Job description

Role       : E-Channel Officer
Location : Abu Dhabi 
Role Purpose:
The senior E-Channels officer is responsible for performing operational support duties of the Alternate Delivery Channels Unit.  Assists the Alternate Delivery Channels Manager as directed; provides a full range of professional, technical and general support to customers and Bank personnel; responds to telephone and e-mail inquiries; monitors product usage and system operation; resolves problems within given authority.  Helps in the coordination and support of system testing and user acceptance testing.  Provides assistance in training Bank personnel on the features and benefits of Internet banking and bill payment products, mobile banking and electronic services.  Performs a variety of routine daily tasks; reviews reports, prepares correspondence; and participates in special department projects
    
Key Accountabilities of the role      
 

• Main Job functions includes:

  
  

• Responsible to represent the bank in all electronic crimes related to the judiciary and police enforcement

  
  

• Managing/supervising all fraud related complaints and resolution

  
  

• Managing/supervising the bank electronic related marketing (SMS, email & other electronic touch points).

  
  

• Responsible to manage the following channels system related :

  
  

• Internet Banking

  
  

• Mobile Banking.

  
  

• SMS Banking Application.

  
  

• E-statement Application (Click PSS).

  
  

  CUSTOMERS (INTERNAL & EXTERNAL)

  
  

• Responding to customers complaints raised from other units

  
  

• Responding to Legal with necessary customer data required for court cases investigation. 

  
  

• Raise helpdesk tickets for incidents and issues encountered on production system

  
  

• Follow up and monitor on all tickets and request submitted to ITD

  
  

• Attending to bug fixes testing and implementation

  
  

• Reviewing and coordinating with marketing, shariah & legal for any new e-payment services contracts

  
  

• Liaison between ITD and users on all e-Banking related issues

  
  

• Attending project related meetings.

  
  

• Preparation of monitoring and review e-banking reports.

  
  
• INTERNAL (PROCESS, PRODUCTS & REGULATORY)

• Participate in new project and enhancement on e-Banking systems

  
  

• Participate in the user requirement phase

  
  

• Follow up with the new functional requirements related to various online applications.

  
  

• Attending and organizing e-Banking related meetings

  
  

• Perform system testing and user acceptance testing

  
  

• Develops and implements procedures for the ongoing revision of the e-Banking policy & procedure

  
  

• Ensure all department & units are aware of any new changes to the e-Banking systems

  
  

• Comply with other specific roles and tasks as and when raised by the direct line manager which would help in smoothing and accelerating the implementation process.   

  
  

• Interact with legal, marketing and shariah for any of the text & contents changes on the e-Banking channels

  
  

• Ensure all necessary legal agreements and documents are approved and signed off by the authorized parties

  
  

• Perform live testing for all new projects and enhancement

  
  

• Informs staff of updates to the Internet Banking 

  
  

• Prepare UAT reports for monitoring and review

  
  

• Prepare post implementation report on new implemented projects

  
  

• Keep records and filling of all projects related documents.
   

  
  

PEOPLE

• Plans, schedules, and delivers staff training coordination with managers

  
  

• Develops documents and tools for staff training on e-banking related 

  
  

• Responds to staff questions about use of e-banking services

  
  

• Prepare & plan for new product/enhancement training to the relevant department/units.
   

  
  

Specialist Skills / Technical Knowledge Required for this role:
 

• Bachelor degree in any disciplines

  
  

• At least 7 years experience in Banking

  
  

• Computer skills