Head: Digital Banking & Alternative Channels - Advans Ghana

Advans is a leading microfinance group established in 2005. Advans mission is to respond to the need for financial services of small businesses and other populations who have ill-adapted, limited or no access to formal financial services. The Advans Group currently spans nine countries: Cambodia, Cameroon, Ghana, the Democratic Republic of Congo, Côte d’Ivoire, Pakistan, Nigeria, Tunisia and Myanmar.

As of the end of October 2019, the group served more than 1,000,000 clients and employed more than 7,300 staff. Headquartered in Luxembourg with support services in Paris, the group’s shareholders are EIB, KfW, FMO, CDC Group plc, FISEA (AFD Group) and IFC.

Advans Ghana, a subsidiary of the international microfinance group Advans, started its activities in 2008. The institution offers a full range of adapted financial products and services to micro, small and medium-sized enterprises in Ghana. The institution serves more than 64,000 clients through a network of 20 points of sale and over 650 employees.

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Job Description

Are you looking for a new challenge in a dynamic and multicultural environment? Do you have a proven experience in this field? Do you want to contribute to a committed group, seeking to have a positive and sustainable impact? Advans Ghana, a leading MFI, has the position you are looking for.

What will your role be?

Under the supervision of the Chief Business Development Officer, you shall: 

• Be Responsible for the definition and implementation of the Digital Strategy of the Institution  
• Be Responsible for the development and improvements of all Alternative Delivery Channels, asides from the branch network: Mobile App.; USSD; E-commerce; Debit / Credit Card; Agency Banking, WhatsApp, etc…
• Manage a Team of Product Managers and/or Project Managers in charge of the management of the existing and innovative channels  
• Ensure adoption of the Digital Channels by Clients and by Staff via Internal & external communication campaigns and via comprehensive training with the support of dedicated departments (Communication and Human Resources)

MAIN RESPONSIBILITIES

1. Supervise the Team to define and implement the Digital Banking Strategy  

• Define and implement Digital Banking Strategy for all customer segments to increase the Advans’ market share and to achieve effective channel use, sales and customer satisfaction targets, operational efficiency and a seamless product and relationship experience for customers
• Develop strategies that utilize self-service banking technology/products/services to expand Advans’ geographic reach and customer base
• Analyse the profitability of Alternative Delivery Channels on an ongoing basis and propose improvements both in terms of cost-effectiveness and revenue generation
• Design and prepare studies on client needs, competition and best practices in the industry to further develop the services offered through Alternative Delivery Channels
• Participate actively in the communication strategy for Media Campaigns and promotions around the Alternative Delivery Channels
• Manage a team of Product Managers and/or Project Managers 

2. Product Development & Continuous Improvements

• Manage projects and initiatives related to the implementation and continuous improvement of Alternative Delivery Channels
• Manage the innovative projects related to Alternative Delivery Channels from the Business requirements to the commercial launch (ej: Agency Banking, WhatsApp Business, etc...) 
• Ensure smooth customer experience by continuously improving user touchpoints and streamlining the service processes
• Track Alternative Delivery Channels in terms of technical performance (transaction success rate), customer usage and identified risks
• Reach the targeted success rate of transactions by identifying the root causes for failures and liaising with internal IT, service providers and other involved third parties to implement effective solutions
• Create and keep up-to-date user guides, training materials, procedures and working instructions on ADCs, both for the customers and the involved employees 

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3. E-commerce; Online and Start-Up Partnerships, Innovation and Prospective Analysis

• Manage the Online / Ecommerce Partnerships on the operational and promotional side (ex: set up promotional campaigns, manage relationships with key stakeholders, etc…)
• Follow up the Fintech & start-up market trends (fundings, actors, etc…), attend start-up events organised locally or regionally and represent Advans GH when necessary, at these events
• Follow up trends in the industry and raise on a regular basis any opportunities and threats that could be generated by any innovation (ex: Digital Currency E-Cedis, Blockchain, AI, Financial Bots, etc…) 

Required Skills or Experience

• Degree in Business, Management, Finance, Engineering or a related field
• Minimum eight to ten years’ of professional experience
• A proven experience as an entrepreneur, a key stakeholder in a start-up or in the management of a Business Unit in financial services (Fintech, retail banking, financial institution, mobile money operators, etc) 
• An experience in managing large digital projects (eg. Mobile Application Launch, etc.)
• Experience in managing a team within an international group is a plus (not mandatory)
• Excellent leadership and organizational skills with a strong results-oriented approach
• Excellent interpersonal skills and cross-cultural sensitivity
• Ability to find pragmatic solutions adapted to the local context