Key Responsibilities

• Assist the manager in managing schedules and workloads of team members.
• Assist the manager in coordinating the e-channels activities to deliver high-quality services.
• Monitor the daily sales of the e-channels regarding registering of new clients and activity rate as well as the target achievements.
• Assist in training delivery when required, implement approved process improvements.
• Compile reports to track adherence to established service-level targets.
• Creating and updating relevant department documentation.
• Be a key player to develop creative and innovation solutions to deliver a competitive client journey.
• Translate clients’ requirements into business requirements for implementation.
• Implementation pilot of new e-channel products.
• Support the e-channel comparison with competitor offering on services, promotions and special offerings on e-channels and update Managers.
• Coordinate with users to determine the business needs for automation, evaluate business requirements and present the same to in a non-technical manner.
• Support the smooth operations of electronic channels and Recommend enhancements in current Processes to improve the quality and efficiency.
• Daily monitoring of conflicts and their resolution. Support the day-to-day reconciliation of the e-channel transactions.
• Liaise with customer care to uncover new trends and customer needs in the market and coordinate the validated learning until pilot phase.

Minimum Requirements

• HND qualification / B.Sc. Degree in any related field.
• Minimum of 5 years of experience in Operations environment within a Bank or FINTEC.
• Hands-on experience in e-banking / e-commerce product development.
• Excellent knowledge about Mobile Banking/ATMs/IVR/Web Management/Internet Banking
• Good communication skills (verbal & written).
• Good analytical skills and Attention to details.
• Good coaching skills and Multicultural awareness.
• Good problem identification and problem solving skills.