Senior Process and Collections Platforms Support Officer - Ecobank

JOB PURPOSE

The Process and Collection Team is responsible for providing both functional and technical support for the bank payment and collection platform. The role is part of the ‘Run the Bank’ team and therefore is expected to positively impact the overall delivery of information technology services as part of the technology team’s mission:

• Perform FULL technology operational support duties for the Collections Systems Support Unit.
• Provide function support to end users (internal and external)
• Provides a full range of professional, technical, and general support to internal customers and external customers; performs customer setups; responds to telephone and e-mail inquiries
• Ensure system stability and availability of the platforms 24x7
• Ensure issues that require escalation are escalated in a timely manner in line with defined SLAs
• Help in the coordination and support of audits and examinations
• Aid in the training of Bank personnel on the features and benefits of the collection platform’s solutions and services.
• Proactively monitor incoming transactions and resolve all issues relating to the transaction.
• Performs a variety of routine daily tasks including the review of reports and logs, the preparation of correspondence, and the participation in special department projects.

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Principal Accountabilities

• Minimize the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.
• Focused applications shall be Bankcollect and ProcessMaker.
• Reduced count of Incidents Raised by Known Errors.
• Own all aspects of production management for Bankcollect and ProcessMaker
• Assist TSG Team in the on boarding of new corporate clients and product setup.
• Providing 24 x 7 production support coverage on a rotating basis with primary hours being Mon–Fri 5:30 AM-10:00 PM GMT (Weekends required on a rotational basis).
• Proactively manage, measure and track customer support cases to ensure their timely resolution.
• Provide timely status updates, root-cause analysis, and resolution strategies.
• Recognize and resolve systemic issues to prevent them from repeating.
• Document, track, and support compliance with Service Level Agreements.
• Actively contribute to Knowledge Database to ensure that it is up to date.
• Ensure Remedy Ticket is accurate and regularly updated (statuses, owners, root cause, resolution details and other relevant information).
• Document controls and develop procedural and training materials and workflows for the Bank’s collection and process flow application (Bankcollect and ProcessMaker).
• Develop proactive processes designed to alert/eliminate issues before they escalate in priority or business impact.
• Identify areas where efficiencies can be gained using proactive approach through collection and analysis of metrics.
• Coordinate and perform implementation steps as prescribed in documented plans for system changes, upgrades, installations, and outages and follow all change management guidelines.

Professional Development:

A willingness and capacity to become better equipped to perform job responsibilities by transferring new knowledge and skills gained through training and personal research efforts to the workplace.

Communication Skills:

• Facilitates team meetings effectively.
• Delivers engaging, informative, well-organized presentations.
• Understands how to communicate difficult/sensitive information tactfully.

Technical Understanding:

• Broad understanding of payment and collection systems including API and DevOps.
• Good overview of System Architecture.
• Possesses general understanding in the areas of systems, applications, and system design.
• Understands Internet, Intranet, Extranet and client/server architectures.
• General overview of emerging Technologies and cloud-based services.

Organisational Compliance:

• Ensure adherence to correct identification procedures and confidentiality of information that conform to the requirements of the Ecobank when accessing customer details.
• Ensure sound operational knowledge of Financial regulatory requirements including (but not limited to), Financial Services Act.

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Job Skills/Experience

• Ability to actively drive problems to resolution
• Ability to create and drive a strategy to address customer issues
• Ability to own issue resolution, root cause analysis and remediation
• Sound decision-making and critical thinking skills
• Time Management and prioritization skills
• Strong overall knowledge of browsers and internet technologies including web server technologies such as MS IIS, WebLogic, Java, ASP.NET etc
• Familiarity with any collections system accessed over the intranet and internet
• Familiarity with networking concepts and components (firewall, router, switch etc.)
• Familiarity with software development life cycle, code management concepts and release best practices.
• Familiarity with API and DevOps
• Understanding of database concepts and functions (e.g. MSSQL query)
• Knowledge of Microsoft Server Operating Systems (Windows Server 20XX), UNIX and LINUS
• Ability to develop a thorough knowledge of supported applications and an understanding of how application functionality relates to the underlying platform technologies.
• Awareness of Security issues on web-based applications.
• Ability to concisely document and communicate problem/resolution and information/action plans
• Demonstrate the ability to remain calm and professional at all times and especially in escalated situations.
• The ability to credibly communicate technical detail regardless of level of expertise.
• Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays may be required