Innovation and Service Coordinator at Zambia National Commercial Bank Plc

Innovation & Service Coordinator

As an Innovation & Service Coordinator, this role typically involves overseeing and managing the development and implementation of innovative service solutions for Digital Banking. This involves working closely with various departments within the organization to identify areas where services can be improved, or new services can be developed.

Responsibilities include:

1. Manage and coordinate tests for all digital banking channels and services.
2. Lead cross functional team in the delivery of innovative products.
3. Researching and identifying new service opportunities: This involves conducting market research, analyzing customer feedback, and keeping up to date with industry trends.
4. Coordinating with various departments: Work closely with departments such as marketing, product development, and customer service to develop and implement new service solutions.
5. Developing and implementing new service solutions: This involves engaging various stakeholders in developing new service offerings, improving existing services, or identifying ways to streamline service delivery.
6. Report, Monitor and evaluate digital service performance: Responsible for tracking service performance metrics, such as customer satisfaction on digital channels and service efficiency, and using this data to make continuous improvements.
7. Training and educating users: Responsible for training and educating employees on new service offerings and service delivery processes.
8. Review industry ecosystems to identify opportunities for innovation and competitive advantage on digital channels.

Overall, this role as an Innovation & Service Coordinator is aimed at leading innovative solution within ZANACO and ensuring that the services offered meet the needs of customers and the business.

The other focus areas that form part of the day to day are as shown below:

1. Requirements gathering across business units.
2. Log Project Requests
3. Track and report on project Deliverables
4. Perform, coordinate and support SIT/UAT for all initiatives and changes.
5. Perform and coordinate sanity and production tests for all changes and initiatives.
6. Daily channel and service support (production services)
7. Management Fee Collection (Monthly)

PRODUCTION SUPPORT

Ensure all issues raised by the sales team are logged in with IT and ensure any downtimes are reported to the sales team.

1. Sales Team reports any challenges.
2. Collect the issue and validate it with IT Support
3. If Issue is persistent Log the issue on Marvel or any issue logging system
4. Once Issue is resolved communicate with the sales team
5. IT Report of downtime on the system
6. We ensure this is communicated to the Sales Team.

Qualifications

1. 2 to 5 years’ experience in Software development, innovation, digital payments and transformation, business analysis and project management.
2. BSc Computer Science, IT or any business & technology degree.
3. Show proficiency in SQL, MS Excel, programming and MS Power-point.