To manage, optimize, and support the Bank's digital delivery channels including Mobile Banking, Internet Banking, Cards, Digital Account Opening (DAO), and third-party integrations, ensuring high system availability, customer experience excellence, revenue growth, and compliance with regulatory and security standards.
To manage, optimize, and support the Bank's digital delivery channels including Mobile Banking, Internet Banking, Cards, Digital Account Opening (DAO), and third-party integrations, ensuring high system availability, customer experience excellence, revenue growth, and compliance with regulatory and security standards.
Key Deliverables.
Channel Management & Operations
Monitor daily performance of Mobile Banking, Internet Banking, Cards, and DAO platforms.
Ensure system uptime and coordinate resolution of incidents with IT and vendors.
Monitor transaction volumes, revenue, and channel utilization trends.
Support deployment of new features, upgrades, and enhancements.
Performance & Analytics
Track KPIs such as:
Active customers per digital channel
Transaction volumes per channel.
Revenue per cchannel
Customer dormancy rate
.Channel uptime
Activity per channel.
Prepare weekly and monthly performance reports.
Conduct cost-benefit analysis of digital products and pricing structures.
Digital Product Support
Support onboarding journeys including Digital Account Opening (DAO).
Ensure transactional limits align with policy.
Assist in rollout of new digital products and services.
Liaise with partners (e.g., Fintechs, payment providers, aggregators).
Work closely with the IT core banking & channels support team to resolve technical issues affecting channels.
Customer Experience Management
Monitor complaints related to digital channels.
Analyse root causes and recommend improvements.
Support zero-rating initiatives and customer campaigns.
Enhance digital user journey and usability.
Risk, Compliance & Security.
Monitor fraud trends across digital platforms.
Ensure compliance with:
CBK guidelines. AML/CFT requirements.
Data protection regulations.
Co-ordinate penetration testing feedback and remediation tracking.
Support audit reviews and regulatory reporting.
Vendor & Partner Management
Act as liaison between the Bank and digital channel service providers.
Co-ordinate service review meetings with the vendors.
Monitor SLAs and ensure adherence.
Participate in contract reviews and performance assessments.
DECISION MAKING AUTHORITY
Reporting to: Head, Digital Financial Services.
The role holder is mandated to execute Digital Account Opening, Internet, Mobile banking, MTS and Cards decisions solely, subject to approval of the Unit Manager, Head or Division Director.
ACADEMIC BACKGROUND
Bachelor's degree in Business, IT, Computer Science, or related field; Master's degree is an added advantage.
WORK EXPERIENCE
Digital Channels Support
Bank Trainee role.
SKILLS & COMPETENCIES
Mobile banking platforms.
Internet Banking.
Cards business and operations.
API integrations.
Digital on-boarding.
PROFESSIONAL CERTIFICATION REQUIRED
Professional certification in Digital Banking, Product Management, Agile/Scrum, or Digital Banking preferred.