Web & Mobile Services Manager

DUTIES & RESPONSIBILITIES
Channel Service Management
Manage the day-to-day operation of all web and mobile banking platforms.
Ensure channels remain available stable secure and accessible to customers.
Monitor channel performance and service levels against approved targets.
Drive continuous service improvement initiatives across digital channels.
Maintain visibility of channel health service performance and operational risks.
Platform Performance & Monitoring
Monitor platform availability transaction success rates response times and customer
experience indicators.
Identify service degradation recurring issues and performance bottlenecks.
Coordinate resolution of platform incidents and service disruptions.
Escalate critical service issues to appropriate stakeholders and management.
Ensure proactive monitoring mechanisms are in place across all supported platforms.
Release & Change Management
Coordinate production releases enhancements upgrades and platform deployments.
Ensure operational readiness before deployment of new features and services.
Participate in User Acceptance Testing (UAT) production validation and go-live activities.
Monitor post-deployment performance and coordinate issue resolution where required.
Ensure all channel changes comply with approved change management processes
Vendor & Partner Management
Serve as the primary operational liaison between the Bank and channel vendors.
Monitor vendor performance against agreed service levels and contractual obligations.
Coordinate issue resolution service reviews and performance discussions with vendors.
Support vendor governance activities and service improvement initiatives.
Ensure vendors meet security compliance and operational requirements.
Customer Experience & Service Improvement
Monitor customer feedback complaints and service trends relating to digital channels.
Identify opportunities to improve customer journeys and channel usability.
Work closely with Product Customer Experience Operations and Technology teams to
address customer pain points.
Support customer adoption and digital engagement initiatives through improved service
delivery.
Recommend enhancements that improve customer satisfaction and channel utilization.
Risk Compliance & Information Security
Ensure channel operations comply with applicable regulatory requirements internal policies
and industry standards.
Support audits regulatory reviews risk assessments and compliance activities relating to
digital channels.
Identify and escalate operational security and service risks.
Ensure adherence to information security controls and operational procedures.
Support business continuity and disaster recovery activities for supported channels.
Stakeholder Management
Work closely with Product Management Technology Operations Risk Compliance Customer
Experience Finance and other business units.
Provide regular channel performance updates and management reports.
Coordinate stakeholder engagement during incidents releases and service improvement
initiatives.
Facilitate effective communication between business teams and technology partners.
Documentation & Process Management
Maintain channel operating procedures service documentation and support processes.
Ensure operational processes remain current and aligned with business requirements.
Support training and knowledge transfer activities relating to digital channels.
Maintain accurate records of incidents service reviews changes and operational activities.

Education: Bachelors Degree in Computer Science Information Technology Information Systems
Engineering Business Administration Banking & Finance or a related discipline.
Relevant professional certifications in IT Service Management Digital Banking Project Management
Information Security

Experience: Minimum of 7 years relevant experience in Digital Banking Channel Management
Technology Operations Service Delivery Fintech or related functions.
Minimum of 3 years experience managing digital channels customer-facing platforms or technology
services.
Experience working with Mobile Banking Internet Banking USSD Payments or Financial Services
platforms.
Demonstrated experience managing vendors incidents releases and service performance.