Digital Business Operations Officer

The Digital Business Operations Officer is responsible for driving the business performance, adoption, and effective operation of the Institution’s Digital Banking services. The role supports Regions and Branches in achieving Digital Banking targets, monitors service operations, identifies and resolves gaps, and coordinates with relevant Departments and Divisions to ensure successful execution of Digital Banking initiatives.

SPECIFIC DUTIES AND RESPONSIBILITIES

1. Digital Banking Operations

• Promote and drive the sales, adoption, and utilization of existing and upcoming Digital Banking products and services.
• Support the Institution in achieving its Digital Banking business objectives and targets.
• Identify opportunities to increase customer acquisition, activation, and usage of Digital Banking services.
• Provide feedback on market trends, customer needs, and opportunities for improving Digital Banking services.
• Follow up on the day-to-day operation and performance of Digital Banking services.
• Identify operational, service, and process gaps and ensure timely resolution.
• Monitor recurring issues and recommend sustainable solutions.
• Escalate critical or unresolved issues to the appropriate level.
• Maintain effective follow-up until identified issues are fully resolved.

2. Branch and Regional

• Support Regions and Branches in achieving assigned Digital Banking targets.
• Cascade and communicate targets to Branches in line with the direction of the Division.
• Regularly monitor Branch and Regional performance against assigned targets.
• Identify performance gaps and work with the respective teams to develop corrective actions.
• Share successful practices and initiatives that can improve Digital Banking performance across the network.

3. Coordination and Stakeholder Management

• Coordinate with relevant Departments and Divisions, including Marketing, Logistics, Digital Banking/Technology, Human Resources, Operations, Risk, and Compliance, to ensure the availability of required resources and support.
• Facilitate effective communication between the Digital Banking Division and Regions/Branches.
• Coordinate requirements related to product launches, campaigns, training, operational support, and service improvements.

4. Performance Monitoring and Reporting

• Monitor key Digital Banking performance indicators, including customer acquisition, activation, usage, and transaction performance.
• Prepare regular performance reports and highlight key achievements, gaps, and areas requiring intervention.
• Provide timely updates and recommendations to management.
• Follow up on agreed actions and management directives related to Digital Banking performance.

5. Key Performance Individual

• Achievement of Digital Banking business and sales targets.
• Growth in Digital Banking customers, activation, and usage.
• Growth in transaction volume and value.
• Branch and Regional target achievement.
• Timely resolution of operational issues.
• Successful implementation of new Digital Banking initiatives.
• Improvement in customer experience and service quality.

• B.Sc. Degree in Management, Accounting, Business Administration, Banking and Finance and related
• Minimum 3 years’ experience in relevant professional experience (private/public) sector and/or financial sector, and/or technology solutions for business and finance.
• Proven experience in the implementation of Digital Finance Operations

TECHNICAL AND OTHER SKILLS

• Digital Banking and banking operations knowledge.
• Business development and sales orientation.
• Strong communication and interpersonal skills.
• Target and performance management.
• Problem-solving and analytical skills.
• Strong coordination and follow-up capability.
• Customer-focused and proactive approach.
• Ability to work under pressure and manage multiple priorities.
• Teamwork, accountability, and ownership.

1. Terms of employment: Permanent
2. Salary & Benefits: Attractive salary with benefit package
3. Closing Date:  August 24, 2026