Digital Banking Support Officer

Job Title: Digital Banking Support Officer

Division: Digital Banking Support & Operations

Department/ unit: Digital Banking Operations

Job objective(s)

• Drive and ensure successful deployment of all Digital Banking products & platforms within the country.
• Promptly resolve customer complaints and issues on all Digital Banking products & platforms in country.
• Help deepen Digital banking products penetration in country.
• Scope, identify and recommend all potential Digital Banking products to be deployed in the country.

Duties & Responsibilities

• Create and implement strategies to make Digital banking processes/operations very efficient within the country.
• Create and implement strategies to reduce cost of Digital banking operations in country.
• Provide technical support to the Digital banking sales team for all sales calls in terms of demos, presentations, etc.
• Promptly resolve all customers’ complaints in country.
• Ensure all channels and platforms in country meet the group’s approved SLA targets.
• Promptly escalate and follow through with the resolution of all issues reported to the centre.
• Generate and submit reports on channels and products performance.
• Assist the Digital banking sales team to conduct product knowledge training to staff on all e-banking products.
• Review all current Digital banking processes & procedures and recommend areas of change and improvement to ensure high customer satisfaction on accessing our Digital banking products.
• Ensure proper inventory management of all Digital banking hardware and software in country.
• Serve as the primary anchor person for all Digital banking technical/operational issues in country.
• Ensure prompt delivery of all customer requests for all Digital banking products and Digital solutions.

PLANNING

• Monthly products & channels reporting calendar and Digital Banking O&T Governance meeting
• Weekly Digital Product development and deployment meetings
• Weekly Digital Product demos and training to clients

KEY PERFORMANCE INDICATORS

• 100% achievement of all customer enrolment requests.
• 100% resolution of all customer complaints.
• Submit an approved strategy document on the e-banking O&T.
• Submit at least 2 reports per annum on process re-engineering.
• Reduce total cost of Digital banking operations by at least 25% per annum.

Reporting Relationships

• Functionally reports to: Country COO
• Administratively reports to: Country COO
• Supervises: Nill.

Interested candidates are required to submit:

• A detailed CV
• A Cover Letter
• Copies of all academic certificates

Applications must be sent electronically to: [email protected]

Email Subject Line: Application for (Position Title)

𝐃𝐞𝐚𝐝𝐥𝐢𝐧𝐞: 7 June 𝟐𝟎𝟐𝟔