Job Title:                      Head, E-Banking Support (Africa) – Zambia

Industry:                       Banking

Location:                      Zambia

Salary:                          Competitive Salary Package + Benefits

Job Purpose:

To implement a structured support plan to ensure that the bank’s business is facilitated through effective administration of electronic channels, and applications.

Responsibilities

• Co-ordinate the affairs of the unit, ensure effective user support.
• Oversee implementation of projects relating to E-business, provide strategic support when required.
• Develop business strategies to generate business growth through E-channels.
• Increase sales / revenue by improving user-experience of the banks E-Channels.
• Ensure availability of Front-End Processor (FEP), Internet banking applications, and all hosted application/services.
• Maintain system uptime on the bank’s E-channels by providing first rate support and expedite resolutions of complaints/requests.
• Supervise major system upgrade in the bank, and ensure effective support is provided by the Units Team Leads/Members.
• Liaise with service providers on resolution of technical issues.
• Undertake and drive all product enhancement from E banking department that rides on FEP.
• Interface with vendors offering third party E-banking products and services.
• Perform other duties as assigned by the Country CEO.

Key Performance Indicators (KPIs)

• Quality of Service – E-Channels, POS, Debit/Prepaid Cards, U-Mobile, U-Direct.
• Customer Service Delivery.
• Rate of Channel Penetration.
• Channel Popularity index – rating by External Auditors

Job Requirements

Education Requirements:

• Minimum of a Bachelor’s degree. Additional Professional qualification (IT related) is required.

Experience

• 8 years’ experience with at least 4 years in the banking industry, or closely related industry.
• Experience on all the electronic channel applications, interfaces, protocols, hardware, and adjoining infrastructure support-know-how is a must.

Knowledge:

• Computer Competency
• Knowledge of the bank’s Core Banking Applications / OS’s – Finacle 10, Windows, UNIX, LINUX, Solaris
• Database Administrative Skills – SQL Server, Oracle.
• Basic Programming knowledge.
• Good understanding of the bank’s business, structure, processes.
• Customer Relationship Management.
• Country Laws / International laws guiding the use of the internet.
• Policies of the Country’s Regulatory body

Key Skills:

• Positive Attitude.
• Tenacious and Focus in achieving objectives, and set targets.
• Good Leadership skills.
• Interpersonal skills.
• Strong-willed and determined in meeting deadlines.
• Excellent Communication skills – Oral and Written.
• Close attention to detail.