About the Role
The Digital Channels Coordinator is responsible for coordinating and supporting the Bank’s digital delivery channels including ATM, CCDM, Internet Banking (IB), and Mobile Banking (MB). The role focuses on operational customer service support, vendor coordination, and participation in digital initiatives in line with the approved business case and operational requirements.
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Required Experience & Knowledge Skills
- Understanding of banking operations, customer service processes, and support.
- Experience in operations, incident management, and vendor coordination.
- Coordination and problem-solving skills.
- Customer-focused mindset with good communication skills.
- Ability to work with cross-functional teams and external vendors.
- Proficiency in MS Office.
Key Responsibilities
- Provide day-to-day (BAU) operational support for ATM, CCDM, Internet Banking, and Mobile Banking platforms.
- Monitor digital channel availability, incidents, and performance to ensure service continuity.
- Handle customer complaints and service requests related to digital channels and coordinate timely resolution.
- Support ATM and CCDM activities including monitoring, preventive maintenance, installations, relocations, and vendor follow-ups.
- Assist with cash-related monitoring, reconciliation support, and regulatory / Central Bank reporting requirements.
- Participate in UAT, SIT, regression testing, and post-implementation validation for digital channel enhancements and projects.
- Prepare test cases, execute testing, log defects, and follow up with vendors and internal teams for fixes.
- Support Core Banking and Digital Channel upgrade initiatives as outlined in the approved business case.
Joining Time Frame
- 2 weeks (maximum 1 month)
