Manager, Channel Experience Web at Standard Chartered Bank

 JOB DESCRIPTION

To ensure that Standard Bank Digital Channel customers consistently receive world class service delivery and support. To manage and support the Digital Channels service environment by ensuring optimal system availability and trustworthiness of the self-service options available on digital banking channels. To liaise with internal and external service providers (e.g. IT Production, Function and Technical Support Teams) in order to ensure effective daily maintenance of the self-service channels and efficient delivery of services provided by internal and external vendors. To plan, create and manage the Digital Channels Service environment that supports and enhances the systems availability and integrity of Digital Channels as the Channel owner, through the co-ordination of the efforts of all stakeholders in the value chain. To implement and execute the Digital Channels Services delivery business plans and operational plans. Grow Stakeholder Relations by Alignment and Relationships with Business and Commercial Clients South Africa. Ensure the availability of the Standard Bank Digital Channels Systems. Monitor the availability of the systems according to agreed Service Level Agreements with business. Monitor that appropriate Disaster Recovery mechanisms are in place and operational as per the scheduled Business Continuity Management plan. Analyse problems and resolve as per the agreed Service Level Agreements with the business. Ensure team compliance to policies, legislation and regulatory requirements.

QUALIFICATIONS

Qualifications

• 3 year degree in Business Management, Project management or equivalent Information Technology related degree

Experience

• 5-7 years’ experience in a Customer Experience, Service Management, Information Technology, Business Analysis or Project Management environment
• Minimum of 2 years in Financial Services/Banking experience
• Experience in Digital Banking channel support, systems, processes and architecture

ADDITIONAL INFORMATION

Behavioural Competencies

• Articulating Information
• Completing Tasks
• Making Decisions
• Meeting Timescales
• Exploring Possibilities

Technical Competencies

• Service management processes
• IT Systems
• Project management 
• Business analysis
• Structured Test Methods and Processes