eChannels Senior Support Officer

JOB TITLE

eChannels Senior Support Officer

LEVEL/BAND

MM22

DEPARTMENT

eChannels

DIRECT REPORT (JOB TITLE)

Digital Banking Manager

Overall Purpose of the Position

The Electronic Channels Senior Support Officer will be responsible to support retail and business customers on the Bank’s digital banking channels. The individual will be required to deliver enhancements on the Bank’s Digital Banking Channels, Self-Service Machines and Contact Centre.

Operational Responsibilities

Support retail and business customers on the Bank’s digital banking channels.

Support and lead the implementation of new projects and change requests.

Support the Contact Centre operation to improve overall customer satisfaction and enhance internal process to better serve customers.

Support user acceptance testing for digital projects, Self-Service Machines and Contact Centre initiatives to ensure successful transition to production.

Manage the compilation of eChannels MI and dashboard reporting.

Support the Bank’s drive to increase digital activation and adoption.

Stay at the forefront of user-centred designs and implement.

General Responsibilities

Manage eChannels Communication portals.

Ensure compliance with Bank’s policies, guidelines, and underlying procedures at all times.

Compile weekly and monthly MI.

Compile storyboards, user flows, wireframes, mock-ups, process flows to effectively conceptualise and communicate business requirements.

Perform any other duties that may be reasonably assigned from time to time.

Qualifications, Skills & Competencies

Mandatory

Skill

Possess a strategic vision for end-to-end user experience.

Be familiar with current UX digital banking trends.

Excellent verbal communication and interpersonal skills

Be reliable, organised, meticulous and prepared to work under pressure.

Be a team player while still being able to work independently when needed.

Customer driven with strong focus on quality of service.

Strong skill in FIGMA or related collaborative user interface design tools.

Experience

Experience in Microsoft SharePoint and Microsoft Forms, FIGMA and Working and Microsoft Excel.

Experience in working with an agile project methodology.

Have a minimum of 2 years’ work experience in a contact centre environment, IT department or Digital team.

Qualification

Possess, or is in the process of obtaining a Diploma in Informatics, Diploma in Digital, Diploma in Digital Design or Digital Banking.

Desirable

Skill

Understanding of digital channels operations and services.

Knowledge in Banking products, services, and regulations.

Experience

Knowledge in analytic al tools such as Power BI and Microsoft SharePoint.

Qualification

-

Position level (1 being the highest level)

Head of Department

Managerial & Specialist Positions

Middle Management & Specialist Positions

Technical & Clerical Positions

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