• Application Deadline:
• Position: Lead, Digital Channel Operation



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 - 8 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Job Summary

• We are seeking a highly skilled and results-driven professional to lead our Digital Channels Operations.


• The successful candidate will be responsible for managing and optimizing all digital banking platforms to ensure seamless, secure, and efficient service delivery.


• This role is critical in driving system performance, enhancing customer experience, and ensuring high availability across all digital touchpoints.

Key Responsibilities

• Oversee the daily operations of all digital channels to ensure optimal performance and availability.


• Monitor system uptime, transaction success rates, and overall service quality.


• Collaborate with IT teams and vendors to resolve system incidents, defects, and service disruptions promptly.


• Drive continuous improvement initiatives to enhance user experience and increase digital adoption.


• Analyze performance data and provide actionable insights for decision-making.


• Ensure compliance with regulatory requirements, cybersecurity standards, and data protection policies.


• Coordinate the deployment of new features, upgrades, and system releases.


• Manage relationships with third-party service providers and partners.


• Develop and implement operational policies, procedures, and internal controls.


• Support resolution of customer issues related to digital banking channels.

Key Performance Indicators (KPIs)

• Channel uptime (≥99.5%)


• Transaction success rate (≥98%)


• Incident resolution time (MTTR ≤ 2–4 hours)


• Reduction in recurring incidents (≤5%)


• Decrease in customer complaints (≥10% monthly reduction)


• Growth in digital channel adoption (≥15% YoY)


• Improved process efficiency (≥30%)


• Zero major security or compliance breaches


• Successful system deployments (≥95% without rollback)


• Vendor SLA compliance (≥95%)


• Timely reporting (100% on schedule)


• Reduction in operating costs (≥10% annually)

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.


• 5–8 years’ experience in digital banking operations, fintech, or IT service management.


• Strong knowledge of digital banking channels (mobile apps, USSD, internet banking, APIs).


• Experience with system monitoring tools and incident management processes.


• Good understanding of cybersecurity, data privacy, and regulatory standards.


• Strong analytical, problem-solving, and communication skills.

Knowledge & Skills:

• Solid understanding of digital banking platforms and transaction flows.


• Knowledge of IT service management (incident, problem, and change management).


• Familiarity with performance monitoring tools and metrics.


• Understanding of payment systems and reconciliation processes.


• Awareness of customer experience (CX) and service delivery standards.

Core Competencies:

• Strong analytical and troubleshooting abilities.


• Effective stakeholder and vendor management skills.


• Excellent communication and coordination skills.


• High attention to detail and ability to work under pressure.


• Strong planning and execution skills for system upgrades and releases.