Summary
Date Posted: Friday, September 29 2023, Base Salary: Not Disclosed

JOB DETAILS:
• This role is responsible for coordination and Implementation of Digital Channels functions with focus on Mobile Banking (VSUITE), Internet Banking and Payment Platforms support in order to improve the Bank wide Customer Experience in offering state of art Digital Channels while innovating new Solutions for improved Customer traction and experience as well as ensure that the Bank’s Business Strategy is achieved. Further, the role will ensure adherence to the Mobile Banking (VSUITE), Internet Banking and Payment Platforms Policies, Procedures and Processes that will drive a customer experience culture across the division and the Business as a whole.

Under the supervision of the Mobile Channels Application Support Senior Specialist, the following are among the Job Key Responsibilities:
• Engagement and implementation of agreed Service Level Agreements (SLA) availability for all digital channels with focus of all mobile banking (VSUITE), Internet Banking and payment platforms.
• Support of all mobile banking (VSUITE), internet banking and payment platforms incidents and ensuring that problem resolution for issues logged through the 1st and 2nd line support for all mobile banking (VSUITE), internet banking and payment platforms support systems are promptly done.
• Provision of support and advice to the business on requirements that have a direct impact on mobile banking (VSUITE), internet banking and payment platforms.
• Conduct critical analysis and follow-ups on logged issues to mobile banking (VSUITE), internet banking and payment platforms with internal and external management teams.
• Support mobile banking (VSUITE), internet banking and payment platforms that provide and support all payment integration solutions with both internal and external customers and stakeholders.
• Supporting of mobile banking (VSUITE), internet banking and payment platforms audits in relation to current Processes, Policies and Procedures in order to monitor and improve efficiency and ensure compliance of Digital Channels Platforms.
• Supporting all mobile banking (VSUITE), internet banking and payment platforms configuration and support.
• Provision of digital channels first level support and guidance to end users in the use of information and communication technology and provide feedback to them.
• Day to day engagement with vendors of mobile banking (VSUITE), internet banking and payment platforms and software.
• Ensure that activities are performed in due time and at the expected level of quality.
• Ensuring agreed SLA availability for the following systems; mobile banking (VSUITE), internet banking and payment platforms.
• Provide advice to the business on requirements that have a direct impact on technology applications in relation to mobile banking (VSUITE), internet banking and payment platforms.
• Support all mobile banking (VSUITE), internet banking and payment platforms in relation to setups in line with the business requirements.
• Escalate outstanding cases to relevant information technology units or vendors for 3rd line level support.
• Conduct scheduled applications end user training or as requirement and in line with training policy.
• Ensuring that the required documentation for the different mobile banking (VSUITE), internet banking and payment platforms for information technology operations are adhered to.
• Assist operational data to assess need for procedural revisions and enhancements as well as participate in the design and implementation of core specific Systems to enhance revenue and operational efficiency.
• Monitoring of mobile banking (VSUITE), internet banking and payment platforms availability and compiling availability statistics.
• Provision of support to assigned projects relating to mobile banking (VSUITE), internet banking and payment platforms.
• Support of a system business continuity and information technology disaster recovery in relation to mobile banking (VSUITE), internet banking and payment platforms at least twice a year.
• Configurations management and operations support of mobile banking (VSUITE), internet banking and payment platforms.
• Highlight any service level agreement breach to the supervisor.
• Support the implementation of mobile banking (VSUITE), internet banking and payment platforms policies, procedures and processes
• Investigate and resolve incidents and problems logged through first line support.
• Provide technical support on mobile banking (VSUITE), internet banking and payment platforms to ensure that customer satisfaction for all stakeholders is met.
• Ensure that all risks applicable to the area are identified, assessed, reported and captured in the risk register.
• Implement and close all audit recommendations, identified control weaknesses from risk and control self- assessment (RCSAs), consultancy reports or customer complaints and risk events.
• Any other responsibilities or tasks as maybe assigned by management.

Requirements
Qualifications And Experience
• Bachelor’s Degree in Information Technology / Software Engineering, Computer Science
• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
• Certifications Required: ITIL, COBIT 5, Prince 2.
• Minimum of three (3) years’ work experience in Information Technology in Banking

Job Core Competencies
• Attention to detail
• Analytical skills
• Interpersonal skills
• Must aspire to a culture of Service Excellence
• Self-starter and self-motivated,
• Accountability
• Drive for results
• Problem solving skills
• Teamwork
• Communication skills (Oral and Written)

• Work Level
• Skilled
• Job Type
• Permanent
• Salary
• Market Related
• EE Position
• No
• Location
• Lusaka

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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