Web & Mobile Services Manager at LAPO Microfinance Bank Limited

Job Summary

• The Web & Mobile Services Manager is responsible for the operational management, service delivery, performance monitoring, and continuous optimization of LAPO Microfinance Bank's digital channels, including Mobile Banking, Internet Banking, USSD Banking, and related customer-facing digital platforms. The role ensures that digital channels remain available, secure, reliable, compliant, and aligned with customer expectations while supporting the Bank's digital growth objectives. The role serves as the primary custodian of channel performance, service quality, vendor coordination, and release readiness.

Job Details

DUTIES & RESPONSIBILITIES

Channel Service Management

• Manage the day-to-day operation of all web and mobile banking platforms.
• Ensure channels remain available, stable, secure, and accessible to customers.
• Monitor channel performance and service levels against approved targets.
• Drive continuous service improvement initiatives across digital channels.
• Maintain visibility of channel health, service performance, and operational risks.

Platform Performance & Monitoring

• Monitor platform availability, transaction success rates, response times, and customer experience indicators.
• Identify service degradation, recurring issues, and performance bottlenecks.
• Coordinate resolution of platform incidents and service disruptions.
• Escalate critical service issues to appropriate stakeholders and management.
• Ensure proactive monitoring mechanisms are in place across all supported platforms.

Release & Change Management

• Coordinate production releases, enhancements, upgrades, and platform deployments.
• Ensure operational readiness before deployment of new features and services.
• Participate in User Acceptance Testing (UAT), production validation, and go-live activities.
• Monitor post-deployment performance and coordinate issue resolution where required.
• Ensure all channel changes comply with approved change management processes

Vendor & Partner Management

• Serve as the primary operational liaison between the Bank and channel vendors.
• Monitor vendor performance against agreed service levels and contractual obligations.
• Coordinate issue resolution, service reviews, and performance discussions with vendors.
• Support vendor governance activities and service improvement initiatives.
• Ensure vendors meet security, compliance, and operational requirements.

Customer Experience & Service Improvement

• Monitor customer feedback, complaints, and service trends relating to digital channels.
• Identify opportunities to improve customer journeys and channel usability.
• Work closely with Product, Customer Experience, Operations, and Technology teams to address customer pain points.
• Support customer adoption and digital engagement initiatives through improved service delivery.
• Recommend enhancements that improve customer satisfaction and channel utilization.

Risk, Compliance & Information Security

• Ensure channel operations comply with applicable regulatory requirements, internal policies, and industry standards.
• Support audits, regulatory reviews, risk assessments, and compliance activities relating to digital channels.
• Identify and escalate operational, security, and service risks.
• Ensure adherence to information security controls and operational procedures.
• Support business continuity and disaster recovery activities for supported channels.

Stakeholder Management

• Work closely with Product Management, Technology, Operations, Risk, Compliance, Customer
• Experience, Finance, and other business units.
• Provide regular channel performance updates and management reports.
• Coordinate stakeholder engagement during incidents, releases, and service improvement initiatives.
• Facilitate effective communication between business teams and technology partners.

Documentation & Process Management

• Maintain channel operating procedures, service documentation, and support processes.
• Ensure operational processes remain current and aligned with business requirements.
• Support training and knowledge transfer activities relating to digital channels.
• Maintain accurate records of incidents, service reviews, changes, and operational activities.

Requirements

• Education: Bachelor's Degree in Computer Science, Information Technology, Information Systems,
• Engineering, Business Administration, Banking & Finance, or a related discipline.
• Relevant professional certifications in IT Service Management, Digital Banking, Project Management, Information Security,
• Experience: Minimum of 7 years relevant experience in Digital Banking, Channel Management,
• Technology Operations, Service Delivery, Fintech, or related functions.
• Minimum of 3 years experience managing digital channels, customer-facing platforms, or technology services.
• Experience working with Mobile Banking, Internet Banking, USSD, Payments, or Financial Services platforms.
• Demonstrated experience managing vendors, incidents, releases, and service performance.