Digital Channels Coordinator - Internet Banking and Mobile Banking

About the role

The Digital Channels Coordinator will support the bank’s digital delivery channels, including ATM, CCDM, Internet Banking and Mobile Banking, ensuring operational continuity and excellent customer service.

Key responsibilities

• Provide day‑to‑day (BAU) operational support for ATM, CCDM, Internet Banking, and Mobile Banking platforms.
• Monitor digital channel availability, incidents, and performance to ensure service continuity.
• Handle customer complaints and service requests related to digital channels and coordinate timely resolution.
• Support ATM and CCDM activities including monitoring, preventive maintenance, installations, relocations, and vendor follow‑ups.
• Assist with cash‑related monitoring, reconciliation support, and regulatory / Central Bank reporting requirements.
• Participate in UAT, SIT, regression testing, and post‑implementation validation for digital channel enhancements and projects.
• Prepare test cases, execute testing, log defects, and follow up with vendors and internal teams for fixes.
• Support Core Banking and Digital Channel upgrade initiatives as outlined in the approved business case.

Required profile

• Understanding of banking operations, customer service processes, and support.
• Experience in operations, incident management, and vendor coordination.
• Strong coordination and problem‑solving abilities.
• Customer‑focused mindset with good communication skills.
• Ability to work with cross‑functional teams and external vendors.

Required skills

• Proficiency in MS Office.