthen digital risk management frameworks in collaboration with Risk, Compliance, Information Security, and Technology teams to mitigate fraud, cyber threats, and operational risks.
• Lead, coach, and develop a high-performing Digital Financial Services team while championing innovation, customer-centricity, and agile ways of working.
• Monitor and report on DFS performance indicators and continuously drive improvements in digital channel usage, customer experience, transaction volumes, operational efficiency, and service quality.
• Provide strategic direction to improve business performance and customer adoption.
• Engage with internal and external stakeholders to support the implementation of DFS initiatives, partnerships, and digital transformation projects.
• Provide oversight and direction on digital product development, channel enhancements, operational excellence, and customer experience initiatives.
• Review digital business performance reports, identify growth opportunities, and implement corrective actions where necessary.
• Manage, coach, and support the Digital Financial Services team while ensuring achievement of departmental objectives and business targets.

• Digital Financial Services strategy
• Revenue growth
• Profitability
• Customer acquisition
• Digital product development
• Mobile Banking
• Internet Banking
• Agency Banking
• Merchant Solutions
• Digital Lending
• Financial inclusion
• Partnership management
• API integration
• Regulatory compliance
• Risk management
• Fraud mitigation
• Cyber threat mitigation
• Team leadership
• Coaching
• Innovation
• Customer-centricity
• Agile methodologies
• Performance monitoring
• Operational efficiency
• Customer experience improvement

• High-performing Digital Financial Services team
• Innovation
• Customer-centricity
• Agile ways of working