Coordinator - Digital Channels - Emirati Talent

Main Responsibilities and Accountabilities

Assistance to Overall functions of Electronic Channels Department

• Assist the Digital Channels Manager to enhance new functionality features, channel penetration, activation and transaction usage targets and facilitating development of new functionalities / services, to achieve migration of activity from high cost channels to lower cost e channels & reduce operating expenses / transaction cost.
• Improving customer banking experience, increasing channels utilization and profitability bridging the channels gap, addressing regulatory requirements and enhancing the channels to meet the market trends.
• Assisting on performing gap analysis against new business requirements and suggest process improvements / automation to gain time and cost efficiencies. Make recommendations for process & business flows, develop consensus on requirements via the approved process & templates.

Overall Operations Support / Service Quality / Customer Support for Internet & Mobile banking and other existing E channels

• Liaise with the various groups, departments of the bank (COPS/Branches/ITD) to ensure that smooth functioning of the Mobile Banking and Internet Banking & ATM/CCDM services.
• Resolve customer complaints received through branches/contact center and customer care.
• Work closely and follow up with internal service departments (ITD, Central Operations, Call Center, Business Development, and Service Quality) on issues/queries/bugs/deployments, etc.

Testing Support for all Online Banking channels related Projects and enhancements & ATM/CCDM related projects & Enhancements

• Run and administer user testing for ongoing e channel initiatives.
• Review test plans, test scenarios, test scripts, test data and expected results covering all the testing phases and execution of UAT.
• Participate in UAT (User Acceptance Testing), Liaise with IT, internal & external stakeholders & vendors to resolve system deficiencies.
• Implementation and Testing support for the below planned new projects/functions related to Electronic Channels.
• Complete Central bank mandatory Channels project - Online Payment Gateway system.
• Implementation and Testing support for the below planned new projects/functions related to Electronic Channels.
• Complete Central bank mandatory Channels project - Online Payment Gateway system.

ATM Monitoring Tasks & Activities

• Monitoring the status of the machines in a timely manner (including after office hours) elevate the machines issues to Trans Guard/ATM VENDOR and have the machines fixed to BAU state.
• Coordinating with Euro net - ATM SWITCH vendor to ensure proper updates/downloading tasks are completed during any ATM downtimes or any hardware issues.
• Maintaining the ATM network ATM Encryption Keys (which is a critical Key to use to pass data between ATM SWITCH).

ATM Preventive Maintenance

• Coordinating with ATM vendor vendor/Euro net and security companies to arrange the PM.
• Arranging Mall permission and police permission for the activity.
• Coordinating the site preparation Civil work with the coordination of Admin dept and Marketing.
• Creating new GLs, making changes or renaming GLs by liaising with the Finance team and coordinate to IT to tag the relevant GL to facilitate transactions through the machines.

ATM Cash position Monitoring / Central Bank Deposits

• Daily monitor the Cash limits in ATM, and TG as reported by finance to be accurate with recon reports.

MasterCard ATM Location Update Tool - Maintenance

• Update on Master Card Login credentials, functional machines on a quarterly basis.

Central Bank ATM Network Update / Maintenance

• Update the existing ATM, remove old ATMs and add new ATM, update when machine locations change accordingly.
• Manage ATM Branching & ATM Screen Changes.
• Manage ATM Storage & ATM/CCDM Stationery stock maintenance.
• Handling all PRFs and payments for ATM/CCDM related services.
• Handle ATM Switch Vendor related activities.

Develop MIS reporting for Electronic channels (IB/MB/ATM/CCDM)

• Support marketing campaigns to increase the channel customer base and usage.
• Identifying and recommending of new improvements upgrades required for Internet & Mobile Banking Channels.
• Evaluate & examine new electronic banking channel functionalities and marketing trends and propose enhancements.
• Any other special assignment assigned by the Manager Electronic Channels and Head of Alternative Distribution.

Provide assistance to Contact Centre on all Online Banking queries, issues relating to Online Digital Channels for Retail Customers.

Provide assistance to investigate queries, issues, complaints raised on suspicious transactions or fraudulent on Digital Banking channels.

Education

• Diploma / High School

Experience

• The ideal candidate should have a background in Banking, 5+ years of experience in Overall Banking and knowledge of Digital Channels functioning.
• User Acceptance Testing and Project skills related to Mobile Banking, Internet Banking, Kiosk, ATM/CCDMs and other e-channels.

Other Skills Required for the Job

• Support 24/7 as needed for critical Digital banking channels.
• Experience in the new core banking channels implementation will be an added advantage.
• Must be skilled in use of MS Office, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email.
• Knowledge of e-channel functional interface.
• Can perform well under pressure and meet deadlines.