Digital Channel Support Officer at SMEP Microfinance Bank

Reporting to the Head of ICT & Projects, the job holder will be to oversee seamless operations of all digital services channel- ATMs & USSD platform. The role is responsible for day-to-day support on the digital channel services, administrative management and continuous monitoring to ensure 100% uptime and correct performance.

KEY DUTIES AND RESPONSIBILITIES

• Ensure all the channel Systems are properly managed and achieve optimal uptime, efficiency and compliance. This will include infrastructure, integration and application.
• Provide back-office support for all Bank’s digital channels: card, mobile, internet banking, LIPA na MPESA, Money remittance and host to host integration.
• Ensure all incidents are reported, documented, diagnosed and root cause is addressed.
• Ensure compliance with Best Practice and Procedures Regulation (BPPR) policies.
• Undertake periodic product reviews in line with business objectives.
• Administer and approve all final new product delivery and recommend improvements to all products and prepare business requirements documents to ensure compliance to all product schedule and coordinate with departments to provide effective interface. Update and maintain system documentation.
• Develop all customer use cases, ensure optimal level of customer services, analyze all customer requirements, monitor all requests, manage all defects in digital products for all releases.
• Ensure all services pertaining to the digital channels are running effectively.
• Tracking performance of all digital products and prepare monthly reports on performance and uptime.

Key Qualities, Competencies & Experiences

• Must be a practicing Christian who lives and upholds Christian Values, with a passion to serve.
• At least 3 years’ experience in ICT.
• Ability to accurately plan work assignments, prioritize tasks and deliver deadlines.
• Hands-on technical ICT skills with good understanding of budget management principles.
• Strong problem solving and organization skills
• Good interpersonal and communication skills

Qualifications

• Bachelor’s degree in information technology systems, Computer Science, Systems/Computer Engineering or equivalent from a recognized university.
• Must have relevant professional qualifications and Certification in ICT
• ITIL service management and ICT security qualifications.
• Relevant experience in supporting digital channels in a Financial institution.
• Proficiency in MS Office suite and previous experience with T24 Banking system.
• Experience in managing projects.