Senior Manager Digital Banking C – IRC227637

at Zambia, Lusaka, Zambia in FNB Zambia Online Banking
Ends 19 Aug 2022

purpose

Provides a support function in Digital Banking which is a unit within the Retail Segment . This role involves constant liaison with Relationship managers in terms of ensuring that the Segments together with Digital Banking is cross selling Online Banking Enterprise & other value adds for business clients such as Cell Phone Banking for business, Banking App, Reference Validation etc. Perform duties such as monitoring overall performance of Online Banking Enterprise and usage per client (Transactional Volumes). Guides team on usability and enhancements, & Liaises with Group Support Team on defects.

experience and qualifications

Minimum Grade 12 Certificate with 5 credits and passes in English and Mathematics.
Degree in Administration or a related field.
Previous E-Money background / Digital banking experience.
FNB Online product knowledge (Online Banking, Oasis, Back Office, Ghost).
Computer literate in terms of Word, Excel.
Exposure to other general banking products and processes would be beneficial.

responsibilities

Grow Digital Revenues for the unit & ensure subscriptions for Business clients are collected on time.
Authorise DDACC instructions on behalf of customers.
Ensure DDACC related fees are collected.
Maximise transactional flows and revenue by cross selling other products, i.e. Bulk Send, Smart devices.
Ensure clients are transacting on platform to grow targeted revenue.
Ensure Online growth is on target stats are compiled and submitted to relevant parties on time
Migrate business clients to the appropriate channels as defined in the BSC.
Identify product developments & enhancements to build Digital space for the bank & recommend User friendly systems.
Manage walk in clients & cross sell Digital Banking products via Digital Banking Sells Consultants
Handling of any incoming client queries (internal & external client) within SLA for all digital banking products.
Log queries on applicable systems e.g. Quality centre, Online Client Support.
Provide support to consumer clients & Assist with Digital Products.
Escalate queries to Digital team in SA for support & follow up.
Provide feedback to clients within agreed SLA.
Engage with the customers in a professional way as specified in the service standards.
Build and maintain enduring and rewarding relationships with customers.
Ensure Banks Brand values are practiced.
Identifying product enhancement requirements.
Actively drive Business Digital banking sales.
Escalate reported fraud txns to Online Fraud centre.
Recommendation to improve service and processes.
Check and Authorise administrative tasks related to Digital Banking products eg: OBE, Mobile registrations and assist with OB requests.
Maintain existing client’s functionality on OBE, or relevant business systems and perform changes when required.
Authorize incoming client queries as well as completing administrative tasks e.g.: daily statistics and daily production report. Guide on new enhancements regarding Digital Banking. Remain abreast of product and process developments.
Monitor incoming faxes from Other branches for leads.
Allocate work from Generic Email to intended recipient.
Maintaining legal documentation, i.e. ensuring reactivation, validation forms are filed.
Adopt all Client Satisfaction Index initiatives that FNB Online has in place to improve client service.
Adherence to FNB Golden Rules.
Execute activities within risk and compliance processes and procedures.
Achieve competence against all key result areas required.