Digital Banking Officer | Standard Chartered Bank Nigeria- Lagos

Job Details:
• To support Retail Workbench; testing, field mapping, device configuration & updates; trainings and adoption drive including tier 1 support.
• Support digital banking channels; ensure optimal and maximum uptime is maintained and escalate downtime to appropriate units for speedy resolution.
• To ensure all digital channels complaints have gone through sufficient examination, analysis, escalation and reflection, and if possible, rectification by applicable parties.
• Participate in testing and quality assurances for key digital projects and ensure successful transition to production.
• To organize periodic trainings on digital banking activations by frontlines, digital interns and digital champions; and to facilitate Day-1-Readiness (D1R) training as organised by Learning Academy.
Key Roles and Responsibilities
• Ensure timely and accurate MIS and dashboard reporting to drive digital activations and workbench adoption.
• Liaise with the branches, call centre and CEPG for digital banking registrations (online Banking, estatement, SMS Alerts and SC Mobile).
• Support implementation of new projects and change request ( i.e. approved enhancements across digital channels).
• To provide ongoing technical support on bill payment complaint and resolution by maintaining high quality service in the following areas: ease of contact, sincere and professional attitude, prompt acknowledgment and reply to emails (meet pre-defined Service Standards), proper handling of queries, requests and complaints (e.g. offering reasonable and effective solution) and clear communication.
• Identify business / improvement opportunities and report complaint which require special attention and recommend preventive measures to line manager.
• Monitor daily operations of Alternate Channels and identify improvement areas for reengineering to ensure delivery of efficient and high quality service to customers.
• Manage Digital Channels process notes and operating instructions, with configuration management to ensure easy retrieval and safe keeping
• Active involvement with the Wealth Management and BC teams and the branch network to effect channels synergy.
• Work closely with the country ITO, Procurement and Finance teams on service level management
• Research local and global trends to improve service offerings to our customers
• Monitor competition and keep abreast of the channel offerings/service developments.
• Maintain a good working relationship with our vendor partners to enable improved service levels and deliverables.
KEY RELATIONSHIPS:
Internal
*.Branches (Digital Cluster Champion, Digital Banking Champions & Frontline Officers)
*.ITO
*.Learning Academy
*.Account Services (Spoke & Hub)
External
*.Group Digital Banking Team
*.Group Retail Workbench Team
*.Digital Channels Vendors e.g. Etranzact, Interswitch, SAP
Qualifications and Skills
• Understanding of digital channels operations and services.
• Excellent verbal communication and interpersonal skills.
• Excellent complaint handling skills.
• Knowledge of Microsoft office especially Excel...
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