E-Channel Support Manager at Liquidcrest Microfinance Bank

Role Overview

• We are hiring an experienced E-Channel Support Manager to oversee and maintain the smooth operation of all our electronic banking channels including Internet Banking, Mobile Banking, USSD, ATM, POS, and other self-service platforms. The role ensures optimal uptime, quick issue resolution, vendor coordination, and excellent customer experience.

Key Responsibilities

• Oversee daily operations and support for all e-channels, ensuring availability and peak performance.
• Lead incident resolution, system monitoring, and escalation management.
• Coordinate with vendors and internal teams for upgrades, maintenance, and service improvements.
• Monitor transactions, resolve failures, and ensure SLA compliance.
• Provide technical support to branches and manage customer escalations.
• Ensure compliance with regulatory, security, and operational standards.
• Report on channel performance and recommend improvements.

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• Minimum 7 years in e-channel operations/support, with at least 2 years in a leadership role.
• Strong knowledge of digital banking platforms, payment systems, and fintech operations.
• Proven vendor management, problem-solving, and analytical skills.
• Good leadership, communication, and teamwork abilities.
• ITIL, PMP, or e-payment certifications are an advantage.