Digital Channel Manager 128 views

Reporting Relationships

Functional Accountability To: Head of Digital Innovation & Technology

Key Internal Stakeholders:

• Managing Director
• Head, Branch Management
• Head of Corporate Services

Job Purpose

Manage and grow digital channels, including mobile and internet banking, mobile money, wallet services and self-service account opening. Increase active use and revenue, improve access for underserved customers and maintain reliable services, sound transaction controls and timely customer support.

Key Responsibilities

Manage channel performance and customer adoption

• Track transaction volumes and values, active customers, fees and commissions by channel. Review performance against budget, forecast results and act on shortfalls.
• Work with branches and Customer Service to help customers register, complete their first transaction and continue using the service. Train frontline staff on onboarding, common transaction issues and escalation procedures.
• Use customer feedback and transaction data to identify where customers abandon onboarding or

• encounter repeated failures. Priorities                                                                                                                                                                                                                                                                                                                           improvements for women’s finance groups, rural customers and other underserved segments.
• Maintain a channel improvement plan covering customer adoption, service quality, revenue opportunities and approved expenditure.

Deliver new services and manage integrations

• Lead business delivery for approved initiatives, including self-service account opening, Wallet, bank-to-wallet and wallet-to-bank transfers, remittance payouts, and bill payments through Gamswitch.
• Coordinate with approved partners on requirements, testing, rollout and post-launch support. Track partner commitments, service levels and unresolved issues.
• Work with Credit, Operations and Technology to digitize disbursements and repayments for women’s finance.

• Lead business user acceptance testing. Check that successful and failed transactions, reversals, fees, customer notifications and ledger postings behave as expected before recommending a release for approval.

Oversee daily operations, reconciliation and settlement

• Monitor channel availability, failed and pending transactions, partner float and unresolved complaints. Assign each material issue an owner and deadline, and escalate outages or customer-impacting exceptions promptly.
• Ensure daily, weekly and month-end reconciliations are completed between RFS core banking general ledger accounts and the relevant mobile money, mobile banking, Gamswitch and wallet records. Track the value and age of breaks until closure.
• Work with Finance and Operations to settle partner balances on time, record fees and commissions accurately and keep floating within approved limits. Ensure adjustments, refunds and reversals follow approval and segregation-of-duties requirements.
• Coordinate customer communications and follow-up during service interruptions, delayed settlements and disputed transactions.

Maintain control, reporting and team readiness

• Maintain current operating procedures, escalation contacts and evidence of key controls. Work with Risk and Compliance to apply applicable Central Bank of The Gambia requirements and internal policies to digital onboarding, transaction limits, fraud escalation and customer data handling.
• Track corrective actions arising from internal control reviews, audits and regulatory examinations. Escalate overdue items and retain evidence of closure.
• Produce the monthly digital channels dashboard for management and provide accurate, timely input to quarterly Board reporting. Explain material variances, recurring issues and corrective actions.
• Set objectives for assigned staff, coach them on channel operations and controls, and arrange backup coverage for critical activities.

CONTRIBUTES TO:

 Contributory impact on:

• Financial inclusion and customer access, particularly for rural communities and women’s finance groups.
• Growth in active customers, digital transaction volumes, and channel fees and commissions.
• Reliable customer service, accurate settlements and protection of reputation.
• Frontline capability and timely delivery of digital initiatives.

KNOW HOW AND EXPERIENCE

• Bachelor’s degree in Banking and Finance, Business Administration, Information Technology or a related field, or equivalent relevant experience.
• At least five years of relevant experience in digital banking, mobile money, payments, fintech or microfinance, including responsibility for a channel, service or team.
• Practical experience in transaction monitoring, reconciliation, settlement, customer issue resolution and partner management.
• Experience defining business requirements, leading user acceptance testing or coordinating service rollouts. Familiarity with BankOne and The Gambia’s payments ecosystem is desirable.
• Strong analytical, reporting and communication skills. Proficiency in English is required. A Gambian language is an advantage.

How to Apply:

all applications and CV should be submitted in hard copy, addressed to the HR Manager, Reliance Financial Services,46a Kairaba Avenue.

Deadline: 27th November,2026.