The Manager, Alternative Channels is responsible for end-to-end ownership, performance, availability, growth, and security of the Bank’s non-branch channels, including Mobile Banking, Internet Banking, USSD, ATM, Agency Banking, and Digital Payments Interfaces.

Channel Strategy & Performance Management

• Develop and execute the Alternative Channels Strategy aligned with the Bank’s digital and operations strategies.
• Drive adoption, transaction growth, and migration from branch-based services to digital channels.
• Monitor channel performance, availability, usage trends, and revenue contribution.
• Define and track KPIs for each channel.

Channel Operations & Availability

• Ensure 24/7 availability of mobile, internet, USSD, ATM, and agency channels.
• Coordinate incident management and service restoration with ICT Infrastructure and SOC.
• Oversee daily operational issues, customer complaints, and escalations related to channels.
• Ensure effective reconciliation of channel transactions with Operations and Finance teams

Customer Experience & Journey Optimization

• Own end-to-end customer journeys across alternative channels.
• Improve usability, turnaround times, and transaction success rates.
• Work with UX/UI and analytics teams to enhance customer experience.
• Use customer feedback and channel analytics to drive continuous improvement

Integration, Change & Release Management

• Act as the business owner for all alternative channel systems.
• Participate in Change Advisory Board (CAB) for channel-related changes.
• Ensure proper testing, user acceptance, rollback plans, and post-implementation reviews.
• Coordinate channel upgrades, new features, and integrations (CBS, payment systems, fintechs)

Security, Risk & Compliance

Ensure alternative channels comply with:

• Cybersecurity policies and standards
• BOT regulations and guidelines
• PCI DSS and payment security requirements
• Work closely with Cyber Security and SOC teams to monitor threats and incidents.
• Enforce strong authentication, transaction limits, and fraud controls.
• Support audits and regulatory examinations related to digital channels

Agency Banking & ATM Oversight

• Manage agency banking and ATM channel performance in collaboration with Operations.
• Ensure proper agent onboarding, monitoring, and compliance.
• Drive ATM uptime, cash availability, and transaction success rates.
• Support expansion of agency and ATM networks

Stakeholder & Vendor Management

• Manage relationships with:
• Channel system vendors
• MNOs and payment partners
• Switches and service providers
• Oversee vendor SLAs, performance, and issue resolution.
• Support contract reviews and renewals.

Reporting & Analytics

• Produce regular performance and management reports on channel usage, uptime, incidents, and revenue.
• Leverage data analytics to identify trends, risks, and opportunities.
• Provide inputs for management, EXCO, and Board reporting.

Education

• Bachelor’s degree in computer science, Information Security, ICT, or related field.
• Professional certifications in ICT related fields are highly preferred

Experience

• 3–5 years in cybersecurity or information security.
• Banking or financial services experience is strongly preferred
• Strong experience with mobile banking, USSD, ATM, agency banking, or payment systems.

Core Competencies

• Digital channel management
• Incident & change management
• Customer experience management
• Payments & transaction flows
• Regulatory and risk awareness
• Vendor and stakeholder management
• Data-driven decision making.

Behavioral & Leadership Competencies

• Technology Leadership & Ownership: Leads and takes full accountability for digital channel platforms, availability, and performance.
• Customer & Business Focus: Drives seamless, secure, and efficient customer experiences across alternative channels.
• Analytical Decision-Making: Uses data and structured analysis to resolve issues and optimize channel performance.
• Risk & Control Mindset: Proactively manages technology, cyber, and operational risks in a regulated environment.
• Change & Stakeholder Leadership: Effectively leads change, collaborates across teams, and manages vendors and partners

Performance Indicators (KPIs)

• Availability and uptime of alternative channels
• Transaction success rate across all channels
• Growth in active users and transaction volumes
• Reduction in branch-based transactions
• Number of major channel-related incidents
• Customer complaints and resolution turnaround time
• Compliance with cybersecurity and regulatory requirements
• Timely delivery of channel changes and enhancements

• Cyber Defense

• CyberSecurity Expert