Job Purpose:

The Mobile & Online Banking Manager is responsible for the development, execution, enhancement and support of the bank's internet banking products and services for retail and corporate customers. MOB Manager updates & maintains policies and procedures for electronic banking processes in order to ensure compliance with established standards and regulations. Also, partners and collaborates closely with the Contact Centre, ITD & other SIB relevant departments to create highly integrated and rich customer experience.

Key Accountabilities:

Retail & Corporate Internet Banking:

• Stay current with detailed knowledge of contemporary technologies and business practices

• Work closely with business partners to continuously evolve SIB overall business of Internet Banking

Internet Banking Operations:

• Oversees the daily operations of all Internet Banking department functions; takes ownership and ensures timely response and resolution of customer recurring or serious issues to senior management

• Direct and oversees the completion of all electronic banking operational activities

• Manage the online channel to maximize operational efficiency within guidelines and principles of SIB business strategy

• Acts as a replacement to MOB Sr. Manager or MOB Sr. Officer in case of their absence from work

People Management & Administration:

• Leverage analytical to refine performance expectations, calibrate goals and incentives and rigorously track, control and repost results

• Effectively evaluate and manage employee performance through on-going feedback, calibration, and utilization of the performance through on-going feedback, calibration and utilization of the performance management process

• Provide input and guidance on vendor assessments, potential alliances and acquisitions

Performance Monitoring:

• Integrate usability best practices into every deliverable to build customer loyalty and advocacy

• Translate broad strategies into clear objectives and practical action plans for direct reports as appropriate

Policies & Procedures:

• Act as a team participant on related programs and initiatives such as new product development

• Communicate effectively with stakeholders and partners to maintain relationships and remove obstacles

• Created and updates SOP to enhance operations and streamline processes.

Consumer Protection:

Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

Competency: Customer Service & Consumer Protection:

The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, and prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices.

Other Qualifications

Minimum Qualifications: Bachelor: Business Information Technology, Computer Sciences, Networking

Minimum Experience: +10 years banking experience preferably in RBG and/or ITD with minimum 3 years in internet banking

Computers/ Systems /Software Skills: MS Office - Expert