Digital Channels Support Analyst at NBC February 2026
National Bank of Commerce (NBC) is the oldest serving bank in Tanzania with over five decades of experience. The bank provides retail, business, corporate, and investment banking, as well as wealth management services nationwide.
NBC continues to expand its digital footprint to support customers with secure, reliable, and innovative banking solutions across multiple electronic platforms.
Job Summary
The role ensures continuous availability of Digital Channels to customers and effective management of Service Level Agreements (SLAs) with internal and external vendors.
The position focuses on maximizing system uptime, increasing transaction volumes, and driving revenue growth through digital platforms such as ATM, Internet Banking, Corporate Internet Banking, Mobile Banking, USSD, and Agency Banking.
Key Accountabilities
1. ATM Operations, Projects and Risk Management (20%)
The role oversees all ATM-related operations, compliance requirements, and project implementation.
The incumbent ensures proper monitoring, timely escalation of incidents, and full regulatory compliance of ATM infrastructure.
Key Responsibilities
- Manage ATM monitoring and escalation processes.
- Oversee ATM commissioning and decommissioning.
- Maintain updated ATM inventory database (location, configuration, status).
- Manage ATM hardware, switching systems, and software compliance.
- Lead ATM-related projects from planning to implementation.
- Implement fraud prevention and risk control measures.
- Support system upgrades and fixes within ATM portfolio.
2. Digital Channels Operations, Projects and Risk Management (50%)
The role manages Internet Banking, NBC Connect, Agency Banking, Mobile Banking, and related digital systems to ensure optimal performance and reliability.
The position supports anti-fraud controls, system optimization, and strategic improvements to enhance service delivery and stakeholder returns.
Key Responsibilities
- Administer user access and system authorizations.
- Monitor digital platforms end-to-end and resolve issues.
- Implement anti-fraud strategies.
- Escalate system faults as per defined matrix.
- Conduct error handling analysis to prevent service disruptions.
- Forecast system demand and capacity planning.
- Generate management reports.
- Advise leadership on competitive digital improvements.
3. Incident and Problem Management (20%)
The incumbent takes ownership of all IT digital channel-related incidents and ensures timely resolution.
The role includes root cause analysis, stakeholder communication, vendor coordination, and documentation of solutions.
Key Responsibilities
- Classify incidents by priority and impact.
- Conduct root cause analysis.
- Coordinate resolution plans to closure.
- Liaise with vendors for quick problem resolution.
- Document known errors and workarounds.
- Communicate implemented solutions to stakeholders.
- Perform quality assurance of incident records.
4. Governance and Risk Management (10%)
The role supports IT governance, compliance, and risk management initiatives in collaboration with relevant teams.
The objective is to maintain strong audit outcomes and improve operational risk controls.
Key Responsibilities
- Collaborate with IT Risk and Governance teams.
- Strengthen compliance and control frameworks.
- Recommend improvements to meet audit and assurance requirements.
Business Continuity Responsibilities
The role ensures periodic testing and enhancement of Business Continuity Plans (BCP) and Disaster Recovery (DR) frameworks.
The incumbent coordinates simulations, documents results, and ensures restoration of services within agreed recovery timelines.
Key Responsibilities
- Conduct annual BCP testing and simulations.
- Test technical recovery components after major changes.
- Document findings and recommend improvements.
- Participate in BCM and DR exercises.
- Support timely service restoration across critical systems.
Core Competencies
The role requires strong technical expertise in digital banking technologies and IT infrastructure management.
The incumbent must demonstrate analytical ability, stakeholder management skills, and continuous improvement mindset.
Key Competencies
- Strong knowledge of ATM networks, Internet Banking, Mobile Banking, and USSD.
- Understanding of IT infrastructure and integrations.
- Experience with monitoring tools such as Splunk, Dynatrace, or Nagios.
- Knowledge of microservices architecture.
- Proficiency in Java, SQL, PL/SQL, Forms and Reports.
- Scripting skills in Python, PowerShell, or Bash.
- Database knowledge (Oracle, SQL or similar).
- Advanced MS Excel skills.
- Strong communication and influencing skills.
- Ability to manage multiple stakeholders and projects.
Qualifications
Candidates must possess an Advanced Diploma or Bachelor’s Degree in Computer Science, IT, Engineering, or a related field.
Knowledge of banking operations and IT service delivery within a corporate environment is preferred.
Additional Requirements
- Strong conceptual thinking and decision-making skills.
- Prior experience in a similar digital channels role is an added advantage.
Experience
A minimum of 2 years’ experience in digital banking or digital channel operations is required.
Candidates must demonstrate the ability to manage multiple projects in a fast-paced, deadline-driven environment and defend technical or budgetary recommendations effectively.
Only shortlisted candidates will be contacted.
