Channels Support Officer at Caritas MFB

JOB PURPOSE

• Reporting to the Head of ICT the job holder will be responsible for the management of card systems, ATMs, Mobile Banking, Agency Banking, Internet Banking, host to host and other interfaces to other banking channels .The job holder will be 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

• Responsible for establishing and monitoring and management of service level agreements with internal and external service providers to ensure high availability of every channel that exceeds customer expectations.
• Research constantly for trends in self-service technologies to identify new implementation opportunities.
• Perform Technical support for existing Channels.
• Ensure that card systems and electronic banking systems operations and process are executed as required.
• Manage resolution of systems related problems to the card systems and electronic banking systems.
• Manage system implementation/upgrades of the card systems and electronic banking systems.
• Deliver quality service to both internal and external customers and always provide high system availability of e channels systems.
• Perform core systems administration tasks, that is, the custodian of systems, ensure security of systems and information, maintain inventory of systems, and perform authorized users’ administration.
• Ensure that all procedures as laid down in the Asset Management Policy or other policies as advised are adhered to.
• Ensure that card systems and electronic banking systems are protected and properly secured.
• Proper change management systems.
• Electronic banking channels monitoring and support to provide high availability 24/7-hour basis.
• Ensure business continuity through timely backups of the systems.
• Keep track of systems and user related issues and attend to them promptly.
• Perform system upgrades and apply system patches promptly received from system vendors.
• Adhere to change control procedures in implementing system change.
• Assist audit in fraud investigation and implementing corrective measures.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• A university degree in computer science/IT (a must)
• ITIL foundation level certification (added advantage)
• MCSA in SQL (added advantage)
• MCSA in windows server (added advantage)
• Minimum of 3 years’ experience in a banking ICT environment, supporting applications and channels.
• Proven knowledge and experience in electronic channels and digital technology operations.

DESIRED COMPETENCIES

• Good accounting knowledge.
• Good knowledge of the banking industry digital channels and the trends.
• Excellent communication & inter-personal skills and the capability to understand and manage several products deployment & support the same.
• Demonstrated leadership, personnel management, and project management skills.
• A good understanding of latest banking technologies and developments in ATM /CDM technologies
• Strong analytical and product management skills
• Ability to work independently with users to define concept.