Job Description
Reporting to the Manager Digital and Business Systems, the job holder will be responsible for managing technical support of all Alternative Business Channels (Interfaces).
KEY MEASURABLE GOALS
Alternative Business Systems uptime of at least 98%
High TAT on closure of IT related Alternative Business Systems Issues
New Innovations for Digital banking.
Cost Effective delivery of Alternative Business Channels system capabilities.
Issue resolution rates
KEY RESPONSIBILITIES
Provide customers, partners and end users with technical support by resolving all ABC related issues, if necessary, will travel to other towns for on-site support.
Manage customer complaints and /or new requirement processes regarding ABC systems.
Prepare service and technical analysis reports for ABC systems.
Be the technical lead in the implementation of ABC projects / initiatives.
Conduct ABC technical training when necessary.
Vendor SLA management including quality of Service reviews.
Enforce compliance to regulatory guidelines and payment standards set by Card Associations (i.e. Visa, MasterCard, SWIFT and the regulator) and other partners such as Interswitch.
Provide technical support to empower customer facing teams to undertake effective training on all ABC Systems.
Perform prompt Channel system upgrades and application of system patches from time to time.
Develop, maintain and enforce procedures for controlling and keeping track of system updates and alterations for all ABC systems.
Asset Management for Alternative Business Channels systems.
24X7X365 Uptime of Channels systems
Implement ABC Systems change management processes.
To play an active role in the development and improvement of service delivery
To comply with, and actively support implementation of IT policies and procedures, and in particular those relating to the delivery of IT services, information security and risk management.
To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.
To provide reasonable availability for any out-of-hours activities as required from time to time.
Participate in at least two DR Simulations
Closure of identified ABC system audit findings
User access management and Quarterly / ad-hoc user Access reviews exercises
BANKWIDE AML KYC & CFT RESPONSIBILITIES
Communicating and reinforcing the AML-CTF compliance culture established by the board.
Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department, Unit or Branch
IT RISK AND SECURITY
Address / mitigate all ABC Audit Items
Implement recommendations from IT security partners to avert unforeseen system outages.
Implementing and enforcing the board-approved IT policies within the Unit
Education
A University degree in a relevant field in Information Technology or Computer Science or equivalent qualification with over five (5) years’ experience
Masters degree in ICT or related specialized qualifications
Skills
Channels Development, Channels Strategy, Digital Channels, Direct Channels, Distribution Channels
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