Manager E-Channels

Application Deadline: 03 June 2025

Key Responsibilities

• Develop, implement, and enforce Electronic Banking Operations policies and procedures.
• Lead E-Channel services: mobile banking, card business, super agency float, Agency Banking, merchant payments, ATMs, online/mobile banking products, digital savings/accounts, Interswitch, and settlement processes.
• Identify service failures and implement corrective actions swiftly.
• Review reconciliation reports for timely issue resolution in settlements and money transfer accounts.
• Investigate queries and provide timely updates and escalations internally and externally.
• Ensure customer queries are resolved within agreed SLAs.
• Drive continuous process improvements and risk mitigation across E-Channels.
• Promote digital product adoption across customer segments.
• Monitor and report suspicious activity in compliance with AML/CFT and KYC policies.
• Manage vendor performance and validate E-Channels-related invoices.
• Develop and mentor team members through structured training and guidance.
• Implement operational risk controls and ensure timely and accurate transaction processing.
• Research and propose new payment solutions to enhance customer experience.
• Manage the Channels Operations budget and control costs within targets.
• Prevent fraud, operational losses, and ensure regulatory compliance.
• Support company-wide initiatives and handle any other duties as assigned.

Skills and Experience

• Bachelor’s degree in Finance, Commerce, Business Administration, Economics, Statistics, or a relevant field.
• Certified banking qualification or Master's degree is an added advantage.
• Minimum of 5 years’ experience, including 2 years in a management role within banking operations.
• Strong understanding of digital channel platforms and operational support systems.
• Hands-on experience in modern channel operations and technology solutions.
• Excellent communication and interpersonal skills with internal and external stakeholders.
• Thorough knowledge of banking policies, operational procedures, and compliance standards.
• Proven ability to lead teams and foster a culture of performance and customer service.
• Sound understanding of card business, ATMs, digital platforms, and risk management.
• Familiarity with Data Privacy, AML, and regulatory frameworks is an advantage.
• Must be proactive, detail-oriented, and capable of managing pressure and deadlines.
• High level of integrity and ability to model KCBU values and leadership behaviors.