E-Channels Manager

JOB PURPOSE
E-channels support Manager is to ensure growth of the bank’s digital channels to meet the dynamic needs of customers in today’s changing market.

KEY RESPONSIBILITIES:

• Develop, implement, and enforce Electronic Banking Operations policies, processes, and procedures.
• Direct the E-Channel Operations services to ensure timely service delivery. These include mobile banking, card business, superagency float management, Agency Banking, merchant payments, ATMs, Online banking Mobile credit products, digital savings products, Digital accounts, Interswitch, timely settlements (Money Transfers and Mobile money) as well as general support for all the services.
• Timely identification of point of service failures and implementation of corrective measures.
• Regular proactive review of reconciliation reports for settlements, wallets and Money Transfer accounts to Investigate and clear any reconciliation items in a timely manner.
• Investigate and clear queries in a timely manner, provide update and escalations of queries internally and externally.
• Regular review of queries from Business units to confirm that they are resolved as per agreed Service Level Agreement.
• Identifying process gaps and implementing process Improvements for all E-Channels products whilst minimizing risk.
• Spearhead the implementation of the initiatives to improve process improvements in the unit.
• Drive product uptake of all digital products.
• Identifying, monitoring and reporting suspicious activity in line with the AML/CFT, KYC programs and the bank policies / regulatory framework.
• Escalate any process gaps and incidents including near misses to management.
• Co-ordinate service providers to ensure that they deliver as per their contracts and their timelines and validation of invoices that relate to E-Channels.
• Develop staff through training, mentoring and identification of their needs.
• Manage, Train and develop direct reporting staff as well as fostering a team approach by actively building strong working relationships within the unit as well as identification of training needs.
• Establish and review key operational risk indicators/key control standards and implement action plans to minimize the Bank’s exposure to fraud and losses.
• Manage the Bank’s operational risk exposure by supporting the Business to identify areas of operational risk exposure and by implementing corrective action.
• Ensure operational and client transactions are processed timely, accurately within daily cut off times and deadlines.
• Proactively research new payment methods and solutions with a view of achieving more streamlined process and/or improved customer experience.
• Contribute towards companywide projects as required.
• Identify workflow/system improvements and work with supervisor and operations team to enact change.
• Responsible for the Channels Operations Budget.
• Responsible for controlling costs to within agreed Channels Operations targets.
• Responsible for avoiding any regulatory penalties relating to Channels Operations.
• Prevent fraud and operational losses.
• Carry out any other duties as may be assigned by unit Head or management.

• Daily ECRM closure of issues as per customer service level agreement and escalation of those beyond control by attending to all customer inquiries, complaints and compliments.
• Drive product uptake of all digital products through customer and staff engagements.
• Generate required reports in the unit.
• Stakeholder management of all partners, vendors and branches while building meaningful relationships.
• Support branch staff to have access on all required services to serve customers on digital products.

• A Bachelor's Degree is required.
• Professional Qualifications are an added advantage.
• A Master's Degree is an added advantage.
• A minimum of 5 years in a fast-moving financial institution entity.