Senior Officer - Alternative Channels Administrator

Job Purpose

The Senior Officer Alternative Channels Administrator supports all alternative delivery channels of the bank such as ATM, Mobile banking, Agency banking, Internet banking, Swift, TACH, Clearing System and all other systems integrated with the Core Banking System. This position is accountable for blending technology with business practices by designing, deploying, configuring, maintaining and monitoring all active delivery channel services and interfaces to ensure smooth operations of the bank.

Furthermore, this role will work on all potential innovations and implement new technologies to ensure the organization remains relevant in the market, specifically on alternative delivery channels that interact with customers.

Summary of Key Duties and Responsibilities

• Installation and configuration of alternative channel systems and application software such as Internet banking, Clearing Systems, GePG, Mobile banking, Agency, and ATM.
• Monitoring, administration, troubleshooting, and end-user training on all alternative channel systems and databases to minimize system downtime.
• Collaboration with all MNOs, Aggregates, and Vendors (e.g., UBX, SELCOM, KENEX, BOT) to ensure alternative channels function properly.
• Working with the Head of ICT to create a positive customer support experience, build strong relationships through deep problem understanding, ensure timely resolution or escalation of problems, communicate promptly on progress, and handle customers with an exceptionally professional attitude.
• Running end-of-day, end-of-month, and end-of-year programs on the core banking system and other systems, ensuring backups are taken and recorded.
• Onboarding new employees, removing access for former employees, managing access rights, conducting periodic user access reviews, and documenting all changes.
• Active participation in developing, testing, and updating business continuity and disaster recovery plans.
• Management of the Mwanga Hakika Bank website and active assistance with all digital and marketing services and products.
• Active participation in projects, rollout of new applications, analysis of business challenges, and suggestion of solutions to ensure quick turnaround times.
• Completion of monthly reports on alternative channels and all interfaces for management.

Key Competencies, Academic Background, and Experience

A: Required Qualifications

• Bachelor's degree or equivalent in Computer Science, Information Technology, or Computer Engineering from a recognized university.
• Excellent knowledge of software development, life cycle, and OOP.
• Additional training in IT applications and software use.
• Certification in Oracle or MS SQL Server database (advantageous).
• Project management certifications (e.g., CAPM, PMP, PRINCE2) (advantageous).

B: Required Experience

• At least 3 years of experience in channel support in a bank or telecom company.
• Management skills and excellent customer service capabilities.
• Competency and good understanding in SQL or PL/SQL scripting.

C: Required Knowledge and Skills

• Strong teamwork skills.
• High levels of integrity.
• Self-driven and results-oriented.
• Focus on quality and goal-oriented skills.
• Flexibility and ability to coach, mentor, and develop others.