KEY RESPONSIBILITIES

• Evaluation of technologies and implementation of digital channels solutions as per the bank’s strategies for delivery of business products and services
• Management of performance for the IT digital Channels support team comprising of system admins and operators maintaining the banks digital channels systems and responsible for a 24/7 hour support.
• Development of and adherence to service level agreements with the digital channels users and management of SLA’s with service providers/vendors of these systems.
• Tracking of customer queries/complaints and implementation of initiatives to address key digital channels issues identified.
• Provision of timely and accurate management information to all users on the digital channels systems.
• Maintenance of accurate and updated system configuration and documentation for all the digital channels systems and ensure that constant review and versioning is done.
• Implement appropriate security protocols and controls with respect to digital channels.
• The holder will be expected to use tools to provide capacity and performance reports on all digital services
• Management of project resources, schedule, costs, stakeholders, and the application development lifecyc

MINIMUM POSITION QUALIFICATION REQUIREMENTS

Academic & Professional

Education

• Bachelors Degree
• Master’s degree

Professional/Qualification

• IT Service Management or Project Management

Experience

• 8 years’ experience in Digital Channels