SUMMARY

Reporting to the Manager Digital and Business Systems, the job holder will be responsible for managing technical support of all Alternative Business Channels (Interfaces).

KEY MEASURABLE GOALS

• Alternative Business Systems uptime of at least 98%
• High TAT on closure of IT related Alternative Business Systems Issues
• New Innovations for Digital banking.
• Cost Effective delivery of Alternative Business Channels system capabilities.
• Issue resolution rates

KEY RESPONSIBILITIES

• Provide customers, partners and end users with technical support by resolving all ABC related issues, if necessary, will travel to other towns for on-site support.
• Manage customer complaints and /or new requirement processes regarding ABC systems.
• Prepare service and technical analysis reports for ABC systems.
• Be the technical lead in the implementation of ABC projects / initiatives.
• Conduct ABC technical training when necessary.
• Vendor SLA management including quality of Service reviews.
• Enforce compliance to regulatory guidelines and payment standards set by Card Associations (i.e. Visa, MasterCard, SWIFT and the regulator) and other partners such as Interswitch.
• Provide technical support to empower customer facing teams to undertake effective training on all ABC Systems.
• Perform prompt Channel system upgrades and application of system patches from time to time.
• Develop, maintain and enforce procedures for controlling and keeping track of system updates and alterations for all ABC systems.
• Asset Management for Alternative Business Channels systems.
• 24X7X365 Uptime of Channels systems
• Implement ABC Systems change management processes.
• To play an active role in the development and improvement of service delivery
• To comply with, and actively support implementation of IT policies and procedures, and in particular those relating to the delivery of IT services, information security and risk management.
• To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.
• To provide reasonable availability for any out-of-hours activities as required from time to time.
• Participate in at least two DR Simulations
• Closure of identified ABC system audit findings
• User access management and Quarterly / ad-hoc user Access reviews exercises

BANKWIDE AML KYC & CFT RESPONSIBILITIES

• Communicating and reinforcing the AML-CTF compliance culture established by the board.
• Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department, Unit or Branch

IT RISK AND SECURITY

• Address / mitigate all ABC Audit Items
• Implement recommendations from IT security partners to avert unforeseen system outages.
• Implementing and enforcing the board-approved IT policies within the Unit

REQUIREMENTS

Education

• A University degree in a relevant field in Information Technology or Computer Science or equivalent qualification with over five (5) years’ experience
• Masters degree in ICT or related specialized qualifications

Skills

Channels Development, Channels Strategy, Digital Channels, Direct Channels, Distribution Channels