Assistant Manager - Online Banking Support​ at Family Bank Ltd

REPORTING TO: SENIOR MANAGER DFS TECHNICAL.   

Job Purpose:

• To lead and coordinate the bank’s mobile and other emerging channels initiatives. Responsible for  ensuring that all digital channel systems that are deployed in the bank are properly managed and supported to  provide high availability and exceptional customer experience on 24/7-hour basis. 

Key Responsibilities: 

• Provide technical support for existing mobile and internet banking systems. 
• Customer support through issue tracking and resolution within agreed TAT. 
• System monitoring to ensure both maximum uptime for systems and transactional integrity. 
• Routine system administration and management. 
• Compliance to Change management processes and procedures. 
• Provide technical support for existing mobile and internet banking systems and implementation of related  projects. 
• Keep track of user issues and oversee their prompt resolution. 
• Follow established change management practices by ensuring that they are well tested and are rolled out  in a manner that adheres to established business processes. 
• Continuously analyze user requirements to develop and provide solutions. 
• Routine system administration and management. 
• Maintain up to date system and user documentation. 
• Ensure compliance of SLAs by system vendors. 
• Develop real time online reports and monitoring tools to be able to track mobile and internet banking  systems uptime and performance. 
• Continual Service Improvement by recommending and implementing upgrades or changes to the mobile  solutions for increased performance, security or business benefits 
• Develop subject matter expert knowledge of Mobile technologies, e-Commerce and other payment banking  technologies 
• Develop Business Continuity plans for both mobile channel solutions. 
• System monitoring to ensure both maximum uptime for systems and transactional integrity. 
• Development and provision of both structured and ad-hoc reports for consumption by various teams. 
• Provide user support, perform system backups and restore. 
• Trouble shooting and resolution of identified incidents/problems. 
• Proactive monitoring and attendance to anticipated service disrupters. 
• Recommend service enhancements geared towards efficient and effective service provision. 
• Engagement with partners to resolve service disruption incidents 
• Any other official duty that may be allocated by management from time to time.

The Person:  

• The ideal candidate must possess the following:  

Qualifications:  

• Bachelor’s degree in ICT, Computer Science, Information Systems or an IT related field. 
• Professional IT qualifications in one or more of the following: ITIL, Linux, Prince2, programming, DB  Administration 
• Knowledge of IT Banking Systems Implementation & Capabilities 
• Knowledge of Database management systems, solutions and administration 
• Sound knowledge of Bank operations, policies & procedures 
• Experience in mobile, Internet banking based financial systems as well as SMS & USSD connectivity 
• Excellent leadership & team management skills 
• Good communication & interpersonal skills 
• Customer focused – ability to strike a solid balance between external and internal customer orientation 

Key Competencies and Attributes: 

• Goal focused and able to spot business opportunities 
• Builds networks and maintains strong relationships 
• Able to manage and influence others to achieve results 
• Has passion and drive to achieve results under difficult circumstances 
• Pleasant and able to relate well in diverse social set ups and teams  
• Upholds high standard of Professionalism, integrity and respect for others   
• Able to identify, motivate and develop talent within the Bank. 
• Capacity to influence decisions at various levels 
• Communicates effectively  
• Drives high performance in teams