Mobile Channel Support, Digital Financial Services

Job Closed!
Category:IT & Telecommunication
Job Type:Permanent

Job details


Key Responsibilities:

  • Business configurations of the Digital Platform and S&L system and formulation of support manuals;
  • Develop subject matter expert knowledge of Mobile, eCommerce and other payment banking technologies;
  • Develop real time online reports and monitoring tools to be able to track internet / mobile banking and internet acquiring system uptime and performance;
  • Maintain up to date system and user documentation including configuration documents;
  • Following established change management practices by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes;
  • Keep track of user issues and oversee their prompt resolution;
  • Ensure compliance of SLAs by system vendors;
  • Provide product development support by participating in testing and piloting of new functionality where required;
  • Identify & implement local changes for process improvement, in liaison with internal stakeholders from other departments;
  • Participate and provide input to the product development roadmap to ensure timely delivery of relevant products to KCB Customers;
  • Provide 1st level Support to Customer experience, Operations, Finance and other internal functional units;
  • Continual Service Improvement by recommending and implementing upgrades or changes to the mobile & internet solutions for increased performance, security or business benefits;
  • Work with the external and internal technical teams to ensure efficient resolution of all system issues;
  • Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood;
  • Manage system capacity and anticipate user demands on resources;
  • Manage all the security elements related to the system locally (certificates, interfaces, Access to systems);
  • Provide Risk Management for all Operational requests as per the IS Audit/Risk Recommendations;
  • Provide 1st level Support to assigned Business Applications
  • Work with the third-party development teams to ensure that the requirements as documented are clearly understood and incorporate all the operational requirements;
  • Proactively research & investigate functionalities suitable for the local market and discuss with key stakeholders to obtain buy-in;
  • Transfer system knowledge to internal Customers on new features and support processes;
  • Provide weekly system performance reports to management.
  • Drive attainment of efficiencies through automation of processes/activities.
  • Following established change management practices by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.
  • Deploy and support of BCM strategies for Site Recovery Management

The Person:

  • A University Degree in an Information Technology related discipline, from a reputable and CHE recognized institution.
  • At least 2-years’ working experience is channels support or business support operations role
  • At least 1-year’ working experience supporting a mobile money system or banking systems
  • Professional IT qualifications in one or more of the following: Networks, Databases, Systems Support, Security would be an added advantage
  • Knowledge of Database management systems, solutions and administration would be an added advantage
  • CCNA, ITIL certification would be an added advantage
  • Knowledge of Mobile Money Systems would be an added advantage
  • A good grasp of emerging channel technologies and applications and convergence of mobile and internet channels.





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IT & Telecommunication KCB 6 months ago