Mobile and Internet Banking Support Officer at Stanbic IBTC

Position Description

It is a service enabling application support office with an overall responsibility of:
• Managing Mobile Money and Internet Banking Platforms for optimum performance
• Provide 2nd level support for bank branches on Internet and Mobile Banking applications
• Proactive designing of solutions to enhance the delivery of services on the two channels
• Generation of useful reports from the platform for reporting and troubleshooting.
• Troubleshooting reported issues from application, operating system and network perspective and providing evidence of what the issue might be.
• Working smoothly with other unit members to resolve issues.
• Ensuring that budgets are adhered to and SLAs and OLAs are met;
• Keeping abreast of technologies around channels and contribute to channel strategy for existing services around Mobile and internet Banking.
• Liaising extensively with external or internal clients on usage and configurations of functionalities,
• Training of consumer facing support staff on skills needed to solve most issues on the platform from 1st level
• Identifying options for potential solutions and assessing them for both technical and business suitability;
• Drawing up specific proposals and engagement of vendors for modifications or replacement of systems / modules.
• Working closely with developers (internal and external vendor) and a variety of end users to ensure technical compatibility and user satisfaction;