Division: Digital Banking Support & Operations
Department: Digital Banking Operations
Reports to: Country COO

The Digital Banking Support Officer will be responsible for driving and ensuring the successful deployment of all Digital Banking products and platforms within the country. The role focuses on resolving customer complaints, improving operational efficiency, supporting digital banking product penetration, and identifying potential digital banking solutions for deployment.

Duties and Responsibilities

• Create and implement strategies to improve the efficiency of Digital Banking processes and operations within the country.
• Develop and implement strategies aimed at reducing the cost of Digital Banking operations.
• Provide technical support to the Digital Banking sales team during sales engagements, including demonstrations and presentations.
• Promptly resolve customer complaints and issues related to Digital Banking products and platforms.
• Ensure all Digital Banking channels and platforms achieve the group’s approved Service Level Agreement (SLA) targets.
• Escalate and follow through on the resolution of all issues reported to the center.
• Generate and submit reports on the performance of Digital Banking channels and products.
• Support the Digital Banking sales team in conducting product knowledge training for staff on all e-banking products.
• Review existing Digital Banking processes and procedures and recommend areas for improvement to enhance customer satisfaction.
• Ensure proper inventory management of all Digital Banking hardware and software within the country.
• Serve as the primary contact person for all Digital Banking technical and operational issues in the country.
• Ensure prompt delivery and fulfillment of customer requests related to Digital Banking products and solutions.

Planning

• Prepare monthly products and channels reporting calendars and coordinate Digital Banking Operations and Technology governance meetings.
• Participate in weekly Digital Product development and deployment meetings.
• Conduct weekly Digital Product demonstrations and training sessions for clients.

Key Performance Indicators

• 100% achievement of all customer enrollment requests.
• 100% resolution of customer complaints.
• Submission of an approved strategy document on e-banking operations and technology.
• Submission of at least two process re-engineering reports annually.
• Reduction of Digital Banking operational costs by at least 25% annually.

Reporting Relationships

• Functionally reports to: Country COO.
• Administratively reports to: Country COO.
• Supervises: Nil.

Job Requirements

Education

• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, Banking, or related field.

Experience

• Experience in Digital Banking operations, customer support, or banking technology operations will be an added advantage.

Knowledge

• Good understanding of Digital Banking products and platforms.
• Knowledge of banking operations and customer service processes.
• Understanding of Service Level Agreements (SLAs) and operational performance monitoring.
• Knowledge of Digital Banking hardware and software systems.

Skills and Competencies

• Strong technical and analytical skills.
• Excellent customer service and problem-solving skills.
• Good communication and presentation skills.
• Ability to work under pressure and manage multiple tasks.
• Strong interpersonal and teamwork skills.
• Good reporting and organizational skills.

Interested candidates are required to submit:

* A detailed CV
* A Cover Letter
* Copies of all academic certificates

Applications must be sent electronically to:
[email protected]

Email Subject Line:
Application for (Position Title)