Head of Digital Financial Services - Head Office

JOB PURPOSE

Reporting to the Managing Director, the Head of Digital Financial Services (DFS) is responsible for providing strategic leadership, innovation, growth, and commercial management of the Bank's digital financial services portfolio. The role holder will drive customer acquisition, digital channel adoption, revenue growth, and operational efficiency through mobile banking, internet banking, agency banking, digital lending, merchant acquiring, and fintech ecosystem partnerships.

The Head of DFS will spearhead the Bank's digital transformation agenda, promote financial inclusion, enhance customer experience, and create sustainable competitive advantage through innovative digital solutions. The role requires strong leadership, commercial acumen, project management capability, technical expertise, and a deep understanding of the digital financial services ecosystem within Uganda and the broader East African market.

KEY RESPONSIBILITIES

• Define, develop, and execute the Bank's Digital Financial Services strategy in alignment with the Bank's overall business objectives and growth agenda.
• Drive revenue growth, profitability, customer acquisition, and increased adoption of all digital financial services channels and products.
• Oversee the design, development, launch, and lifecycle management of digital products including Mobile Banking, Internet Banking, Agency Banking, Merchant Solutions, and Digital Lending.
• Lead the expansion and optimization of the Agency Banking and Merchant Acquiring network to deepen financial inclusion and enhance customer reach.
• Identify, negotiate, and manage strategic partnerships with Mobile Network Operators (MNOs), Fintechs, Payment Service Providers, Utility Companies, and other ecosystem partners.
• Ensure seamless integration between digital channels, core banking systems, and third-party platforms through APIs and other enabling technologies.
• Ensure full compliance with Bank of Uganda regulations, the National Payment Systems Act, Data Protection and Privacy regulations, AML/CFT requirements, and all applicable regulatory standards.
• Develop and strengthen digital risk management frameworks in collaboration with Risk, Compliance, Information Security, and Technology teams to mitigate fraud, cyber threats, and operational risks.
• Lead, coach, and develop a high-performing Digital Financial Services team while championing innovation, customer-centricity, and agile ways of working.
• Monitor and report on DFS performance indicators and continuously drive improvements in digital channel usage, customer experience, transaction volumes, operational efficiency, and service quality.

DAILY RESPONSIBILITIES

• strategic direction to improve business performance and customer adoption.
• Engage with internal and external stakeholders to support the implementation of DFS initiatives, partnerships, and digital transformation projects.
• Provide oversight and direction on digital product development, channel enhancements, operational excellence, and customer experience initiatives.
• Review digital business performance reports, identify growth opportunities, and implement corrective actions where necessary.
• Manage, coach, and support the Digital Financial Services team while ensuring achievement of departmental objectives and business targets.

ACADEMIC & PROFESSIONAL QUALIFICATIONS

• Bachelor’s degree in Business Administration, Commerce, Finance, Computer Science, Information Technology or a related field.
• Professional qualifications in Digital Banking, Digital Finance, Payments, Fintech or Project Management (Added Advantage).
• Master’s degree in Business Administration (MBA), Finance, Technology or a related field (Added Advantage).

EXPERIENCE

• Minimum of 8 years’ progressive experience in Banking, Telecommunications (Mobile Money), Fintech, Payments or related sectors (Required).
• At least 4–5 years of senior management experience overseeing Digital Channels, Payments, Product Development or Digital Financial Services (Required).
• Proven experience in launching, scaling and managing successful digital financial services solutions in Uganda or East Africa (Required).