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Officer - Internet & Mobile Banking

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Banking/Financial Services
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Career Level:
Entry Level
Minimum Experience:
1 Year
Apply By:
May 15, 2019
Posted On:
May 6, 2019
Job Description

Job Objective

Responsible for effectively managing the mobile and internet banking channels at KMBL.

Key Responsibilities

1.            Product Management

•             Monitoring fee recovery (issuance and renewal) in line budgeted targets.

•             Conversion of registered customer base into active customers with support of activation and awareness campaigns & introduction of incentives (unique logins, financial and non-financial transactions)

•             Reduction & management of customer churn.

•             Design offerings that allow payments across billers.

•             Add feature / offerings to mobile app that facilitates payments, set alerts, manage budget etc. 

•             Develop product profitability forecast for the next year.

•             Regularly monitor revenue and budgets.

•             Manage product enhancements / ambiguities based on continuously evolving requirements of the bank with external third party service providers includes creating new functionalities.

•             Managing and designing promotional activities and processes around these promotions.

2.            Customer Service and Process Improvement

•             Manage channel complaints for resolution within defined TAT.

•             Monitor and ensure that the overall transaction rejection rate is below 2% monthly.

•             Conduct comprehensive product related training on a regular basis.

•             Liaison with branch staff for product information update.

•             Develop and improve processes of providing improved customer convenience.

3.            Vendor Management

•             Prepare business requirement documents, give feedback system integration testing, conduct user acceptability testing and have system level changes made via raising change request to the respective vendors (internal and external).

•             Manage project documentation and work closely with IT technology, Retail and other cross functional teams to maximize service uptime for customers.

•             Give feedback to vendor on technical designs. 

Knowledge, Skills, Abilities & Other attributes


•             Preferably a Bachelors in Business Administration or Finance from an HEC recognized / overseas university.

Skills, knowledge and other attributes:

•             Thorough knowledge of bank policies, procedures, products and service particularly on internet & mobile banking.

•             Show sound judgement in problem resolution and make decisions that comply with bank policies and procedures.

•             Excellent understanding of internet banking process.

•             Good understanding of mobile apps usage & development for Banking. 

•             Must be a team player.

•             Proficient in MS Office Suite

•             Exhibits and upholds KMBL’s values and social performance objectives.

Duration and Nature of Previous Experience:

•             At least 1-year experience in handling Internet and Mobile Banking Platforms.

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