Digital Experience Support at Bank Muscat

Vienna, , Austria -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Production Support, Test Management, Documentation, Customer Engagement, Issue Resolution, SLA Adherence, UAT Functional Testing, Sanity Testing, Communication Skills, Payment Process Knowledge, Collection Process Knowledge, Performance Metrics, MIS Reporting, Corporate Net Banking, H2H Integrations

Industry

Banking

Description

Job Title Digital Experience Support Department Transaction Banking – Digital Experience Reporting to Lead – Digital Experience Support Main Role (Overall Accountability): * Production Support for Corporate Digital Products * Test Management * Documentation Support Principal Accountabilities: * Engage with IB/B2B/RDC/Transaction Banking Customers for Production Support * Support Customers in identifying/resolving Production Issues within SLA * Customer Engagement through Calls/Emails/Virtual Meetings & Visits * Prioritize and/or escalate customer questions, queries, complaints and/ or requests as needed to the managers. * Management of Group Email for Daily queries/issues reported by Customers * Coordination with internal teams like branch staff, central operations, e banking COPS, IT and Vendors to ensure issue resolution/fixes happen within agreed SLA * We-Care/We-Assist Management * Prepare FAQs for frequent issues/queries * Adherence to governance and control framework of the department. * Working on any other additional task and responsibilities assigned towards smooth functioning of the department * Test Management * UAT Functional Testing for IB/B2B/Transaction Banking Projects /CR/ Enhancements * Sanity Testing for IB/B2B/Transaction Banking Projects /CR/ Enhancements in Production * Training Program * Complete all assigned HR trainings & learning tasks * Actively participate in all Internal Team Trainings * Self-Learning to enhance Customer communication skills * Work continuously on the skill development plan as prescribed Job Skill Requirements * Omani national only. * Educational Requirements: Bachelor’s degree in Computer engineering, or a related field. * Experience of 7-8 years in Banking. Online Banking experience will be added advantage * Knowledge of Payment & Collection Process * Proven work experience in Customer Support role * Understanding of performance metrics & MIS * Good communication skills * Willingness to work in a high performing unit Product Knowledge: * Experience in handling below Products will be preferred: * Infosys Corporate Net Banking * Intellect Collection and Liquidity Products * Experience of Customer to Bank H2H Integrations

Responsibilities

The main role involves providing production support for corporate digital products, managing testing activities, and supporting documentation efforts for Transaction Banking digital experiences. This includes engaging with customers to resolve production issues within service level agreements and coordinating with internal teams for fixes.