ATM/POS Analyst Zambia National Commercial Bank Plc

JOB PURPOSE

The Role is responsible for Coordination and Implementation the overall functions of Postilion Switching Suite with focus on ATM/POS support in order to improve the Bank wide Customer Experience in offering state of art Postilion Switching Suite through ATM/POS support while innovating new Solutions for improved Customer traction and experience as well as ensure that the Bank’s Business Strategy is achieved. Its Core Objectives is to continuously improve the Postilion Switching Suite through ATM/POS support environments and capabilities through monitoring, whilst also focusing on innovating new solutions and ensuring adherence to Budget and Performance. Further, the role will ensure adherence to the ATM/POS support Policies, Procedures and Processes that will drive a customer experience culture across the division and the Business as a whole.

The responsibility oversees the enhancements and enforcement of all Information Technology Postilion Switching Suite through ATM/POS support across the entire Bank and that the Business is aligned and adheres to through ATM/POS support Policies, Processes, Procedures and Internal Controls that will drive the entire Postilion Switching Suite culture across the Division and the Business as a whole to assure compliance with applicable Regulatory and Legal requirements as well as Best Practices.

JOB RESPONSIBILITIES

ATM/POS Support:

• Coordination and Implementation of ATM/POS Policies, Procedures and Processes and ensuring that they are all fully documented and approved by all internal and external stakeholders.
• Ensuring that the ATM/POS enhancements and Performance improvements align with Bank’s Strategic objectives and goals.
• Engagement and Implementation of agreed Service Level Agreements (SLA) availability for all Postilion SwitchingSuite with focus of all ATM/POS.
• Support of all ATM/POS Incidents and ensuring that problem resolution for issues logged through the 1st and 2nd line Support for all ATM/POS Support Systems are promptly done.
• Provision of support and advise to the Business on requirements that have a direct impact on ATM/POS.
• Conduct Critical analysis and follow-ups on logged issues to Visa, MasterCard, Altech, ATM/POS and SysAid with Internal and External Management Teams.
• Support ATM/POS that provide and support all Payment Integration Solutions with both Internal and External customers and stakeholders.
• Coordination and Support of ATM/POS Audits in relation to current Processes, Policies and Procedures in order to monitor and improve efficiency and ensure compliance of Postilion Switching Suite Platforms.
• Conduct and support ATM/POS configuration and support.
• Conduct Critical analysis and follow-ups on logged issues ATM/POS Management with Internal and External Management Teams.
• Provision of Postilion SwitchingSuite first level support and guidance to End Users in the use of Information and Communication Technology and provide feedback to them using Specialist Skills, Training and Experience.

• Day to day engagements with Vendors of ATM/POS and Software.
• Ensure that activities are performed in due time and at the expected level of quality.
• Ensuring agreed SLA availability for the following systems; ATM/POS, Visa Settlement System (Edit package).
• Provide support and advise to the business on requirements that have a direct impact on Technology Applications in relation to ATM/POS Platforms.
• Support all ATM/POS in relation to setups in line with the Business requirements.
• Escalate outstanding cases to relevant Information Technology Units or Vendors for 3rd line level support.
• Conduct scheduled Applications End User Training or as requirement and in line with Training Policy.
• Ensuring that the required Documentation for the different ATM/POS Platforms for Information Technology Operations is adhered to.
• Review and Interpretation Operational Data to assess need for procedural revisions and enhancements as well as participate in the Design and Implementation of core specific Systems to enhance Revenue and Operational efficiency.
• Monitoring of ATM/POS Platforms Availability and compiling Availability Statistics.
• Provision of Support to assigned Projects relating to ATM/POS Platforms.
• Provision of support on System Business Continuity and Information Technology Disaster Recovery in relation to ATM/POS Platforms at least twice a year.

Risk Management:

• Evaluate risk likelihood and impact and prioritize them for analysis and response planning.

• Ensure that all risks applicable to any area is identified, assessed, reported and captured in the Risk Register.
• Ensure accurate and complete reporting of risk events within the stipulated time line (i.e. 7 calendar days).
• Ensure all emerging risks are reported and mitigating factors put in place.
• Identify, monitor and report Key Risk Indicators (KRIs) in respective unit/department.
• Ensure to operate within the given risk appetites and report any breaches promptly.
• Implement and Close all Audit recommendations, identified control weaknesses from Risk and Control Self- Assessment (RCSAs), Consultancy Reports or Customer Complaints and Risk events.
• Participate in the annual review of Procedure Manuals when requested.
• Ensure familiarization with and adherence to the Zanaco Enterprise Risk Management framework and participate in Risk Management Trainings organized by Integrated Risk Management (IRM) Unit.

QUALIFICATIONS/EXPERIENCE

Education:

IT or IT related Degree,

Professional: As required by Function

Minimum Experience: 2-4 years working experience in IT technology in Banking, Certifications Required: ITIL, COBIT 5, Prince 2

• Database Management Language skills especially in MS SQLand Oracle.
• Operating System management; Windows Operating system, Linux operating Systems
• Knowledge of ISO 8583 message exchange

COMPETENCIES & PERSONAL ATTRIBUTES

• Excellent Communication, Presentation and     Reporting skills.
• Ability to understand complex database systems.
• Excellent Systems analytical skills a must
• multi-talented and ability to multi-task effectively and efficiently
• Self-starter and able to understand priorities with little supervision
• Technical, logical thought process
• Problem-solving skills
• Ability to stick to strict deadlines
• Clinical and attentive to detail
• Must aspire to a culture of Service Excellence
• Research/ Information gathering skills
• Networking Skills