Coordinator - Digital Channels - Emirati Talent

Commercial Bank International; United Arab Emirates; On-site; AED 140,000 - 240,000; Full time

Job summary

Commercial Bank International seeks an experienced professional to support the Electronic Channels Department in enhancing Online Banking, Mobile Banking, and ATM/CCDM operations. You will coordinate with ITD, branches and call center to ensure smooth services and resolve customer issues.

You will participate in testing, UAT, and deployment of new e-channel features, monitor ATM networks, and assist with MIS reporting and project initiatives across Internet Banking, Mobile Banking, and ATM

Qualifications

• Banking sector experience with digital channels.
• Proven experience with UAT and project work in digital banking.
• Proficient in MS Office and data handling.

Responsibilities

• Support 24/7 as needed for critical digital channels.
• Coordinate with ITD, branches and call center to ensure smooth e-channel services.
• Assist in testing and UAT for online banking and ATM projects.
• Monitor ATM network performance and vendor coordination.
• Develop MIS reports for electronic channels.

Skills

User Acceptance Testing

Digital Channels

Project Management

MS Office

Excel

Communication Skills

Education

Diploma / High School

Bachelor's Degree preferred

Tools

MasterCard ATM Location Update Tool

ATM Switch Vendor coordination

ATM Encryption Keys management

Job description

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) escal ate 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.

ATM Removal/Relocation/Installation

• 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.
• ATM DVR/Camera 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

Professional / Technical Qualifications / Diplomas:

• Bachelor's Degree preferred

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.
• Personal integrity and flexibility.