Head of Digital Online Channels at National Bank of Kenya

Position Scope: The successful candidate will be responsible for leading & co-ordinating the Bank’s Card, Mobile, ATM and other emerging channels as a business delivery channel for the Bank’s corporate & retail customers.

Responsibilities for the Head Of Digital Channels Job

• Provide technical support for existing ATM/Card, mobile and internet banking systems and implementation of related projects.
• Keep track of user issues and oversee their prompt resolution.
• Follow established change management practices by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.
• Continuously analyse user requirements to develop and provide solutions.
• Routine system administration and management.
• Maintain up to date system and user documentation.
• Ensure compliance of SLAs by system vendors.
• Develop real time online reports and monitoring tools to be able to track ATMs / mobile banking and Cards acquiring system uptime and performance.
• Continual Service Improvement by recommending and implementing upgrades or changes to the ATM/Card & mobile solutions for increased performance, security or business benefits
• Develop subject matter expert knowledge of ATM/Card, Mobile technologies, e-Commerce and other payment banking technologies
• Develop Business Continuity plans for both ATM/Card & mobile channel solutions.
• System monitoring to ensure both maximum uptime for systems and transactional integrity.
• Development and provision of both structured and ad-hoc reports for consumption by various teams.

Qualifications for Head Of Digital Channels Job

• Bachelor’s degree in ICT, Computer Science, Information Systems or a related field.
• Eight (8) years’ experience experience in IT field
• Sound knowledge of Bank operations, policies & procedures
• Experience in mobile, cards &ATM based financial systems as well as SMS& USSD connectivity
• Project Management, ITIL Certification
• Excellent leadership & team management skills
• Good communication & interpersonal skills
• Customer focused – ability to strike a solid balance between external and internal customer orientation