• To provide proactive identification, reporting and engagement of resolution stakeholders on technical issues impacting seamless transactional delivery by E-Channels. Provide support for the attainment of transactional processing targets across E-Channels through the engagement of internal and external stakeholders for optimal utilization of E-Channels.

Key Responsibilities

• Review transactional failure reasons and engage stakeholders for resolution
• Report on transactional behavior trends for the streamline of product delivery strategies by Product Managers
• Proactive tracking of transactional activity status and performance across all E-Channels
• Provide real-time transaction success and failure tracking for proactive engagement of stakeholders for issues trend identification and resolution
• Review the quality and effectiveness of periodic prompt of stakeholders on transactional failure performance
• Bi-hourly, daily and weekly reports of channel issues and transactional processing success rate trend across E-Channels.
• Ensure tracking and follow up on identification and resolution of processing issues on E-Channels
• Communicate identified transactional and channel issue trends to resolution stakeholders and track resolution status
• Review and track vendor performance on adherence to stipulated resolution SLA
• Generate weekly SLA adherence reports for use in the engagement of stakeholder vendors on selected Channels
• Deliver tracking report on E-Channels transactional performance trend
• Deliver periodic technical training delivery to channel support stakeholders for optimal service delivery
• Quarterly training for ATM Custodians and HSS for proactive resolution of channel downtime
• Ensure alignment of the team to business goals
• Ensure timely delivery of reports and risk compliance