Job Title Mobile & Online Banking Manager

Job Description
We are hiring a Mobile & Online Banking Manager to lead the development, execution, and support of our bank’s internet and mobile banking platforms for both retail and corporate customers. This role focuses on enhancing digital services, ensuring compliance, and collaborating across departments to deliver a seamless and secure customer experience.

Job Purpose
To oversee and innovate digital banking services by managing internet banking operations, supporting system enhancements, and ensuring policy compliance while driving customer-centric solutions.

Key Responsibilities

Retail & Corporate Internet Banking

• Stay informed about the latest technologies and best practices

• Collaborate with business teams to improve and scale internet banking services

Internet Banking Operations

• Oversee daily operations and resolve major or recurring issues

• Ensure seamless execution of all electronic banking functions

• Maximize channel efficiency in alignment with strategic goals

• Serve as acting lead during the absence of Senior Managers or Officers

People Management & Administration

• Use analytics to define performance benchmarks and monitor KPIs

• Guide and assess team performance through structured feedback processes

• Contribute to vendor assessments, partnerships, and acquisition opportunities

Performance Monitoring

• Implement usability best practices to boost customer satisfaction

• Translate strategy into actionable goals for the team

Policies & Procedures

• Participate in product development and enhancement initiatives

• Maintain strong communication with internal stakeholders to remove process barriers

• Develop and update SOPs to streamline operations

Consumer Protection Compliance

• Ensure all electronic banking services align with consumer protection regulations

• Promote fair treatment, secure handling of customer data, and ethical practices

• Identify and report any suspicious or non-compliant activities

• Stay updated with regulatory expectations and the SIB Conduct Risk Framework

Required Competency

• Strong knowledge of Consumer Protection Regulations

• Commitment to ethical conduct, customer satisfaction, and prompt issue resolution

• Proactive in improving policy and service delivery

Qualifications

• Education: Bachelor’s degree in Business Information Technology, Computer Science, or Networking

• Experience: 10+ years in banking, preferably in Retail Banking Group (RBG) or IT Division (ITD), with a minimum of 3 years in internet banking roles

• Technical Skills: Expert-level proficiency in Microsoft Office