National Bank of Commerce (NBC)

NBC is the oldest serving bank in Tanzania with over five decades of experience. The Bank offers a wide range of retail, business, corporate, investment banking, and wealth management products and services.

Job Title: Digital Channels Operations Specialist / Manager

Job Summary

The role is responsible for ensuring 24/7 availability of NBC’s Digital Channels and effective management of Service Level Agreements (SLAs) with internal teams and external vendors. The position supports the Bank’s objective of increasing transaction volumes, service availability, and revenue through digital channels including ATMs, Internet Banking, Corporate Internet Banking, Mobile Banking, USSD, Agency Banking, and other digital platforms.

Job Description

Key Accountabilities

1. ATM Operations, Projects and Risk Management (20%)

Manage all ATM-related operations, compliance requirements, and projects.
Prepare MIS reports on ATM technical issues and infrastructure in line with regulatory standards.
Ensure effective ATM monitoring, timely escalation, and issue resolution in line with agreed SLAs.
Manage ATM commissioning and decommissioning processes in accordance with regulatory requirements.
Maintain a comprehensive ATM inventory database covering location, configuration, and operational status.
Oversee ATM hardware, switching systems, software, processes, and procedures to ensure compliance with internal and external standards.
Lead ATM-related projects from planning through implementation.
Implement changes, fixes, and upgrades within the ATM portfolio.
Manage ATM risk controls, including fraud prevention and mitigation measures.

2. Digital Channels Operations, Projects and Risk Management (50%)

(Internet Banking, NBC Connect, Agency Banking, Mobile Banking, USSD and other digital platforms)

Manage system administration and ensure appropriate access controls are implemented.
Monitor and troubleshoot digital channel systems end-to-end until resolution.
Design and implement effective anti-fraud strategies across digital platforms.
Ensure timely escalation of system faults in line with the escalation matrix.
Conduct error and root-cause analysis to prevent major service disruptions.
Forecast future system demand and plan capacity accordingly.
Extract and prepare reports as requested by management.
Advise management on optimal resolution approaches to improve service reliability, competitiveness, and stakeholder returns through continuous service improvement.

3. Incident and Problem Management (20%)

Take ownership of all IT digital channel and ATM-related incidents and problems.
Classify problems by priority, impact, and category, and manage resolution to closure.
Act as a Subject Matter Expert for digital channels and ATM incidents, including root cause analysis.
Coordinate investigation, diagnosis, and corrective action planning.
Liaise with internal teams and external vendors to ensure timely problem resolution.
Resolve ownership disputes and escalate where necessary.
Ensure known errors and workarounds are properly logged, documented, and communicated.
Ensure solutions are implemented and communicated to stakeholders.
Perform quality assurance on problem records and data.

4. Governance and Risk Management (10%)

Build and maintain strong working relationships with the IT Risk and Governance team.
Support initiatives to improve the Bank’s IT and operational risk profile.
Contribute to governance, controls, compliance, and audit readiness.
Recommend and implement plans to achieve satisfactory audit and assurance outcomes.

5. Business Continuity Management

Perform periodic reviews and testing of Business Continuity Plans (BCPs).
Ensure all technical components of BCPs are tested at least annually or after significant system changes.
Plan and coordinate at least one annual BCM simulation exercise involving critical business units.
Document test results and recommend enhancements to BCPs and procedures.
Participate in BCM and Disaster Recovery (DR) activities for all critical systems.
Support annual BCM and DR testing programmes.
Ensure timely restoration of business services within agreed recovery timeframes.
Support the development and improvement of Business Continuity Plans and procedures.

Role / Person Specification

Core Competencies and Skills

Strong knowledge of digital channel technologies including Internet Banking, Mobile Banking, USSD, ATM networks, and Agency Banking.
Solid understanding of IT infrastructure, system integrations, and communication networks.
Experience with monitoring and alerting tools (e.g. Splunk, Dynatrace, Nagios).
Strong understanding of ATM hardware, switching systems, and monitoring tools.
Knowledge of microservices architecture and distributed systems.
Understanding of Application Lifecycle Management (ALM) and release management.
Knowledge of IT procurement, vendor evaluation, and contract management.
Programming skills in Java, SQL, PL/SQL, Forms and Reports.
Proficiency in scripting and automation (Python, PowerShell, Bash).
Strong database knowledge (Oracle, SQL, or similar).
Excellent analytical, troubleshooting, and problem-solving skills.
Strong communication, influencing, and stakeholder management skills.
Advanced proficiency in Microsoft Office, especially Excel.
Ability to work effectively in a fast-paced, collaborative environment.
Ability to develop and defend business, technical, and budgetary recommendations.
Commitment to continuous learning and staying current with digital technologies, DevOps practices, and IT sourcing strategies.

Qualifications

Advanced Diploma or University Degree, preferably BSc, BSc (Engineering), or BSc in Computer Science / IT.
ITIL v3 Certification (preferred).
Knowledge of banking and branch operations.
Strong understanding of IT service delivery within a corporate environment.
Strong conceptual thinking, decision-making, and initiative-taking ability.
Prior experience in a junior specialist or similar digital channels role is an added advantage.

Experience

Minimum of 4 years’ experience in digital banking or digital channels operations.
Proven experience managing multiple projects in deadline-driven environments.
Demonstrated ability to work effectively in dynamic, collaborative, and fast-paced settings.
Experience developing and defending technical solutions and budgetary plans.

Minimum Academic Requirement

Bachelor’s Degree or Advanced Diploma in Physical, Mathematical, Computer, or Life Sciences.
Experience in a similar environment at junior specialist level or above.

How to Apply:

To submit your application, please follow the link provided below.

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