Digital Channels Support Analyst at NBC Bank Tanzania

Ensure 24/7 availability of the Bank's digital channels, including ATM, Internet Banking, Mobile Banking, USSD, and Agency Banking. The role focuses on maximizing service availability, managing internal and external vendor SLAs, and driving income through channel service charges.

Key Accountabilities

ATM Operations, Projects & Risks (20%)

• Manage all ATM-related issues, compliance, and projects from planning to implementation.
• Maintain a database of ATM inventory (location, configuration, and status).
• Oversee ATM commissioning/decommissioning and hardware/software compliance.
• Implement fraudulent control measures and risk-related fixes.

Digital Channel Operations & Risks (50%)

• Manage systems administration, monitoring, and end-to-end troubleshooting for Mobile Banking, NBC Connect, and Agency Banking.
• Execute anti-fraud strategies and error handling analysis to prevent breakouts.
• Advise management on optimizing digital channel services for competitive benefit.
• Oversee future system demand and prepare management reports.

Incident & Problem Management (20%)

• Take ownership of all IT digital and ATM-related incidents, determining root causes and owning resolution plans.
• Coordinate with external suppliers for quick resolution of complex problems.
• Ensure all workarounds and known errors are documented and communicated to stakeholders.

Governance, Risk & Business Continuity (10%)

• Improve the risk profile by delivering governance and compliance requirements.
• Perform periodic tests of Business Continuity Plans (BCP) and Disaster Recovery (DR).
• Coordinate at least one simulation exercise per year involving all critical business units.

Role Specifications & Core Competencies

• Technical Proficiency: Strong understanding of Internet banking, Mobile banking, USSD, and ATM switching systems (e.g., Sparrow switch).
• Development Skills: Excellent programming skills in Java, SQL, PL/SQL, Forms, and Reports.
• Automation: Proficiency in scripting languages like Python, PowerShell, or Bash.
• Architecture: Understanding of microservices architecture and Application Lifecycle Management (ALM).
• Tools: Experience with monitoring tools such as Splunk, Dynatrace, or Nagios.
• Soft Skills: Strong communication, stakeholder management, and ability to work in a fast-paced environment.

Qualifications & Experience

• Education: Bachelor’s Degree or Advanced Diploma in Computer Science, IT, Engineering, or Mathematics.
• Experience: Minimum of 2 years in digital banking or digital channels operations.
• Knowledge: Familiarity with Banking/Branch Operations and IT service delivery in a corporate environment.
• Analytical Skills: Solid conceptual thinking and decision-making abilities.

How to Apply Applications should be submitted through the NBC Bank careers portal.