eChannels Support Analyst

JOB TITLE

eChannels Support Analyst

LEVEL/BAND

MM20

DEPARTMENT

eChannels

DIRECT REPORT (JOB TITLE)

Digital Banking Manager

Overall Purpose of the Position

The eChannels Support Analyst will be responsible to support retail and business customers on the Bank’s digital banking channels. The individual will be required to create designs according to specifications, improving design tasks and delivering enhancements on the Bank’s Digital Banking Channels.

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 them to improve user journeys.

General Responsibilities

• Understanding project requirements and ideas

• Using graphic design techniques to create screen mock-ups

• Pitching in creative concepts which can also be implemented within the Bank’s digital

channels.

• Collaborating with the team to design, test and launch projects

• Collecting feedback from other stakeholders to improve and reduce pain points.

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

• 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.

• Current with 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 UX Design platforms or related collaborative user

interface design tools.

Experience

Experience in UX Design platforms and working with other Digital content creation tools.

• Knowledge of design techniques

• Ability to work well in a team

• Time management skills.

• A talent for creativity and problem-solving

• Experience in working with an agile project methodology.

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 MicrosoftSharePoint.

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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