The Officer Digital Channels at Sidian Bank is responsible for managing, optimizing, and supporting the Bank’s digital delivery channels including Mobile Banking, Internet Banking, Cards, Digital Account Opening (DAO), and third-party integrations. The role ensures high system availability, excellence in customer experience, revenue growth, and compliance with regulatory and security standards.
Key Responsibilities
Channel Management & Operations
- Monitor daily performance of Mobile Banking, Internet Banking, Cards, and DAO platforms.
- Ensure system uptime and coordinate resolution of incidents with IT and vendors.
- Monitor transaction volumes, revenue, and channel utilization trends.
- Support deployment of new features, upgrades, and enhancements.
Performance & Analytics
- Track KPIs such as active customers, transaction volumes, revenue, customer dormancy rates, and channel uptime.
- Prepare weekly and monthly performance reports.
- Conduct cost-benefit analysis of digital products and pricing structures.
Digital Product Support
- Support onboarding journeys including Digital Account Opening (DAO).
- Ensure transactional limits align with policy.
- Assist in the rollout of new digital products and services.
- Liaise with partners such as Fintechs, payment providers, and aggregators.
- Work closely with the IT core banking & channels support team to resolve technical issues.
Customer Experience Management
- Monitor and analyze complaints related to digital channels to recommend improvements.
- Support zero-rating initiatives and customer campaigns.
- Enhance digital user journeys and usability.
Risk, Compliance & Security
- Monitor fraud trends across digital platforms.
- Ensure compliance with CBK guidelines, AML/CFT requirements, and data protection regulations.
- Coordinate penetration testing feedback and remediation tracking.
- Support audit reviews and regulatory reporting.
Vendor & Partner Management
- Act as a liaison between the Bank and digital channel service providers.
- Coordinate service review meetings and monitor SLAs.
- Participate in contract reviews and performance assessments.
Decision Making Authority
Reporting to the Head, Digital Financial Services, the role holder is mandated to execute Digital Account Opening, Internet, Mobile banking, MTS, and Cards decisions solely, subject to approval from the Unit Manager, Head, or Division Director.
