KEY RESPONSIBILITIES

Evaluation of technologies and implementation of digital channels solutions as per the bank’s strategies for delivery of business products and services
Management of performance for the IT digital Channels support team comprising of system admins and operators maintaining the banks digital channels systems and responsible for a 24/7 hour support.
Development of and adherence to service level agreements with the digital channels users and management of SLA’s with service providers/vendors of these systems.
Tracking of customer queries/complaints and implementation of initiatives to address key digital channels issues identified.
Provision of timely and accurate management information to all users on the digital channels systems.
Maintenance of accurate and updated system configuration and documentation for all the digital channels systems and ensure that constant review and versioning is done.
Implement appropriate security protocols and controls with respect to digital channels.
The holder will be expected to use tools to provide capacity and performance reports on all digital services
Management of project resources, schedule, costs, stakeholders, and the application development lifecyc

MINIMUM POSITION QUALIFICATION REQUIREMENTS
Academic & Professional

Education

Bachelors Degree     
Master’s degree 

Professional/Qualification

IT Service Management or Project Management     

Experience

8 years’ experience in Digital Channels