E-Channel Officer

Role overview

The E-Channel Officer supports the bank’s alternate delivery channels team with day-to-day operational and technical coordination. The position helps manage customer and internal queries, monitors how digital banking products are used, troubleshoots issues within assigned authority, and supports testing, training, reporting, and project execution for e-banking services.

Key responsibilities

• Support the Alternate Delivery Channels unit with operational, technical, and administrative tasks.
• Assist the manager by handling customer and internal staff requests through phone and email.
• Track product performance and system activity, and resolve issues within delegated authority.
• Coordinate system testing, user acceptance testing, live testing, and post-implementation review.
• Help train bank employees on internet banking, bill payment, mobile banking, and other electronic services.
• Prepare reports, correspondence, meeting notes, and project documentation.
• Act as a liaison between IT, users, legal, marketing, and Shariah teams on e-banking matters.
• Raise and monitor helpdesk tickets for production incidents and unresolved technical issues.
• Follow up on bug fixes, enhancements, and IT requests until completion.
• Review and coordinate new e-payment service agreements and related approvals.
• Manage fraud-related complaints and support complaint resolution handling.
• Represent the bank in electronic crime matters involving police and judiciary authorities.
• Oversee electronic marketing activities such as SMS, email, and other digital customer touchpoints.
• Maintain records and filing for project-related documents and updates.
• Carry out other tasks assigned by the line manager to support implementation and delivery.

Channel and project scope

The role covers support for internet banking, mobile banking, SMS banking applications, and e-statement services. It also includes participation in new projects, functional requirement gathering, policy and procedure updates, and communication of system changes across departments.

Requirements

• Bachelor’s degree in any discipline.
• Minimum 7 years of banking experience.
• Strong computer skills.

People and training responsibilities

• Plan, schedule, and coordinate staff training with managers.
• Create training material and supporting tools for e-banking services.
• Answer staff questions related to the use of digital banking platforms.
• Prepare training plans for new products and enhancements for relevant teams.

Additional information

Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates. Employment is full-time and onsite. The posting does not specify salary, number of vacancies, start date, or contract duration.