Job Opportunity at NBC, IT Digital Channel Specialist
Position: IT Digital Channel SpecialistNBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.
Job Summary
To ensure digital channel availability to customers and management SLA with internal and external vendors. The expectation from the role is digital customers should be able to get all the services 24/7. The bank is expecting the increase of number of transactions and service availability while earning an income increase through digital channel services charges not limited to ATM, Internet Banking, IFEC, and Mobile Banking.
Job Description
ATM Operations, Projects, and Risk related
Managing all ATM related issues, compliance and projects
MIS reporting on ATM technical issues and support infrastructure for ATM as per regulatory standards
Responsible for ATM monitoring process in place and monitoring is done as per agreed and escalation conducted within agreed time.
Manage ATM commissioning and decommissioning process as per regulatory requirement
Ensure transparency on ATM infrastructure by developing and maintaining current database of ATM inventory, indicating location, configuration, and operational status
Managing ATM hardware including sparrow switch, software, processes, procedures support compliance with both internal and external regulatory standards
Responsible for ATM related project from planning to implementation
Support and implement changes fixes within ATM portfolio manage and implement controls on the ATM risk related issue eg fraudulent control measure
Managing other digital channels operation, projects, and risk related for internet banking, IFEC and mobile banking
Managing systems administration by getting the proper access required
Managing systems monitoring and troubleshooting end to end until resolution
Responsible for anti-fraud strategies
Effective escalation on faults related to mentioned systems above per the escalation matrix
Error handling analysis to avoid major breakouts
Oversee the future demand of the systems and plan accordingly
Extract reports per management requests
Responsible for advising management on the least route to resolve issues and get competitive benefit in digital channels by continuously improving the service and returns to the stakeholders
Incident and Problem Management
Responsible for taking ownership on all IT digital channels related problems
Classifies problems, determining priority, impact and category and owning resolution
Stand in as a solid subject matter expertee on all IT digital and ATMs related incidents and problems by determining and digging their root cause
Co-ordinates analysis and diagnosis of problems and owns the overall action plan to closure including recommending service improvement projects
Liaises with other external suppliers to ensure that problems are resolved as quickly as possible
Resolves problem ownership disputes, escalating where necessary
Ensures that known errors are correctly logged against relevant items
Ensures that all workarounds are fully documented and communicated
Ensures that solutions are implemented and communicated to stakeholders
Performs quality assurance of problem data
Risk Management
Build relationship with country IT risk and Governance team and provide support wherever required
Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements
Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for operations & IT and achieve audit and assurance targets (whenever required)
Qualifications
Bachelor`s Degrees and Advanced Diplomas – Physical, Mathematical, Computer and Life Sciences, Experience in a similar environment at junior specialist level
