Job Summary
We are seeking a highly skilled and results-driven professional to lead our Digital Channels Operations.
The successful candidate will be responsible for managing and optimizing all digital banking platforms to ensure seamless, secure, and efficient service delivery.
This role is critical in driving system performance, enhancing customer experience, and ensuring high availability across all digital touchpoints.
Key Responsibilities
Oversee the daily operations of all digital channels to ensure optimal performance and availability.
Monitor system uptime, transaction success rates, and overall service quality.
Collaborate with IT teams and vendors to resolve system incidents, defects, and service disruptions promptly.
Drive continuous improvement initiatives to enhance user experience and increase digital adoption.
Analyze performance data and provide actionable insights for decision-making.
Ensure compliance with regulatory requirements, cybersecurity standards, and data protection policies.
Coordinate the deployment of new features, upgrades, and system releases.
Manage relationships with third-party service providers and partners.
Develop and implement operational policies, procedures, and internal controls.
Support resolution of customer issues related to digital banking channels.
Key Performance Indicators (KPIs)
Channel uptime (≥99.5%)
Transaction success rate (≥98%)
Incident resolution time (MTTR ≤ 2 - 4 hours)
Reduction in recurring incidents (≤5%)
Decrease in customer complaints (≥10% monthly reduction)
Growth in digital channel adoption (≥15% YoY)
Improved process efficiency (≥30%)
Zero major security or compliance breaches
Successful system deployments (≥95% without rollback)
Vendor SLA compliance (≥95%)
Timely reporting (100% on schedule)
Reduction in operating costs (≥10% annually)
Requirements
Bachelor's degree in Information Technology, Computer Science, or a related field.
5 - 8 years' experience in digital banking operations, fintech, or IT service management.
Strong knowledge of digital banking channels (mobile apps, USSD, internet banking, APIs).
Experience with system monitoring tools and incident management processes.
Good understanding of cybersecurity, data privacy, and regulatory standards.
Strong analytical, problem-solving, and communication skills.
Knowledge & Skills:
Solid understanding of digital banking platforms and transaction flows.
Knowledge of IT service management (incident, problem, and change management).
Familiarity with performance monitoring tools and metrics.
Understanding of payment systems and reconciliation processes.
Awareness of customer experience (CX) and service delivery standards.
Core Competencies:
Strong analytical and troubleshooting abilities.
Effective stakeholder and vendor management skills.
Excellent communication and coordination skills.
High attention to detail and ability to work under pressure.
Strong planning and execution skills for system upgrades and releases.