Manager, Digital Channels & Support Full Time NEW

Purpose of the Job: Maximize channel uptime, technical reliability, and customer-facing service availability across the Bank’s entire ATM estate, POS/QR networks, mobile banking application, USSD platform, and corporate internet banking portal.

Generic Functions:

• Develop, review and implement policies & procedures, plan /budget of the division
• Demonstrate the Bank’s code of conduct, culture, and ascertain that subordinates abide by same
• Cultivate a working environment that promotes teamwork, collaboration, and transparency among staffs
• Provide services as per the service level agreement, follow- up & monitor subordinates to do the same
• Mentor and coach subordinates towards effective career development
• Adhere to internal control system, risk management program of the Bank and NBE’s Directives, rules and regulations
• Evaluate the periodic performance of his/her subordinates

Specific Functions:

• Direct end-to-end operational health management of the Bank’s ATM estate, POS device network, QR-code platforms, mobile banking apps, USSD channels, & internet banking portals
• Define and enforce channel availability SLAs, holding technical teams accountable for proactive monitoring, rapid incident response, and systematic root cause elimination
• Approve and oversee deployment of firmware updates, security patches, EMV software upgrades, and OS changes across all physical terminals and digital application servers
• Lead technical onboarding for new ATM sites, POS merchant deployments, and corporate internet banking clients, ensuring all configurations meet the Bank’s technical standards
• Manage vendor relationships with ATM hardware suppliers, POS manufacturers, USSD gateway providers, and internet banking vendors enforcing contractual SLAs
• Report weekly channel performance dashboards to the Director covering uptime rates, authorization success rates, and open incident volumes
• Lead post-incident reviews for all major outages, producing written root cause analysis reports and implementing permanent corrective actions
• Coordinate with the Quality Assurance Manager for periodic penetration testing and security assessments of all digital channels

• Qualification: MSc/BSc in Information Technology, Computer Science, Electrical Engineering, or Telecommunications.
• Experience: Seven/Nine 7/9 years of relevant Banking technology or digital channel operations of which Two/2 years as Senior or Equivalent position in managing ATM networks, POS fleets or digital banking application support position.

Additional Requirements:

• Certifications: ITIL v4 Foundation or higher, CompTIA Network+ or equivalent, PCI-DSS Awareness Certification, ATM/POS Vendor Certification (e.g., NCR, Diebold)-advantageous.

Technical Skills: ATM operations, network monitoring tools, and terminal management, ISO 8583 messaging, Remote Key Injection (RKI), and EMV terminal configuration, Mobile/internet banking platforms and USSD gateway administration, Application performance monitoring (APM) tools

Behavioral Competencies: Highly analytical with a proactive monitoring mindset, Strong vendor management and SLA enforcement skills, Ability to lead technical teams under high-pressure incident conditions, Clear communicator of technical issues to non-technical stakeholders.

• Female applicants highly encouraged
• Only shortlisted candidates will be communicated
• Hard copy or physical applications will not be accepted
• The Bank has the right to cancel the post advertised

How To Apply

Interested applicants fulfilling the above requirements are invited to apply within five (5) Consecutive days from July 09, 2026 to July 13, 2026.

https://vacancy.amharabank.com.et/Vacancy/IVacancyDetail