Digital Channels Senior Officer at Equity Bank Rwanda

Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive nancial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda; DRC and South Sudan, Equity Bank is now home to nearly 8 million customers - the largest customer base in Africa. Currently the Bank is seeking additional talent to serve in the role outlined below.

DIGITAL CHANNELS SENIOR OFFICER

The Digital Channels Senior Officer plays a critical role in driving the success of digital initiatives within the organization, ensuring that digital channels are eectively leveraged to support business goals and enhance the overall customer experience.

Key Responsibilities and Accountabilities of Digital Channels Senior Officer

• Collaborate with management to implement strategic plans for digital channels, aligning them with the overall business objectives.
• Analyze market trends, competitor activities, and customer feedback to identify opportunities for growth and improvement.
• Collaborate with PM on the implementation of digital projects, such as features enhancements, new project testing on digital channels and ensuring that projects are completed on time.
• Drive digital channels performance, including market share in term of, volume, transactions and NFI. Use data insights to identify areas for optimization and develop recommendations for improving digital channel eectiveness.
• Work with technical support and Development team on digital technology implementation platforms and tools used by the business, including troubleshooting issues,
• Coordinating with IT teams for system maintenance or upgrades, and ensuring compliance with security and data privacy regulations.
• Collaborate with QA and ensure the ongoing project is well implemented and tested in accordance with business requirements.
• Identify tools and devices need for business project testing and apply for them used by the business, including troubleshooting issues,
• Align with related support for any issue arisen during implementation process and recommend for troubleshooting.
• Work with Customer experience and marketing team on publication, and maintenance of content across digital channels, ensuring consistency in messaging, branding, and user experience.
• Collaborate with customer experience teams to ensure that digital channels are eectively integrated into the overall customer support strategy.
• Provide training and support to sta members who are responsible for managing digital channels, ensuring that they have the necessary skills and knowledge to perform their roles eectively. This could involve developing training materials, conducting workshops and providing ongoing guidance and mentorship.
• Ensure that digital channel activities comply with Bank policies & procedures and regulatory requirements as well, and appropriate measures to mitigate risks related are implemented.
• Prepare digital channels performance (vs targets) and branch performance report
• To support on any other tasks assigned by line Manager.

Qualification, Experience, Skills and Attributes

• Bachelor’s degree in business/ IT or a related eld. Master’s degree with be value added.
• At least 4 Years’ experience in banking sector
• 2 years of experience in digital channels business support (both front office and back oces Experience)
• Well experienced in engaging with cross-functional teams in a matrix organization and successfully leading the sales pursuits.
• Excellent interpersonal skills with an ability to build eective relationships with Customers.
• Passionate, Enthusiastic, and demonstrable skills working in a team environment with the commitment to succeed.
• Strong Microsoft Office skills.
• Strong understanding of Digital Channels Business & operations

Only applicants who meet the above criteria will be shortlisted.

If you meet the above requirements, submit your application quoting the job opportunity you are applying for to the email address below by 14th May 2024. Please include detailed Curriculum Vitae, copies of the relevant certicates, testimonials, and daytime telephone contact and email address. Only short-listed candidates will be contacted.

Email to: jobsrwanda@equitybank.co.rw

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values and what they bring to the workplace.