The Digital Financial Services (DFS) Manager will drive the implementation of BKCL digital strategies that aim to increase outreach, deliver a superior customer experience, increase organizational efficiency, and find the right balance between tech and touch for BKCL customers.

The DFS Manager will drive innovation and coordinate the digitalization of the BKC’s field operations, the implementation of digital delivery channels and the development and delivery of innovative digital financial services (DFS) appropriate for BKCL customers.

The DFS Manager will think creatively to innovate new uses for technology to address access, usage, literacy, security, and other barriers limiting the use of DFS by BRAC’s existing and target customers especially women and youth.

Key Responsibilities:

DFS Strategy and Innovation

• DFS Manager will drive the implementation of BKCL digital strategies and action plans to increase outreach, deliver a superior customer experience, increase organizational efficiency, and find the right balance between tech and touch for BKCL customers.
• DFS Manager will work closely with BKCLmanagement to provide strategic input and thought leadership on the use of DFS to better meet the needs and improve the livelihoods of BKCL existing and target customers especially women and youth.
• DFS Manager will conduct periodic analysis and review of BKCL’s implementation of existing DFS strategies and its alignment to the BKCL’s overall strategic business plan to ensure the use of DFS and technology is well aligned and is contributing to the achievement of BKCL’s overall business strategy.
• Conduct market assessments to inform the refinement of DFS strategy and development of market-led and innovative technology-enabled financial solutions that meet the needs of BKCL’s existing and target customers.

Digital Processes, Channels and Products:

• DFS Manager will design, test, refine and implement DFS projects at BKCL. S/he will develop and implement DFS project-specific pilot and scale up plans and activities including customer needs analysis, business requirements analysis, detailed project implementation planning, reporting, and change management to maximize the impact of DFS projects on business and customers.
• Develop detailed functional requirements for DFS tools and applications and coordinate the different functions/departments to implement DFS and work with the teams to adapt their processes and products accordingly.
• Monitor and track the progress of DFS projects to ensure project activities are achieved in an effective, efficient, and timely manner.
• Design and implement monitoring surveys and use survey findings to refine and improve BRAC’s processes and products and enhance the customer experience in using DFS.
• Continuous training and handholding of BKCL’s staff in defining and implementing business case and value proposition for DFS channels and products, piloting, and scaling of DFS including documenting and sharing of lessons learned from implementation of DFS projects.
• Design and implement client and staff digital training programs in collaboration with relevant BKCL departments/functions. This includes designing digital training content, training plans and training delivery.
• Disseminate and share knowledge and lessons learned among the different BI MF countries to support the implementation of organizational best practices for designing and implementing different digital projects in BI MF.
• Collaborate with industry stakeholders to design, develop, test and refine digital solutions under a structured environment and with ready to use tools.
• Support BKCL to develop/refine and implement digital-related policies, procedures and standards.
• Work with marketing and communication teams to design effective marketing campaigns and communication to enhance adoption and active usage of DFS.
• Cooperate with BI MF digital transformation, IT, operations, and other relevant teams in the implementation of BKCL’s DFS strategies and action plans.
• Develop and manage relationships with third parties such as digital solutions suppliers, FinTech’s, developers etc

Market and Ecosystem Intelligence

• Keep an active watch on digital technologies available in the market that may improve the quality and efficiency of BKCL’s field operations, and product and service delivery.
• Work with other enabling stakeholders, such as regulators, universities, governments, think-tanks, BRAC’s fundraising teams, and others to innovate and maximize DFS for impact

Safeguarding Responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Educational & Experience Requirements:

• Bachelor’s Degree in Business Administration/ Finance/Economics, Development Studies/ IT/Engineering.
• 5+ years’ experience in financial inclusion, product development, digital finance, microfinance, or payments platforms.
• Strong exposure to DFS strategy, including top-level strategy formulation and business process assessment.
• Experienced in customer-centric research and leveraging insights to drive DFS adoption and impact.
• Hands-on experience in implementing digital field tools, mobile payments, agent banking, and DFS projects.
• Solid project management background.
• Experience working with MNOs, FinTechs, financial institutions, or regulators is a plus.

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