Officer, IT Operations & Service at SBM Bank

JOB SUMMARY:

Efficient system uptime real time monitoring on all alternate channels customer self- service platforms, review & timely intervention of any failing customer transactions and fast track escalation to relevant department of any customer complains on suspicious transaction activity and timely first level resolution escalation of all requests/issues beyond first level. Consistent excellent & proactive service to our customers on our channel applications to maintain excellent user experience.

KEY RESPONSIBILITIES:

Transaction Monitoring(Alternate channels) & IT Operations - 100%

• Timely intervention on failed transactions by contacting the clients and error resolution after proper due diligence as per the framework process.
• Efficient system uptime monitoring of alternate channels application as per set parameters.
• Timely and efficient first level resolution and escalation of all customer complains on suspicious transactions to all relevant stakeholders and follow up for resolution.
• Timely and accurate execution of instructions received from department team leaders.
• Resolve on end to end basis transaction monitoring related queries received from management, customers, branches, contact center, cards, etc.
• Accurate & timely Preparation of daily alternate channels performance reports and circulation to stakeholders for purposes of analysis.
• Proactive first level root cause analysis on any system downtimes, transactionfailures and tracking for stakeholder engagement on long-term solutions.
• Daily escalation of operational, user and system generated exceptions as per the channels performance report.
• Provide 1 st level channels support and issue resolution for Internet, Mobile, ATMs, Cards (Credit, Debit, Prepaid), Simple payments system, Agency banking.
• Pick out on real time basis user, operational and system failures for first level customer support and work with stakeholders for resolution on escalated items.
• Exceptional temporary card limit enhancement as per the process.
• Run Core Banking end of day processes as required.
• Manage the helpdesk and ensure timely tracking and resolution of all cases raised.
• Incident management.
• Change management.
• Contact Centre calling system technical support.
• Contact Centre Omnichannel system technical support.Real time monitoring and management /action of transaction alerts received through the NGscreener Fraud monitoring system.

KEY RELATIONSHIPS:

Direct Reports to this position

• None

Customers of this Position

• IT, Customer Experience, Card & Central Operations, Remittances, Digital banking Business, & Branches.

Knowledge; Skills and Experience required for this Role

Job Knowledge

•  Knowledge of digital channels within the banking industry.
• Demonstrated ability to engage people effectively.
• Effective written and verbal communication.
• Ability to work in a team.
• Strong analytical skills with competence in excel required to analyze and organize multiple complex data sets.
• Computer literacy essential.
• Customer service experience essential

Job Experience

• 1 year experience in banking

Education

• Bachelor’s Degree
• Computer literacy (Microsoft excel Competency compulsory)

Competencies required for this Role

• Adhering to principles and values
• Applying expertise and technology
• Analyzing
• Writing and reporting
• Planning and organizing
• Presenting and communicating information
• Achieving personal work goals and objectives

Expiry Date: Feb 07 2023