Lead, Digital Channel Operation at LEAD Enterprise Support Company Limited

Job Summary

• We are seeking a highly skilled and results-driven professional to lead our Digital Channels Operations.
• The successful candidate will be responsible for managing and optimizing all digital banking platforms to ensure seamless, secure, and efficient service delivery.
• This role is critical in driving system performance, enhancing customer experience, and ensuring high availability across all digital touchpoints.

Key Responsibilities

• Oversee the daily operations of all digital channels to ensure optimal performance and availability.
• Monitor system uptime, transaction success rates, and overall service quality.
• Collaborate with IT teams and vendors to resolve system incidents, defects, and service disruptions promptly.
• Drive continuous improvement initiatives to enhance user experience and increase digital adoption.
• Analyze performance data and provide actionable insights for decision-making.
• Ensure compliance with regulatory requirements, cybersecurity standards, and data protection policies.
• Coordinate the deployment of new features, upgrades, and system releases.
• Manage relationships with third-party service providers and partners.
• Develop and implement operational policies, procedures, and internal controls.
• Support resolution of customer issues related to digital banking channels.

Key Performance Indicators (KPIs)

• Channel uptime (≥99.5%)
• Transaction success rate (≥98%)
• Incident resolution time (MTTR ≤ 2–4 hours)
• Reduction in recurring incidents (≤5%)
• Decrease in customer complaints (≥10% monthly reduction)
• Growth in digital channel adoption (≥15% YoY)
• Improved process efficiency (≥30%)
• Zero major security or compliance breaches
• Successful system deployments (≥95% without rollback)
• Vendor SLA compliance (≥95%)
• Timely reporting (100% on schedule)
• Reduction in operating costs (≥10% annually)

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5–8 years’ experience in digital banking operations, fintech, or IT service management.
• Strong knowledge of digital banking channels (mobile apps, USSD, internet banking, APIs).
• Experience with system monitoring tools and incident management processes.
• Good understanding of cybersecurity, data privacy, and regulatory standards.
• Strong analytical, problem-solving, and communication skills.

Knowledge & Skills:

• Solid understanding of digital banking platforms and transaction flows.
• Knowledge of IT service management (incident, problem, and change management).
• Familiarity with performance monitoring tools and metrics.
• Understanding of payment systems and reconciliation processes.
• Awareness of customer experience (CX) and service delivery standards.

Core Competencies:

• Strong analytical and troubleshooting abilities.
• Effective stakeholder and vendor management skills.
• Excellent communication and coordination skills.
• High attention to detail and ability to work under pressure.
• Strong planning and execution skills for system upgrades and releases.