Channels Analyst at Old Mutual Kenya

Job Description

Reporting to the Manager Digital and Alternative Channels, the job holder will be responsible for, implementing, maintaining and managing technical support of the Bank’s Digital Channels.

• Provide customers, partners and end users with technical support by resolving all Digital Channels related issues, if necessary, will travel to other towns for on-site support
• Manage customer complaints and /or new requirement processes regarding Digital Channels systems
• Prepare service and technical analysis reports for Digital Channels systems.
• Be the technical lead in the implementation of Digital Channels projects / initiatives.
• Conduct Digital Channels technical training when necessary.
• Vendor SLA management including quality of Service reviews
• Enforce compliance to regulatory guidelines and payment standards set by Card Associations (i.e. Visa, MasterCard, SWIFT and the regulator) and other partners such as Interswitch.
• Provide technical support to empower customer facing teams to undertake effective training on all Digital Channels Systems.
• Perform prompt Digital Channels system upgrades and application of system patches from time to time
• Develop, maintain and enforce procedures for controlling and keeping track of system updates and alterations for all Digital Channels systems.
• Asset Management for Digital Channels systems.
• Support and deliver 24X7X365 Digital Channels Availability
• Implement Digital Channels Systems change management processes
• To play an active role in the development and improvement of service delivery
• To comply with, and actively support implementation of IT policies and procedures, and in particular those relating to the delivery of IT services, information security and risk management.
• To actively engage in personal development and to pursue appropriate qualifications/training as agreed
• To be available for any out-of-hours activities as required from time to time
• Participate in at least two ITDRP tests
• Closure of identified Digital Channels system risks or audit findings
• Performs User access management and Quarterly / ad-hoc user Access review exercises

Skills

Education

• Bachelor of Information Technology (BIT): Information Technology (Required)