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ROLE RESPONSIBILITIES

• Manages the provision of first level technical support to resolve digital, card, ATM and POS system issues, either by resolving the issues or escalating to vendors so as to enhance the uptime to target levels.
• Ensures optimal availability of self-service channels including digital, card, ATMs, POS and digital channels, to facilitate the achievement of retail banking volumes, revenue, and profit targets.
• Performs configurations, installations and testing of digital, cards, ATMs and POS to ensure high quality ATM and POS service availability to customers.
• Provides support for the business in offering high availability and quality ATM and POS service to clients by ensuring departmental adherence to all business frameworks.
• Maintains awareness of vendor agreements and advises relevant stakeholders in the  Bank of breaches of digital, card, ATM and POS issue resolution and vendor performance to ensure quality delivery of services to internal and external users.
• Leads all digital, card, ATM and POS projects and works closely with vendors on production and user acceptance test (UAT) issues, to provide high-quality customer service.
• Engages relevant stakeholders, to ensure quicker turnaround times on issue resolution.
• Supports the Projects department in executing business change requests, ensuring  that change requests are logged on time to ensure changes are executed in good time to business satisfaction.
• Performs system integration testings (SITs) and UATs to ensure quality and timely delivery of projects.  
• Coordinates the installation, configuration, upgrading and uploading of digital, card, POS and digital platform gateway merchants and the networks.
• Manages and coordinates preventive maintenance, troubleshooting and checks on POS, digital platforms and ATMs and their software, to achieve peak productivity and performance.
• Monitors system resource usage and changes in user access rights in POS, E-banking, VISA and other card applications and for ATMs.
• Ensures professional and business relationships with service providers and consultants on matters relating to the Bank’s applications.
• Keeps the Head of Information Technology informed of significant problems and progress attained in reaching established objectives.
• Coordinates and completes special projects as assigned.
• Completes required reports and related documents promptly and accurately
• Stays informed of changes in systems and related trends in IT.
• Responds to the Head of Information Technology and other business unit managers requests and follows them through timeously.
• Ensures that the Bank’s reputation is maintained and positively projected in dealing with service providers, consultants and other stakeholders. 
• Ensures that work area is clean, secure and well maintained.
• Ensures that technical systems documentation is available and updated.
• Risk is identified, analysed ,reported and mitigated.

QUALIFICATIONS & EXPERIENCE

Qualifications

• B. Sc. in computer science or a related field.
• Industry certification in digital technologies and eco systems and Fintechs will be an advantage.

Experience

• Experience in software development or similar environment 
• Experience in Card Switching, ATM driver product development/support 
• General corporate banking knowledge
• Extensive experience in developing, deploying, and integrating software solutions
• Exceptional interpersonal and communication skills
• Able to understand the complexities within such programs and how different teams and people need to interact and remain in synch to ensure global goals are achieved
• Digital Banking business domain understanding and experience is preferred but not essential
• 5-10 commercial banking experience

Knowledge and Skills required

• Stakeholder management
• Strategic business thinking & agility
• Leading and supervision
• Consulting and influencing skills
• Ability to promote good Human Capital practices
• Good communication and interpersonal skills
• People effectiveness
• Teamwork
• Results focused

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