Manager New Digital Channels
At a glance
As Manager New Digital Channels you make an impact on ABN AMRO’s move towards a personal bank in the digital age! You lead the teams for the capabilities Conversational AI, Online Appointment, Videobanking and Social channels within grid Customer Interaction (CI).
What does grid CI do?
With our knowledge, skills and ambition we lead the reinvention of customer interaction and effortless digital processes. To do this, we skilfully balance convenience, support and expertise in customer contact. We leverage data and analytics to deliver pro-active experiences tailored to our customers’ needs. Only when we correctly, seamlessly and effortlessly match our solutions to customers and their intents, can we truly help all our customers first-time right.
Who are we?
We are the accelerators of ABN AMRO's digital future. We are a diverse team of curious and committed colleagues, working together to deliver business value and to create a Great Place To Work. We continuously learn by listening to our customers and each other. We set ambitious goals for the work we deliver, we seek the same in the technologies and partners we work with
The Manager New Digital Channels is part of the grid’s leadership team and has HR responsibility for five product owners, four business developers and functionally covering 60+ employees within subdomain Digital Channels. Each Grid holds itself accountable for the quality and quantity of the services it provides. To enable end-to-end accountability, grids are set up to include both Business and IT employees. This role is positioned under the Grid owner Customer Interaction. The Customer Interaction grid is part of recently evicted department Customer Digital Engagement (CDE), led by the Banks’ Chief Digital Officer. The CI Grid initiates, delivers, maintains and optimises the customer interaction capabilities and several digital processes. The grid helps build vision and strategy on digitalisation, and customer interaction specifically, for the entire bank.
Your job
The Manager New Digital Channels achieves efficiently and effectively the objectives in the field of customer interaction and the level of realised value of the subdomain. Resulting in higher customer satisfaction, efficiency in customer contact and further realisation of the strategy personal bank in the digital age.
In your role you are responsible for:
• Ensuring the required qualitative staffing of the business side of the Grid subdomain, directing the coaching and development of the business employees in accordance with the applicable HR policy.
• Involving employees in continuously improving the capacities and skills of the teams and department.
• Ensuring an up-to-date product, distribution or enabler portfolio of the Grid, including the substantiation.
• Following internal and external developments, relevant innovations and technical developments in relation to the focus area. Translate the consequences of these developments (added value, direction to be followed) for the long-term vision and strategy of the bank.
• Communicates about developments, changes and innovations. Initiates, stimulates, coordinates and creates conditions for product adaptation / innovation and professionalization of the focus area.
• Monitoring and challenging the performance of the capabilities and consuming processes and focuses on continuous improvement and the rapid resolution of issues. Stimulating the optimal use and further development of the relevant processes.
• Role model in the field of problem solving (solving root causes) and the bottom-up identification of (continuous) improvements.
• Stimulating the autonomy and the self-directed development and implementation of the activities of the Grid subdomain by investing and supporting autonomy at the right level.
• Implementation and further development of the Agile Way of Working in the own Grid subdomain.
Key challenges
• The impact on Moving the Bank Forward is high, if conditions are not met, the strategic implementations are at risk or impact cannot be created.
• CI is a grid, serving all business lines within the bank. This creates a large and complex stakeholder field.
• The capabilities in Digital Channels are embedded in complex value chains. This creates the need to collaborate intensively with many business, IT and risk parties to jointly create value with these capabilities.
• The complexity of the function lies in the availability of what is required by the business and stakeholders, whereby Product Owners and Agile teams determine in consultation what will be delivered.
• Many, complex and unpredictable environmental influences (technological and market developments, regulations, etc.) that make continuous product and services (further) development necessary with the use of new technologies and innovation.
Desired outcomes
• An optimal value driven product portfolio/roadmap and correct information / input for the MT agenda for decision-making.
• A motivated team of Product Owners and Business Developers that is able to act autonomous and understand their contribution to the strategy
• Trusted partner in creating the way ABN AMRO serves Customers with Customer Interaction capabilities
• (Further) development and preparation of new products and services.
• Optimized end-2-end processes within ABN AMRO.
• Optimally running processes and "House in order" (e.g. audit issues).
Your profile
Ideal experience
• 5+ years of experience in an international IT environment, of which 2 years in a managerial position.
• Demonstrable experience as a Senior Manager, Lead Product Owner or Product Owner or comparable role; managing complex innovative environments; Proven track record in digital transformation, conversational AI and digital assistants.
• Strong stakeholder management skills at different levels
• Ability to set up and further develop business partnerships with vendors
• Ability to form a vision and set priorities, so that the execution becomes visible.
• Ability to clearly communicate, to win others over, to value the interests of others
• Work and reason at master/university level
• Knowledge on how to work with business and IT-architecture, process design & - management, human resources policy and corporate values.
• Knowledge & experience with steering on Agile way of working and the SCRUM method.
• Technical knowhow and (relevant) IT knowledge for the grid
• Knowledge of innovation and relevant developments outside the organization
• Fluently speaking the Dutch language
Leadership Capabilities
• People Leadership
• Performance Management
• Personal Leadership
Interested?
Are you interested? Then we’d like to see your application before 14 March.
On March 14 we will do our first selection on base of the applications with CV and motivation.
Your motivation can be either in English or Dutch and should only answer the following two questions: Why are you applying for this vacancy? Why are you a match with this function?
We expect a high number of applicants and will tailor the process to accommodate that. Looking forward to your application.
Kind regards, Kris Bergmans, Grid Owner Customer Interaction
Equal opportunities for all
The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.
Disclaimer external recruitment agencies
External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. In addition, a recruitment agency can only submit a resume when invited by a Talent Acquisition Specialist to join the search for a right candidate. All unsolicited resumes sent to us will be considered property of ABN AMRO BANK N.V. In this case, ABN AMRO will not be held liable to pay a placement fee.