Manager – Digital Channel Systems at CRDB Bank

Job Purpose:

Effectively lead a team of ICT Specialist and Systems administrators, responsible for Self-service/ Channels systems support: Implementation of new & Enhancements and Second level Day by Day support of all Channels systems: Internet Banking, Mobile Banking, SMS Service and Enterprise Service Bus (ESB) integrations with internal & external systems.

Key responsibilities:

  • Leads the definition of a portfolio of existing and new Self-Service Digital Channels provision.
  • Engages and influences Managers to ensure the Digital Channels will deliver the agreed business objectives.
  • Plans, schedules, monitors and reports on activities related to Digital Channels to ensure that each part contributes to the overall achievement of the products.
  • Collect, summarize and reports on portfolio KPIs often through the deployment of business management processes and systems.
  • Identifies issues with Digital Channels structure, cost, risk, inter-dependencies, impact on current business activities and the strategic benefits to be realized.
  • Notifies Digital Channels change initiatives of issues and recommends and monitors corrective action. Reports on portfolio status as appropriate.
  • Setting SMART Objectives and conduct Performance Evaluation for Direct Reports in the Digital Channels section.
  • Prepare monthly progress update reports of the Digital Channels section.
  • Prepare and control the annual budget (CAPEX & OPEX) of the Digital Channels sections.
  • Setup and implement cost-saving initiatives for the Digital Channels section, involving Systems, People and Process.
  • Develop & update policies, procedures and processes to improve efficiency & productivity of the Digital Channels sections.

Experience, Knowledge and Skills Requirements

  • Bachelor Degree in Computer Science, Software Engineering, Telecom Engineering, Electrical Engineering or equivalent undergraduate degree from recognized Institution.
  • Minimum of 5 years of experience in ICT related role, 1 year being ICT Senior/ Supervisor role in a bank of similar size and scale.
  • Minimum of 2 years of experience in supporting Self-Service Digital Channels in organizations of similar size and scale is an added advantage.
  • At least one professional qualification in ITSM related area (i.e. ITIL or COBIT)
  • Technical knowledge of Digital Channels solutions.
  • People Management & Leadership knowledge, a team player that motivates and trains other team members.
  • Experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere.
  • Strong interpersonal and good communication skills.
  • SLA and vendor Management skills.

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