Manager, Digital Management

Job Scope / Position Summary

• Work with the Head of Brand, Product and Digital Marketing to manage the strategy, governance, and continuous enhancement of the Company's customer-facing digital platforms and assets, ensuring they deliver an optimal and seamless customer experience

• Drive the end-to-end management of digital platform initiatives, including UI/UX improvements, testing, deployment, change management, and adoption

• Collaborate across business, marketing, technology, and operations teams to maximise the effectiveness, performance, and business value of digital platforms

• Leverage data, customer insights, and stakeholder feedback to continuously improve platform performance, user engagement, and customer outcomes

• Provide functional oversight and coordination of supporting resources in UI/UX Design, Data Analytics, and Post-Sales Operations as required.

Main Responsibility

Digital Platform Management & Governance

• Lead and oversee all customer-facing digital platforms and assets, including point-of-sale, eCommerce, customer servicing platforms, and future digital channels
• Define and manage platform roadmaps, priorities, and enhancement initiatives aligned with business objectives
• Act as the primary business owner and key stakeholder for digital platform performance, effectiveness, and governance
• Collaborate with technology teams and vendors to ensure platform reliability, scalability, and compliance

Digital Experience, Continuous Improvement & Adoption

• Drive continuous improvement of digital platforms through UI/UX enhancements, customer journey optimization, and platform innovation
• Leverage customer feedback, user insights, and analytics to identify and prioritize improvement opportunities
• Lead change management initiatives and adoption strategies to increase platform utilization, engagement, and effectiveness among customers and internal users
• Champion customer-centric design and digital best practices across all touchpoints

Cross Collaboration, Project Delivery, Testing & Release Management

• Oversee the end-to-end delivery of digital platform enhancements and initiatives.
• Coordinate business requirements, UAT, BVT, deployment activities, and release readiness with relevant stakeholders.
• Ensure successful implementation of platform enhancements through effective planning, governance, and post-launch monitoring.
• Manage issue resolution and continuous improvement following deployments
• Partner with various teams to support business initiatives, marketing campaigns, product launches, and customer engagement activities.
• Ensure digital platforms effectively enable customer acquisition, servicing, retention, and business growth objectives.
• Facilitate alignment of business requirements, customer needs, and platform capabilities across multiple stakeholders

Analytics, Operations & Resource Coordination

• Leverage data and performance insights to monitor platform effectiveness and drive data-informed decision making
• Oversee and coordinate activities relating to post-sales digital operations, analytics, and UI/UX support functions
• Provide functional leadership, prioritization, and coordination for supporting resources assigned to Data Analytics, UI/UX Design, and Post-Sales Operations, without direct reporting responsibility
• Track key performance, adoption, and customer experience metrics, and recommend improvement initiatives

Qualification and Experience Requirement

EDUCATION

• Degree or equivalent in Business, Statistics, Economics, Insurance, IT etc

EXPERIENCE

• Minimum 5 years of experience in managing online direct business and technical solution development team, preferably in a financial institution or other large corporate environment.
• Experience in working collaboratively with various stakeholders, including multiple lines of business, IT groups, and third-party vendors.
• Demonstre critical thinking, analysis and resolution ability.
• Experience in management of cross-cultural, remote teams and with direct reports.

SKILLS

• Strong knowledge of digital platform management, customer experience design, digital adoption, and change management.
• Sound understanding of website, eCommerce, customer servicing platforms, and digital customer journeys.
• Experience in managing digital initiatives, including requirements gathering, UAT/BVT coordination, deployment, and post-implementation support.
• Ability to leverage data and customer insights to drive platform enhancements and business outcomes.
• Strong stakeholder management and cross-functional collaboration skills, with the ability to influence without direct reporting authority.
• Excellent project management, problem-solving, communication, and presentation skills.
• Ability to manage multiple priorities and drive execution in a fast-paced environment.
• Strong customer-centric mindset with a focus on continuous improvement and operational excellence.