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You will play a key role in growing Hancock Whitney Bank's Core Retail Bank, developing a strategic channel that drives new acquisition and increases retention of key clients. The Mobile Banking Channel Manager is responsible for the strategic direction of the Mobile Banking channel, wearables, voice and emerging channels, as well as the execution of the strategy. This senior position must have demonstrable product management experience: understanding client needs and behaviors, identifying solutions and services to meet needs, bringing new products to market and driving adoption and utilization. This Individual will be responsible for overall product management activities focusing on developing product strategy and its roadmap, owning high-level requirements, negotiating and facilitating priorities among key stakeholders.
Responsible for the successful management of respective delivery channel/products to include customer experience, associate education/knowledge, regulatory compliance, technology enhancements, operational efficiencies, P & L ownership, accountability for revenue growth, vendor management, research/benchmarking of competitors, product and sales strategies, and responsiveness to market conditions.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Lead, direct, coach and mentor subordinate channel managers.
Work with internal partners to understand business needs and issues pertaining to retail delivery channels
On a day to day basis, responsible for channel management and/or channel managers that are responsible for the following activities:
Customer experience - understand how the customer perceives his/her banking experience via defined channel set. Identify and improve areas of channel service that provide less than desirable or deficient service. Recommend and implement solutions to improve.
Associate education/knowledge - work with training and or directly with front lines to ensure understanding and support for usage in the various defined channels.
Regulatory compliance - monitor the industry for changing regulations that affect both servicing ability and revenue/cost.
P & L ownership - manage balance sheet to acceptable standards so as to adequately contribute to the overall profitability of the department and holding company.
Accountability for revenue growth - identify areas and implement solutions for potential revenue growth and/or cost savings opportunities.
Vendor management - maintain effectively working relationships with existing vendors. Search out new vendors when necessary to implement cutting edge channel management opportunities. Participate in contract negotiations and effectively manage renewals to ensure adequate service levels and cost measures are intact.
Research/benchmarking of competitors - work closely with Business Intelligence area as well as proactively monitor publicly available information (i.e., internet) to ensure that we are receiving the relevant and up-to-date information necessary to stay on the forefront with our offerings and services both competitively and from a regulatory perspective.
Product and sales strategies - continually monitor industry to identify gap opportunities in channel and offering line ups and develop actionable strategies to use our channels effectively to grow and retain a profitable customer base.
Responsiveness to market conditions - monitor and react to market and economic conditions to determine unique strategies and opportunities to pursue to achieve maximum channel utilization results as well as customer retention and acquisition.
Stay abreast of industry trends within Retail Banking (regulatory, technology, competitors)
Apply the use of disciplined problem resolution practices
Proactively identify changes or technical enhancements and operational efficiencies needed to increase customer experience.
Manages projects within retail banking, including requirements gathering, participation in design sessions, and making key decisions on retail LOB initiatives
Provides leadership and direction to cross functional teams empowered to execute process/product improvements
Identifies and removes barriers that slow or prevent the successful attainment of product /productivity improvements.
Works with operating leaders and teams to uncover and assess product and revenue generating opportunities.
Define reporting requirements necessary to effectively monitor individual channel, department and company goals.
Provide periodic channel performance reporting to management on an agreed upon schedule.
Review MARSY roll up for delivery channels
Periodically benchmark performance against other financial institutions
Directly supervises 1 4 employees in the Retail Delivery Channel department.
Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
Bachelor's degree; 7+ years of related experience and/or training; or equivalent combination of education and experience. Master's degree preferred.
Ability to communicate effectively orally and in writing using the English language; Ability to read, analyze, and interpret common scientific and technical journals, financial reports and legal documents; Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community; Ability to write speeches and articles for publication that conform to prescribed style and format; Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference; Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Ability to define problems, collect data, establish facts and draw valid conclusions; Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Certificates, Licenses, Registrations
No specific requirements are needed to satisfactorily perform this job.
Ability to interface with many personality types and effectively multi-task in a somewhat stressful environment.
Product Management experience is desired.
Operational Experience relative to channels (Credit Card, Debit Card, ATM and online banking)
IT knowledge relative to ATM, Debit Card, Credit Card, online banking.
Ability to collaborate with multiple team members
Strong business acumen is required
Strong facilitation and group leadership skills
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
Ability to work under stress and meet deadlines
Ability to operate related equipment to perform the essential job functions
Ability to read and interpret a document if required to perform the essential job functions
Ability to travel if required to perform the essential job functions
Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Holding Company.
NOTHING IN THIS JOB DESCRIPTION RESTRICTS MANAGEMENT'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THE JOB AT ANY TIME
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Hancock Holding Company