Responsibilities:

Monitor daily activities across e-business channels including mobile banking, internet banking, USSD, cards, POS and ATM services.
Track transaction failures, service downtime, reversal issues and channel exceptions and escalate unresolved issues promptly.
Handle customer complaints and support resolution of disputes, chargebacks, failed transactions and service-related enquiries.
Assist in reconciliation, exception tracking and reporting of electronic banking transactions.
Support onboarding, maintenance and service delivery for digital and electronic banking products.
Liaise with branches, operations teams, IT support, vendors and service providers to ensure timely issue resolution.
Maintain accurate records and prepare periodic reports on channel performance, complaints and incident resolution.
Ensure compliance with internal policies, service standards, information security procedures and regulatory requirements.
Provide support for user adoption initiatives and customer education on e-business products and channels.
Perform other duties as assigned by the Team Lead, E-Business.

Requirements:

Bachelor’s degree in banking and finance, business administration, economics, computer science or any related discipline
Relevant certification in digital banking, payments, banking operations or information systems will be an added advantage.
Minimum of 2–4 years’ relevant experience in e-business, digital banking operations, transaction support or related banking operations.
Good knowledge of electronic banking channels, digital products and payment operations.
Understanding of transaction processing, reversals, dispute handling and reconciliation processes.
Strong analytical, problem-solving and attention-to-detail skills.
Good customer service, communication and relationship management skills.
Ability to work under pressure and manage multiple issues within required timelines.
Working knowledge of banking operations, service standards and regulatory requirements.
Proficiency in Microsoft Office tools and relevant digital reporting systems

Key Performance Indicators:

Timeliness and accuracy of transaction monitoring and issue escalation.
Turnaround time for complaint resolution, reversals and exception handling.
Accuracy of reconciliation and reporting on e-business transactions.
Number of unresolved incidents and aged exceptions.
Service quality and responsiveness to internal and external customers.
Compliance with operational controls, service standards and regulatory requirements.

Key Result Areas: