Job Title:  Digital Channels Support Manager  

Organisation: KCB Bank Uganda Limited

Duty Station: Kampala, Uganda

About the Company:

KCB Bank Uganda Limited which is part of KCB Group, East Africa’s largest commercial bank that was established in 1896. Over the years, the Bank has grown and spread its wings into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East African circuit in the year 2012. Today, the Group has the largest branch network in the region with over 238 branches, 950 ATMs and 8,000 agents offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was established in the year 2007 and has grown to become one of Uganda’s top ten commercial banks.

Job Summary:  The Digital Channels Support Administrator will provide technical assistance, monitor system performance, and respond to user inquiries and incidents promptly, thereby contributing to the overall reliability, security, and usability of our digital platforms. By delivering exceptional customer service, facilitating user training, and staying updated with industry trends, the Digital Channels Support Administrator helps enhance the digital experience for our customers and drive the success of our organization in the digital space.

Key Duties and Responsibilities:

• System Monitoring: Implement and maintain monitoring tools to track the performance, availability, and reliability of digital channels, ensuring proactive identification and resolution of potential issues.
• Uptime Management: Ensure maximum uptime for digital channels by implementing robust redundancy measures, performing regular maintenance tasks, and promptly addressing any downtime incidents.
• Technical Support: Provide technical assistance and troubleshooting for digital channels, including addressing user inquiries, resolving access issues, and troubleshooting technical problems.
• Incident Response: Respond to and resolve incidents affecting digital channels promptly, following established incident management procedures to minimize disruption to services and users.
• Performance Optimization: Analyze system performance metrics and identify opportunities to optimize digital channels for improved speed, reliability, and user experience.
• User Training and Documentation: Develop training materials and provide user training sessions to educate users on how to effectively use digital channels, including best practices for navigation, functionality, and security.
• Analytics and Reporting: Monitor user interactions, traffic patterns, and performance metrics of digital channels, analyzing data to identify trends, insights, and areas for improvement, and generating regular reports for stakeholders.
• Collaboration and Communication: Collaborate with cross-functional teams such as IT, marketing, and customer service to align digital channel strategies, gather feedback, and communicate updates or changes effectively to stakeholders and end-users.
• Continuous Learning: Enhance understanding of all electronic banking systems and related applications on a day-to-day basis through practice and self-driven learning, staying abreast of emerging technologies, industry trends, and best practices to effectively support and improve digital channels.

Daily Responsibilities: Not More Than 5 Of The Most Typical

• System Monitoring: Regularly monitor the performance, availability, and security of digital channels, including websites, mobile apps, and online portals, to identify and address any issues promptly. This includes timely submission of monitoring checklists.
• Technical Support: Provide timely assistance and troubleshooting to users experiencing difficulties with accessing or using digital channels, resolving issues efficiently to minimize disruption to operations.
• Incident Response: Respond to and resolve any reported incidents or service interruptions affecting digital channels, following established procedures to restore service and minimize impact on users.
• User Training: Develop and deliver training materials or sessions to educate users on utilizing digital channels effectively, including new features, best practices, and security measures.
• System Maintenance: Perform routine maintenance tasks and updates on digital channel systems, ensuring they are running smoothly and are up-to-date.

Academic & Professional

• Education: Bachelor’s degree in Software Engineering, Computer Science, Information Technology

Professional Qualifications

• ITILv3 or v4, Database Administration (OCA, MSSQL), MCSA, MCSE, Software Engineering, Linux AA

Skills and Experience  

• Working knowledge of Digital channels i.e., ATM, internet banking, mobile banking.
• Windows, UNIX and Linux operating systems, Shell Scripting, PHP, and Java Scripting knowledge.
• Knowledge of relational databases i.e., Oracle, MSSQL
• Programming skills

Business Behaviours:  

• Excellent communications and engagement skills
• Strong attention to detail and personal effectiveness
• High-level of integrity
• Strong skills at relationship building

Experience

• Total Minimum No of Years Experience Required 2