Eft Channel Support Specialist

Job description

Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Information Technology Division under the IT Services at Head Office – Support Functions:

Role Description

Job Purpose

The Role is responsible for Coordination and Implementation the overall functions of Postilion Switching Suite with focus on EFT Channel support in order to improve the Bank wide Customer Experience in offering state of art Postilion Switching Suite through EFT Channel support while innovating new Solutions for improved Customer traction and experience as well as ensure that the Bank’s Business Strategy is achieved. Its Core Objectives is to continuously improve the Postilion Switching Suite through EFT Channel support environments and capabilities through monitoring, whilst also focusing on innovating new solutions and ensuring adherence to Budget and Performance. Further, the role will ensure adherence to the EFT Channel support Policies, Procedures and Processes that will drive a customer experience culture across the division and the Business as a whole.

The responsibility oversees the enhancements and enforcement of all Information Technology Postilion Switching Suite through EFT Channel support across the entire Bank and that the Business is aligned and adheres to through EFT Channel support Policies, Processes, Procedures and Internal Controls that will drive the entire Postilion Switching Suite culture across the Division and the Business as a whole to assure compliance with applicable Regulatory and Legal requirements as well as Best Practices.

Requirements
Coordination and Implementation of EFT Channel Policies, Procedures and Processes and ensuring that they are all fully documented and approved by all internal and external stakeholders.
Ensuring that the EFT Channel enhancements and Performance improvements align with Bank’s Strategic objectives and goals.
Engagement and Implementation of agreed Service Level Agreements (SLA) availability for all Postilion Switching Suite with focus of all EFT Channel.
Support of all EFT Channel Incidents and ensuring that problem resolution for issues logged through the 1st and 2nd line Support for all EFT Channel Support Systems are promptly done.
Provision of support and advise to the Business on requirements that have a direct impact on EFT Channel.
Conduct Critical analysis and follow-ups on logged issues to Visa, MasterCard, Altech, EFT Corp, EFT Channel and SysAid with Internal and External Management Teams.
Support EFT Channel that provide and support all Payment Integration Solutions with both Internal and External customers and stakeholders.
Coordination and Support of EFT Channel Audits in relation to current Processes, Policies and Procedures in order to monitor and improve efficiency and ensure compliance of Postilion Switching Suite Platforms.
Conduct and support EFT Channel configuration and support.
Conduct Critical analysis and follow-ups on logged issues EFT Channel Management with Internal and External Management Teams.

Provision of Postilion Switching Suite first level support and guidance to End Users in the use of Information and

Communication Technology and provide feedback to them using Specialist Skills, Training and Experience.
Day to day engagements with Vendors of EFT Channel and Software.
Ensure that activities are performed in due time and at the expected level of quality.
Ensuring agreed SLA availability for the following systems; EFT Channel, Visa Settlement System (Edit package).
Provide support and advise to the business on requirements that have a direct impact on Technology Applications in relation to EFT Channel Platforms.
Support all EFT Channel in relation to setups in line with the Business requirements.
Escalate outstanding cases to relevant Information Technology Units or Vendors for 3rd line level support.
Conduct scheduled Applications End User Training or as requirement and in line with Training Policy.
Ensuring that the required Documentation for the different EFT Channel Platforms for Information Technology Operations is adhered to.
Review and Interpretation Operational Data to assess need for procedural revisions and enhancements as well as participate in the Design and Implementation of core specific Systems to enhance Revenue and Operational efficiency.
Monitoring of EFT Channel Platforms Availability and compiling Availability Statistics.
Provision of Support to assigned Projects relating to EFT Channel Platforms.
Provision of support on System Business Continuity and Information Technology Disaster Recovery in relation to EFT Channel Platforms at least twice a year.
Complete other duties at the discretion of management.

Risk Management:

· Evaluate risk likelihood and impact and prioritize them for analysis and response planning.

· Ensure that all risks applicable to any area is identified, assessed, reported and captured in the Risk Register.

· Ensure accurate and complete reporting of risk events within the stipulated time line (i.e. 7 calendar days).

· Ensure all emerging risks are reported and mitigating factors put in place.

· Identify, monitor and report Key Risk Indicators (KRIs) in respective unit/department.

· Ensure to operate within the given risk appetites and report any breaches promptly.

· Implement and Close all Audit recommendations, identified control weaknesses from Risk and Control Self- Assessment (RCSAs), Consultancy Reports or Customer Complaints and Risk events.

· Participate in the annual review of Procedure Manuals when requested.

· Ensure familiarization with and adherence to the Zanaco Enterprise Risk Management framework and participate in Risk Management Trainings organized by Integrated Risk Management (IRM) Unit.

Communication:

This role entails that communication is done at all levels (i.e. Internal & External) including drafting and implementing the communication strategy and plan for the EFT Channel Platforms. This involves stakeholder engagement at different levels within the bank and being to communicate effectively thereof.

Influencing:

This is a critical function of the role in line with the Business Relationship and Vendor Management component. The role requires dealing with vendor contracts at all levels to ensure that the Bank benefits from favorable SLA’s.

The role entails that a strategic approach is taken to influencing using a variety of techniques and strategies in order to build sustainable support over time.

External:

Vendors
Consultants
Industry Networks – future looking researching, monitoring, awareness of industry trends and practices

Internal:

All internal Business Units

Autonomous Decisions:

Planning, execution and monitoring of IT Application plans
Budget & Expenditure within delegated limits
Approval and Support of day to day IT Incident, Problem, Change, Test & Release management activities
Staff Appraisal/development and Disciplinary cases
Plan, manage staff and resources allocation
Manage risks

Non-Autonomous Decisions:

Change Management Forum (CMF) approval

Operational Risk issues

Education:

IT related Degree, MSc/MBA an added advantage

Professional: As required by Function

Minimum Experience: 2-4 years working experience in It Technology in Banking, Certifications Required: ITIL, COBIT 5, Prince 2

Complexity

Strategic importance
Risk
Competing stakeholder requirements

Complex Decision-Making Processes

COMPETENCIES & PERSONAL ATTRIBUTES

· Excellent Communication, Presentation and Reporting skills.

· Self-starter and self-motivated,

· Leadership skills

· Clinical and attentive to detail

· Must aspire to a culture of Service Excellence

· Research/ Information gathering skills

· Networking Skills

· Stakeholder Management

· Budget Management

Drive for results

Disclaimer

ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.

Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).