Digital Channels Solutions Specialist

About the Role

Join a prominent African banking group with a rich century-long heritage committed to shaping a progressive future. This role involves designing innovative digital solutions that enable swift decision-making and cover all digital streams, including automation, to support business growth.

Primary Responsibilities

• Monitor and ensure optimal performance, security, and availability of digital banking platforms, implementing timely updates and patches.
• Deliver Level 2 and 3 technical support while managing service level and operational level agreements for uninterrupted service.
• Analyze user engagement trends and devise strategies to boost customer interaction with digital services.
• Create and maintain a service enhancement framework along with a roadmap for continuous improvement.
• Maintain ITIL-compliant service management processes including issue escalation and problem handling.
• Guarantee compliance with change management protocols for all modifications in line with organizational standards.
• Coordinate system integrations between core banking platforms, fintech partners, and third-party providers.
• Collaborate with vendors, developers, and internal teams to troubleshoot technical challenges.
• Lead digital transformation projects aligned with strategic objectives and recommend new technologies for enhanced digital services.
• Develop, implement, and oversee integrated service management procedures and liaison between country and regional service teams.
• Align digital initiatives with business targets, monitor transaction volumes, and gauge customer adoption to track performance.
• Drive cost-effective deployment of new digital features to improve user experience and operational efficiency.
• Manage team priorities, assign duties, and resource requests to meet operational and strategic objectives.
• Analyze performance data to identify issues and recommend improvements to enhance productivity and processes.
• Support IT risk and governance efforts, ensuring compliance with regulatory and cybersecurity standards through ongoing risk assessment and mitigation.
• Foster a high-performing team culture through formal and informal development, succession planning and motivation.
• Conduct and support training initiatives for frontline staff and users to advance digital competencies across business units.
• Maintain strong stakeholder relationships for effective communication and project execution.

Education Requirement

A Bachelor's degree in Physical, Mathematical, Computer or Life Sciences is required.