Job Summary

To ensure digital channel availability to customers and management SLA with internal and external vendors. The expectation from the role is digital customers should be able to get all the services 24/7. The bank is expecting the increase of number of transactions and service availability while earning an income increase through digital channel services charges not limited to ATM, Internet Banking, IFEC, and Mobile Banking.

 ​

ATM Operations, Projects, and Risk related

• Managing all ATM related issues, compliance and projects
• MIS reporting on ATM technical issues and support infrastructure for ATM as per regulatory standards
• Responsible for ATM monitoring process in place and monitoring is done as per agreed and escalation conducted within agreed time.
• Manage ATM commissioning and decommissioning process as per regulatory requirement
• Ensure transparency on ATM infrastructure by developing and maintaining current database of ATM inventory, indicating location, configuration, and operational status
• Managing ATM hardware including sparrow switch, software, processes, procedures support compliance with both internal and external regulatory standards
• Responsible for ATM related project from planning to implementation
• Support and implement changes fixes within ATM portfolio manage and implement controls on the ATM risk related issue eg fraudulent control measure

Managing other digital channels operation, projects, and risk related for internet banking, IFEC and mobile banking

• Managing systems administration by getting the proper access required
• Managing systems monitoring and troubleshooting end to end until resolution
• Responsible for anti-fraud strategies
• Effective escalation on faults related to mentioned systems above per the escalation matrix
• Error handling analysis to avoid major breakouts
• Oversee the future demand of the systems and plan accordingly
• Extract reports per management requests
• Responsible for advising management on the least route to resolve issues and get competitive benefit in digital channels by continuously improving the service and returns to the stakeholders

Incident and Problem Management

• Responsible for taking ownership on all IT digital channels related problems
• Classifies problems, determining priority, impact and category and owning resolution
• Stand in as a solid subject matter expertee on all IT digital and ATMs related incidents and problems by determining and digging their root cause
• Co-ordinates analysis and diagnosis of problems and owns the overall action plan to closure including recommending service improvement projects
• Liaises with other external suppliers to ensure that problems are resolved as quickly as possible
• Resolves problem ownership disputes, escalating where necessary
• Ensures that known errors are correctly logged against relevant items
• Ensures that all workarounds are fully documented and communicated
• Ensures that solutions are implemented and communicated to stakeholders
• Performs quality assurance of problem data

Risk Management

• Build relationship with country IT risk and Governance team and provide support wherever required
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements
• Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for operations & IT and achieve audit and assurance targets (whenever required)

Qualifications

Bachelor`s Degrees and Advanced Diplomas - Physical, Mathematical, Computer and Life Sciences, Experience in a similar environment at junior specialist level