E-channels support Manager is to ensure growth of the bank’s digital channels to meet the dynamic needs of customers in today’s changing market.
Key Responsibilities: Must Not Be More Than 10
• Develop, implement, and enforce Electronic Banking Operations policies, processes, and procedures.
• Direct the E-Channel Operations services to ensure timely service delivery. These include mobile banking, card business, superagency float management, Agency Banking, merchant payments, ATMs, Online banking Mobile credit products, digital savings products, Digital accounts, Interswitch, timely settlements (Money Transfers and Mobile money) as well as general support for all the services.
• Timely identification of point of service failures and implementation of corrective measures.
• Regular proactive review of reconciliation reports for settlements, wallets and Money Transfer accounts to Investigate and clear any reconciliation items in a timely manner.
• Investigate and clear queries in a timely manner, provide update and escalations of queries internally and externally.
• Regular review of queries from Business units to confirm that they are resolved as per agreed Service Level Agreement.
• Identifying process gaps and implementing process Improvements for all E-Channels products whilst minimizing risk.
• Spearhead the implementation of the initiatives to improve process improvements in the unit.
• Drive product uptake of all digital products.
• Proactively research new payment methods and solutions with a view of achieving more streamlined process and/or improved customer experience
Daily Responsibilities: Not More Than 5 of the Most Typical.
• Daily ECRM closure of issues as per customer service level agreement and escalation of those beyond control by attending to all customer inquiries, complaints and compliments.
• Drive product uptake of all digital products through customer and staff engagements
• Generate required reports in the unit.
• Stakeholder management of all partners, vendors and branches while building meaningful relationships
• Support branch staff to have access on all required services to serve customers on digital products.
Knowledge, Experience and Personal Competencies
• A Business degree in finance, Commerce, Business Administration, Economics, Statistics, management, or any relevant field.
• Possession of a Certified banking qualification or master’s degree in a relevant field would be an added advantage.
• A minimum of 5 years’ experience, 2 of which must have been in banking operations, in a senior management role.
• A solid understanding of web services platform support.
• Knowledge and experience in modern channel operations practices and channel industry to provide guidance on quality improvements and business changes.
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Substantial knowledge and exposure in branch banking operations is a must. Possess knowledge and experience in Card business Operation, ATM & other alternate channels operation.
• Good knowledge on Personal Data Privacy Ordinance, Anti-Money Laundering Ordinance, and relevant regulatory governance would be a definite advantage
• Possess good awareness of operation risk and sensitive to operation irregularity.
• Good team player, positive attitude, and willing to work under high pressure and tight timeline.
• The ability to communicate clearly both verbally and in written form in a professional manner is deemed essential.
• Ability to build functioning working relationships across organizational, corporate, and cultural boundaries.
• Ability to demonstrate positive image and role model KCBU’s values and leadership behaviours.
• Must be a person of impeccable integrity.
Academic & Professional:
• Bachelor’s degree
• Professional Qualifications
• Master’s Degree
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