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**RequirementsKnowledge & 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