Channels Operations Analyst

Job Description

Job Purpose

• Drive product analysis and performance optimization for Digital Banking products (e.g., mobile banking, internet banking, APIs, digital channels).
• Translate digital customer needs into data-driven insights and product improvements
• Main point of reference for technical requirements regarding Digital.
• Main point of contact during projects and system upgrades.

Key Accountabilities

Business – 60%

• Translate business and customer requirements into digital product features and user stories.
• Define and track digital product KPIs (adoption, active users, transaction success rate, drop-offs).
• Analyse customer journeys across digital platforms to identify friction points.
• Support product roadmap development for digital banking platforms.
• Perform post-release analysis and recommend continuous improvements.
• Collaborate with IT, UX and business teams to prioritize enhancements.
• Conduct cost-benefit and impact analysis for digital initiatives.
• Day to Day first line support of the users on Digital Channel issues.
• Housekeeping Digital Channels (SMS purchase)
• DR site support and schedules BCM testing.
• UAT for new products/systems.
• Training the users on new and existing Digital systems.
• In conjunction with Supplier Manager, act as the primary relationship interface to the supplier, acting as the escalation point in dealing with the supplier issues, Managing Accountable Executive relationship / signoffs through regular MI, reporting and tracking of issues under suppliers.
• Keep abreast of Information Communications and Technology Applications, Hardware and Software products and services developments.
• Perform User Acceptance Testing (UAT), regression testing, and quality assurance for new product releases and system enhancements.

Reporting and Data Management - 30%

• Analyse behavioural data (user flows, drop-offs, engagement).
• Segment customers and generate insights.
• Perform A/B testing and experiments.
• Provide data-driven recommendations for digital growth.
• Forecast trends (usage, volumes, adoption).
• Build dashboards tracking digital product usage and performance.
• Convert data extracts from various sources into relevant information with relevant reporting tools (Excel, Power Point and Word) that enable reporting as required. This includes compiling management information (MI) and any other ad-hoc queries while adhering to agreed deadlines
• Adhere to the core data governance disciplines as defined by the business unit when performing business intelligence activities. This includes data quality management, information lifecycle management and information security and privacy
• Develop a standard reporting framework to fulfil requests and ensure proper change control for auditability.
• Maintain all existing reports with standard reporting tools to ensure relevance for decision making and sound data governance practice.
• Actively engage with stakeholders through formal and informal meetings to be fully involved in the development process and delivery of MI reporting solutions
• Take part in pre-defined forums and committees to stay abreast with latest developments.
• Conduct integrity checks both when developing new reports and executing existing scripts to ensure correct data is incorporated into the reports and all data quality principles are adhered to.
• Escalate data quality and governance issues identified to the appropriate line manager.

Controls Objective- 10%

• Ensure digital analytics comply with data privacy and governance standards.
• Monitor risks related to digital products and customer experience.
• Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture.
• Understand own role in the end-to-end processes in which I play a part including applicable risks and controls.
• Adhere to Absa policies and procedure applicable to own role demonstrating sound judgment and responsible risk management.
• Report all risk events/incident/issues using the defined process for my business area and help to understand why these happened and how to prevent them in future.
• Proactively look for ways to improve the control environment by considering what could go wrong in the processes I operate and how errors could be prevented.
• All mandatory training is completed by the deadline.
• Proactively look for ways to increase use of automated controls and create a balance between preventative and detective controls.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Help the business run in an efficient manner by eliminating bad costs while optimizing good costs spend, through proactive initiatives to support the same.

Preferred Qualification

• Bachelor’s degree or equivalent.

Preferred Experience

• Banking systems knowledge.
• Project management experience
• Experience in digital banking product analysis, data analytics, or product management.
• Digital banking operations experience.
• Quality assurance and UAT testing.

Knowledge and Skills

• In-depth knowledge of Absa product processes, procedures, and operational frameworks
• Strong technical understanding of IT systems, architecture, and integrations
• Solid grasp of end-to-end workflows and process optimization
• Proven experience in systems implementation and development
• Proficient in Absa UAT environment, including test execution and validation.