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