E-Channels Officer – Ref:MGMT/21/02/H1

Job Purpose

To assist Manager- Echannels in expanding the bank’s alternate channel network and in coordinating smooth roll-out of process enhancements aimed towards increased channel utilization channels officer.

Main Responsibilities and Accountabilities

Responsible for the smooth operations ATM channel
Assist Manager Echannels in implementing business e-strategies aimed towards increased services of these non-branch distribution channels.
Responsible for preparation of site visit report, site preparation, lease agreements, site approval, vendor communication, plan, track & monitor progress and provide business update pre/post implementations.
Responsible for coordination & installation of new ATMs or replacement of ATM’s as agreed in the strategy document. Arrange relocation/ move of obsolete ATMs to warehouse with due care & protection.
Responsible for achieving SQ standards for alternate delivery channels. Recommend & document best options with valid reasons on cost, time, service benefits & seek approval for the same.
To liaise and be the key point of contact for all e-channel needs with IT and vendors
Monitor & update of Channel operations – Both Onsite and offsite. Escalate issues to respective business heads and seek early resolution. Coordinate with I.T/Vendor/Business for a smooth transition/cut-over.
Responsible for operational efficiencies of ATMs with respect to -
Analyzing reported downtime and suggesting ways to minimize the same.
Review Cash replenishment services outsourced for off-site ATMs. Identify gaps & recommend best solutions. Incorporate these services as & when services are provided by vendor for off-site ATMs.
Suggest way forward with regard to obsolete ATMs and/or possible redeployment of ATMs based on service, location or possible buy-back option with vendor.
Prepare cost sheet analysis for new ATM installations to seek management approval.
Do a periodic check of ATM payments made and received and also assist in the maintenance of the IMD codes in the network with a view to mitigate frauds.
Liaise with Finance for Asset value & apportion of costs to respective heads.
Formulating and designing all reporting requirements of call center i.e. IVR, Siebel, Vendor payments (Utility provider’s report).
Conduct channel comparison with competitor offering on services, promotions and special offerings on e-channels and update Business Managers
Responsible for co-ordination of BCP set-up for Echannels
Coordinate with users to determine the business needs for automation, evaluate business requirements and present the same to in a non-technical manner.
Coordinate with I.T to conduct a system acceptance test prior to release on production.
Ensure adequate training is provided to users and are able to clearly understand the benefits of system/process change.
Seek appropriate approvals & work in unison with users / project sponsors, to gain buy-in on the project.
Ensure proper system release processes are adopted and are duly signed of by concerned business managers.

Qualifications

University degree or equivalent qualification
Computer related diploma / degree
About 4 to 5 years of banking experience and the last 2 to 3 years in either introduction of alternate channels in banking or in managing them.
About 2 to 3 years of experience in Operations environment within a Bank.
Knowledge of Operational processes within Personal Banking & Corporate Banking.
Knowledge about ATMs/IVR/Web Management/Internet Banking etc.