Head of Direct Channels Mexico

-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