Head Digital Platforms & Channels Support

Job description:

To implement new solutions, enhancements, and integrations while providing second-level support for all digital channel platforms, including Internet Banking, Mobile Banking, Agency Banking, USSD, and other self-service systems, ensuring high availability and consistent customer experience; enhance card and payment platforms while providing second-level support for ATM/POS switch systems, card production and card management systems (Debit, Credit, Prepaid, etc.), and integrations with national, regional, and international payment networks, including Visa, Mastercard, UnionPay (CUP), RuPay, and other payment schemes; to design, implement, enhance, and support integration platforms, APIs, Enterprise Service Bus (ESB), middleware, and microservices architectures to enable secure, reliable, and scalable integration between banking systems, channels, third-party providers, and partner ecosystems; to provide second-level operational support for platforms and integrations, manage incident resolution, problem management, performance monitoring, and ensure adherence to service levels, security standards, and business continuity requirements. Lead the strategy, roadmap, availability, performance, resilience, and continuous improvement of all digital banking channels, ensuring alignment with business goals and digital transformation objectives. Drive adoption, utilization, customer experience, and service performance across Mobile Banking, Internet Banking, Agency Banking, Merchant Portals, Corporate Digital Banking, Self-Service Platforms, and Open Banking services. Provide strategic oversight of card management systems, ATM and POS platforms, card production systems, and all debit, credit, prepaid, virtual, and digital card products. Lead integration and certification activities with card schemes, payment networks, national switches, and regional payment ecosystems. Ensure card and payment platforms remain secure, compliant, scalable, and capable of supporting emerging payment technologies. Oversee ESB, API Management, Open Banking, and enterprise integration platforms while promoting API-first architecture and reusable services. Establish integration governance standards and ensure seamless connectivity across core banking systems, enterprise applications, fintech partners, government platforms, and subsidiaries. Partner with business units, digital banking teams, product owners, and subsidiaries to deliver innovative digital products and enhancements. Drive the adoption of emerging technologies such as Embedded Finance, Digital Wallets, QR Payments, Instant Payments, and AI-enabled customer services. Lead proof-of-concepts and innovation initiatives that support business growth, operational efficiency, and customer value. Ensure 24×7 operational support, proactive monitoring, observability, incident management, service continuity, capacity planning, performance optimization, and resilience testing across all digital platforms. Lead and govern a portfolio of digital channel, card, and integration programmes, prioritizing initiatives based on strategic value, customer impact, risk, and benefits realization. Ensure compliance with SDLC, change management, release management, architecture standards, cybersecurity requirements, PCI-DSS, data protection regulations, card scheme rules, and Bank of Tanzania guidelines. Embed security-by-design principles across all solutions and proactively manage technology risks affecting customer-facing platforms and services. Manage strategic relationships with vendors, fintechs, service providers, and integration partners, ensuring effective SLA performance, service quality, and contractual compliance. Develop and manage CAPEX and OPEX budgets while driving cost optimization through automation, platform consolidation, service rationalization, and efficient technology investment utilization. Build and lead a high-performing team through effective performance management, capability development, succession planning, and a culture of innovation, accountability, continuous learning, and service excellence.

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