Digital Channels Support Analyst

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

To ensure Digital Channel availability to customers and management of SLA with internal and External Vendors. The expectation from the role is digital customers should be able to get all the Services 24/7. The Bank is expecting the increase of number of transactions and service availability while earning an income increase through Digital Channel services charges not limited to ATM, Internet banking, Corporate Internet banking, Mobile banking, SSD, Agency banking and other digital platforms.

Job Description

Key Accountabilities

ATM Operations, Projects and Risks related - 20%

• Managing all ATM related issues, compliance and projects.
• Responsible for ATM monitoring process is in place and monitoring is done as per agreed and escalation conducted within agreed time.
• Manage ATM commissioning and decommissioning processes as per regulatory requirement.
• Ensure transparency on ATM infrastructure by developing and maintaining current database of ATM inventory, indicating location, configuration and operational status.
• Managing ATM hardware including sparrow switch, Software, Processes, Procedures support compliance with both internal and external regulatory standards.
• Responsible for ATM related Project from planning to implementation
• Support and Implement changes/fixes within ATM portfolio
• Manage and implement controls on the ATM risk related issues eg fraudulent control measure.

Managing other Digital Channels Operation, Projects and Risks related for Internet banking, NBC Connect, Agency Banking and Mobile banking - 50%

• Managing Systems Administration by getting the proper access required
• Managing Systems Monitoring and troubleshooting end to end until resolution
• Responsible for anti-fraud strategies
• Effective escalation on faults related to the systems mentioned above per the escalation matrix
• Error handling analysis to avoid major breakouts
• Oversee the future demand of the systems and plan accordingly
• Extract reports as per management requests
• Responsible for advising management on the least route to resolve issues and get competitive benefit in digital channels by continuously improving the service and returns to the stakeholders

Incident and Problem Management - 20%

• Responsible for taking ownership of all IT digital channels related Problems.
• Classifies problems, determining priority, impact and category and owning resolution.
• Stand in as a solid subject matter expertise on all IT digital and ATMs related incidents and problems by determining and digging to their root cause.
• Co-ordinates analysis and diagnosis of problems and owns the overall action plan to closure including recommending service improvement projects.
• Liaise with other external suppliers to ensure that problems are resolved as quickly as possible.
• Resolves problem ownership disputes, escalating where necessary.
• Ensures that known errors are correctly logged against relevant items.
• Ensures that all workarounds are fully documented and communicated.
• Ensure that solutions are implemented and communicated to stakeholders.
• Performs quality assurance of problem data.

Governance and Risk Management - 10%

• Build relationship with country IT Risk and Governance team and provide support wherever required.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Recommend and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets (whenever required).
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Business Continuity

• Perform periodic reviews and tests of established Business Continuity Plans and procedures, reporting findings to management and making recommendations for improvements as needed.
• Ensure that all technical components of the Business Continuity Plans are successfully tested at least annually, or whenever significant changes are made to those components.
• Planning and coordinating at least one simulation exercise a year, involving all critical business units.
• Documenting the results of all tests and exercises and identifying any recommended enhancements to the Business Continuity Plans and Procedures.
• Participant in BCM and DR all critical systems.
• Support the annual business continuity test plan.
• Resume support for all business functions and processes within the agreed timeframe.
• Directing or assisting in the development of Business continuity Plans and procedures.

Role / Person Specification

Core Competencies:

• Digital Channel Technology Proficiency – Strong understanding of Internet banking, mobile banking, USSD, ATM networks, and related digital platforms.
• IT Infrastructure Knowledge – Good grasp of hardware, software, communication networks, and integration technologies.
• Monitoring & Alerting Tools – Experience with systems performance tools (e.g., Splunk, Dynatrace, Nagios) and real-time incident dashboards.
• Solid understanding of ATM hardware, switching systems, and monitoring tools.
• Understanding of microservices architecture, including deployment, integration, and troubleshooting of distributed services.
• Knowledge of application lifecycle management (ALM) and release management processes.
• Excellent programming skills in Java, SQL, PL/ SQL, Forms and Reports
• Proficiency in scripting languages (Python, PowerShell, Bash) and automations.
• Database knowledge (SQL, Oracle, or similar) and understanding of system integrations.
• A creative thinker who is always looking for ways to improve processes and create efficiencies while remaining open-minded
• Adept at identifying problems, finding solutions, correcting the situation and moving on
• Strong Communication/Influencing skills and managing multiple stakeholders across geography and customer relationships
• Expert level knowledge and skills with MS Office suite especially MS Excel.
• Demonstrate experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere
• Demonstrate ability and experience to develop and defend business recommendations and budgetary plans

Qualification

• Advanced Diploma or University degree, with preference for a B Sc., B Sc (Eng.) or BSc (Computers/IT).
• Knowledge of Banking/Branch Operations
• Understand the IT service delivery within a corporate environment (Preferred)
• Conceptual thinking skills (Solid)
• Ability to analyze, make decisions and initiate act (Solid)
• Prior experience in a junior specialist or similar role within digital channels is an added advantage.

Experience:

• Minimum of 2 years’ experience in digital banking or digital channels operations.
• Demonstrated experience working in a deadline-oriented environment by managing multiple projects simultaneously
• Demonstrated experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere
• Demonstrated ability and experience to develop and defend technical recommendations and budgetary plans.

Qualifications

Bachelor's Degrees and Advanced Diplomas - Physical, Mathematical, Computer and Life Sciences, Experience in a similar environment