Ebusiness Officer

Role overview

This position supports the daily running of the bank’s electronic business channels and associated services. The role focuses on tracking transactions, fixing service disruptions, strengthening channel performance, and delivering efficient customer support while staying aligned with operating standards and regulatory obligations.

Key responsibilities

• Oversee day-to-day activity across digital banking touchpoints such as mobile banking, internet banking, USSD, cards, POS, and ATM services.
• Identify failed transactions, service outages, reversal cases, and other channel-related exceptions, and escalate issues that remain unresolved without delay.
• Respond to customer complaints and assist with dispute handling, chargebacks, failed transactions, and service queries.
• Support transaction reconciliation, exception monitoring, and reporting for electronic banking activity.
• Help with onboarding, upkeep, and service delivery for digital and electronic banking products.
• Coordinate with branches, operations, IT support, vendors, and service providers to drive timely resolution of issues.
• Keep precise records and prepare recurring reports on channel performance, complaints, and incident closure status.
• Apply internal policies, service standards, information security controls, and regulatory requirements consistently.
• Assist with customer awareness and adoption efforts for e-business products and channels.
• Carry out additional tasks assigned by the Team Lead, E-Business.

Skills and competency requirements

• Solid understanding of electronic banking channels, digital products, and payment operations.
• Practical knowledge of transaction processing, reversals, dispute management, and reconciliation workflows.
• Strong analytical ability, problem-solving skills, and high attention to detail.
• Effective customer service, communication, and stakeholder management capabilities.
• Ability to stay productive under pressure and manage several issues within tight timelines.
• Working knowledge of banking operations, service quality expectations, and regulatory frameworks.
• Comfort using Microsoft Office and relevant digital reporting tools.

Qualifications

A Higher National Diploma or bachelor’s degree in Banking and Finance, Business Administration, Economics, Computer Science, or a related field is required. Professional certification in digital banking, payments, banking operations, or information systems would be an advantage. The role expects 2–4 years of relevant experience in e-business, digital banking operations, transaction support, or similar banking operations work.

Performance measures

• Speed and accuracy in monitoring transactions and escalating issues.
• Response time for complaints, reversals, and exception handling.
• Quality and correctness of reconciliation and reporting on e-business transactions.
• Volume of unresolved incidents and old outstanding exceptions.
• Service quality and responsiveness to both internal teams and external customers.
• Adherence to operational controls, service standards, and regulatory requirements.

Compensation and benefits

Pay is open to negotiation, with the budget tied to the BE-ABO grade level. The salary for each grade is fixed, though the grade level itself can be discussed. The position includes a full benefits package such as HMO, pension, leave allowance, a 13th-month payment, and other company benefits.