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Officer Digital Channels Support
JOB PURPOSE
The job holder will be responsible for supporting operations of all digital services channels. The role holder will also be responsible for day-to-day support and administrative management of the Sidian Bank Digital channels; ATM, Internet Banking, Mobile Banking, Host-to-Host and card.
KEY RESPONSIBILTIES
- Digital channels support
- Money remittance partnerships
- Digital Lending
- Card and ATM Management
- Product Development
- Project Management
MAIN ACTIVITIES:
Digital Channels Support
- Ensure that all the Card and Electronic Channel Systems are properly managed and achieve optimal uptime, efficiency, compliance and cost containment. This includes infrastructure, integration and application.
- Provide back office support for all bank’s digital channels: card, mobile, internet banking, LIPA na MPESA, money remittance and host to host integrations.
- Regularly review and monitor the sale of all digital services to current and prospective customers of the Bank in order to generate maximum income and return on investment.
- Promote product awareness via appropriate internal training and marketing as well as ensuring overall attainment of all cash management sales target.
- Ensure all policies, procedures and tariffs are in place for all digital services.
- Diagnose complex problems accurately and timely; evaluate and develop alternative courses of action; recommend and/or implement creative and effective solutions; document results.
Money remittance and partnerships
- Onboard and manage Money remittance service providers with authorized money transfer service providers.
- Onboard/engage fintech partners subject to approval.
- Ensure proper systems are in place to effectively manage AML/CFT risks and strict compliance with the Banking laws, the prudential guidelines and regulations issued by CBK, and other legal guidelines that may be issued by the government or other industry stakeholders, from time to time.
- Responsible for identifying and reporting potential and actual Money Laundering Risk within customer business, including suspicious transactions in accordance with the laid down AML policies & procedures.
- Formulate and ensure to update policies and procedures governing payments as and when changes occur.
- Invoicing of services rendered and identifies inactive accounts for activation or culling
- Actively provides leadership by contributing to the collective leadership Agenda and sharing business insights/ feedback to maximize the overall performance and wellbeing of the department.
Product Development
- Support in new product development, implementation and enhancement i.e. the conceptualization of new ideas, researching, and evaluating them objectively from a market and financial standpoint.
- Undertake periodic market intelligence of digital products on offer including pricing in the industry.
- Provide all required MIS related to digital products under portfolio.
- Undertake periodic product reviews in line with business objectives.
- Undertake periodic reviews of inactive products in order to drive prompt usage.
- Manage the logistics of marketing initiatives aimed at driving usage. These may be, liaising with and following up with marketing to ensure appropriate marketing collateral is present in all relevant platforms (ATMs, digital screens, branches, website etc.)
- Tracking products performance and prepare monthly reports on revenues, expenses and trading profits.
Project Management
- Build and maintain positive working relationships with business teams, vendors and other key stakeholders; serve as resource for technical expertise and advice on strategic priorities and projects
- Ensure all system processes and procedures are carried out effectively; ensure compliance to change process and sign-offs.
- Provides advice, training, demonstrations and all troubleshooting needs for any problems before liaising with the vendors if technical problem is over capability
- Evaluation and assessment of technical requirements for systems implementation (needing) or requiring enhancements.
- Administer and approve all final new product delivery and recommend improvements to all products and prepare all business requirements documents and ensure compliance to all product schedule and coordinate with departments to provide an effective interface.
- Collaborate with information technology and business units to deliver all releases, prepare work schedule for all projects, and provide support to all strategies to achieve all marketing strategies.
- Develop all customer wireframes and user cases, ensure optimal level of customer services, analyze all customer requirements, monitor all requests, and manage all defects in products for all monthly releases.
Personal Leadership & Development:
- Manage self: Show drive and motivation, an ability to self-reflect and a commitment to learning.
- Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
- Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
- Work Collaboratively Collaborate with others and value their contribution.
- Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes;
- Think and solve problems, analyze and consider the broader context to develop practical.
- Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
- Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
- Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
- Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings
- Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.
DECISION MAKING AUTHORITY
- The role will report to the Assistant Manager digital channels support
ACADEMIC BACKGROUND
- University Degree in Bachelor of commerce (Finance or Accounting) or other relevant Business Degree
WORK EXPERIENCE
- At least 5 years’ experience in banking.
- Experience in banking regional delivery, with extensive knowledge in Internet Banking.
- Experience and knowledge in Money remittance field.
SKILLS & COMPETENCIES
- Excellent knowledge of operational and systems user requirements for financial products.
- Commercial awareness to understand and apply commercial and financial principles to business thinking.
- Sound understanding of marketing principles, ideally backed with suitable experience.
- Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks.
- Good command of written and spoken English.
PROFESSIONAL CERTIFICATION
Desirable to have:
- CPA (K), ACCA or equivalent professional qualification
- Diploma in Banking – AKIB
- Project Management
