Channel Manager  

As a Channel Manager, you will be responsible for monitoring and supporting the daily operations of the assigned channels to ensure they operate within acceptable service level performance metrics to deliver optimal customer experience. You will be focused on managing and optimizing the digital channels within its division. In addition, you will be overseeing the digital platforms and services provided to customers and supporting the development of new features and services aligned with the bank's overall strategies.

• Monitor and record channel performance metrics in terms of availability, Otc/Channels ratio, transaction count and volume, response times, capacity, timeliness, and resolved errors
• Analyze channel reports and escalate to corresponding units for reconciliation and investigation for unusual behavior, and use analytics and KPIs to monitor the performance of the channels
• Update channel documentation of policies, procedures, SLAs and manuals
• Coordinate with vendors as part of checking or first line maintenance
• Validate business requirements document based on agreed specifications with business or product owners
• Provide assistance in collating necessary documents and requirements needed for the project and coordinate with other units of the bank to secure the necessary documents and requirements
• Handle the prioritization of features, enhancements and fixes for deployment
• Monitor project status and keep track of actionable items by identified units are within agreed timeline
• Oversee and facilitate coordination of user acceptance testing with respective business and product owners as well as creation of test scenarios and ensure that business requirements are part of test cases
• Collaborate with the security and compliance teams to ensure that online banking platforms meet the regulatory requirements and maintain high-level security standards
• Oversee the development and enhancement of online banking products and services
• Collaborate with product managers and developers to introduce new features, improve existing functionalities and ensure compliance with industry standards.
• Perform market research and competitor analysis to stay informed about industry trends, innovations and competitor offerings in the online banking space
• Collaborate with customer support teams to address issues related to online banking services.
• Work on optimizing the user interface, navigation, and functionality to enhancement customer satisfaction.

• Must have a Bachelor's Degree
• With 5-10 years of relevant experience in banking, financial services, fintech, or a related industry
• Knowledge of product life cycles and the ability to drive product innovation
• Basic understanding of IT concepts, digital security, and online banking systems
• Must have an excellent interpersonal and problem-solving skills