Supervisor Channels - Payment Support

To oversee and ensure the efficient support, and optimization, of Letshego Bank Namibia (LBN) digital channels and payments. Responsible for maintaining superior internal and external customer service standards. As a support function, the incumbent must be customer-centric and prioritize high-quality problem resolution.

Critical Deliverables /Core Accountabilities and Responsibilities

1. Understand and oversee LBN Payments operations/functions across Card, Digital Mall, USSD, and EFT payment systems (all LBN Payment Systems) and Namibia Payments System (NPS) integration points.
2. Provide 1st level Functional Support for E-Banking, M-Banking, Card, and Payment channels, ensuring system availability and performance.
3. Taking charge of solving critical problems promptly and efficiently, ensuring customer satisfaction, and ensuring uptime of services offered through banking channels as per SLA.
4. Adhere to the banks policies and procedures in managing and supporting banking channel applications.
5. Proactively monitor services and transactions, report irregular transactions, and analyze logs.
6. Run, manage, understand & oversee the Channel systems value chain to ensure end-to-end success of all transactions.
7. Authorization + Checking of deal transactions, manual entries, payments and communications
8. Analyze reported incidents and ensure support in line with SLAs with vendors.
9. Resolve raised issues within specified SLA time frames with proper communication to relevant stakeholders.
10. Escalate Channel system faults/incidents to relevant authorities (3rd level support) and manage resolution & delivery of solutions.
11. Participate and coordinate in new product rollouts, testing, documentation, and operational improvement projects, complying with Change Management process for channels banking systems.
12. Cooperate/Engage with the Customer Contact Centre and IT Support functions for resolving SWIFT / NISS, Digital Mall, Card and EFT related issues;
13. Ensure high standards of confidentiality for commercially sensitive information.
14. Provide sufficient second-line support, handling escalated calls from the Customer Contact Centre and branch network related to channel and payment support;
15. Provide support on audit issues pertaining to operational issues, including management response, follow-up, correction and reporting;
16. Identifying areas for improvement in processes, systems and customer experience and suggesting and implementing enhancements.
17. Providing guidance and support to both customers and team members on channel and payment-related processes.
18. Compile daily, weekly, or monthly transactional statistics.
19. Attend industry forums.
20. Execute all planned/unplanned duties or special instructions as directed by Management.

Knowledge and Skills Required of the Job Holder:

• Grade 12 certificate with 25 points & above
• A relevant degree in Informatics (ICT), commerce, or equivalent qualification
• Minimum of 5 years experience in a banking operations/channels and payments environment
• Proven knowledge and experience in electronic channels and digital technology operations
• Transaction/Solution performance monitoring and statistical information reporting
• Customer service oriented
• Assertive, Passion and Observant
• Proficiency with Microsoft suite of products
• Hands-on knowledge of Operational control / Reconciliation functions
• Attention to detail and strong problem-analysis skills.
• Effective time management, planning, and organizational skills.
• Ability to multi-task, work under pressure, and meet tight deadlines.