POSITION DESCRIPTION
The Senior will be responsible for overseeing digital product support and communication, including coordinating digital product incident resolution, driving user experience improvements through product and internal operational process initiatives, coordinating product communications with IT and Marketing teams, and co-leading stakeholder engagement to provide digital product training for internal staffs.
DUTY & RESPONSIBILITY
- Ensure digital product issue information is collected, captured, managed and, tracked
- Validate digital product issue information are understood and reported to related to stakeholders.
- Identify opportunities to improve customer and internal user experience across digital products and related operational processes.
- Monitoring recurring user issues, feedback, operational pain points, and service gaps to identify improvement opportunities.
- Coordinate digital product-related communication and announcements with IT, Marketing, Operations, and other relevant stakeholders.
- Translate technical or product changes into clear and practical communication for internal users and business teams.
- Support communication for product releases, system changes, maintenance, incidents, new features, and operational updates.
- Input and generate report of all feedbacks and issue happening after Product deployment and report to head department
- Follow up on agreed actions, timelines, dependencies, and deliverables across teams.
- Create follow up and check list of pending issue and report to line manager and head department
- Oversee end-to-end product issue management and operational support across digital platforms, including: Mobile Banking Application (Including Back Office), Corporate Internet Banking (Including Back Office-Max BankFlex), Soft Token (Backend Office -Axiom System), Internet Banking (Backend Office – SEMS), Merchant Payment Portal, App/Merchant Transaction.
Digital Product Training:
- Co-lead digital product training initiatives for internal staff in collaboration with relevant stakeholders.
- Coordinate with Digital, IT, Operations, Learning & Development, and business teams to identify training requirements.
- Support the development and maintenance of training materials, product guides, FAQs, knowledge-sharing content, and assessments.
- Facilitate or support training sessions for branches, frontline staff, and relevant Head Office teams.
- Promote consistent understanding of digital products, key features, operational procedures, and issue-handling processes across internal teams.
- Gather training feedback and identify knowledge gaps for continuous improvement.
Act as the primary operations owner for digital product issues across frontend & backend systems, and coordinate with diverse IT teams, CTG, and operations teams to:
- Investigate incidents and root causes
- Track resolution timelines
- Prevent recurring system issues
Continuous Improvement & Operational Readiness
- Monitor and identify gaps in processes, systems, and training
- Able to have new initiative to propose for next implement improvements to enhance: platform stability, operational efficiency, and user satisfaction
Cross-Functional / Stakeholder Coordination
Serve as a central coordination point among:
- Digital Division
- IT (CBS, DevOps, E-Banking, Helpdesk)
- Centralize Operations (CSC, POC, Settlement, Reconciliation & Dispute)
- Business Units
- Branch Network
Provide structured updates on:
- All Digital Channel Platform issues (per listed the above)
- Operational risks related all digital frontend and backend products
- Internal staff user experience gaps
- Support ongoing digital transformation initiatives across the Bank
Merchant Platform Operations
- Oversee operational support for merchant digital solutions, including: Merchant App and Payment Portal
- Oversee end-to-end resolution of merchant product issues, ensuring timely escalation, root cause check, and keep updating status till close.
- Ensure clear reporting of issues, including impact assessment and resolution timelines
- Support to communicate for merchant platform updates (internal related staffs only), including new features, issue announcements, and resolutions
- Other tasks will be assigned by line manager and head department.
QUALIFICATION
- Bachelor’s degree in Business, Project Management, or a related field.
- Proven experience in project management, preferably in a digital environment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in project management software and digital tools.
- Knowledge of Agile methodologies.
- Ability to work in a fast-paced, dynamic environment.
This role is essential in facilitating collaboration across the digital division and driving the success of digital initiatives in alignment with the broader strategic goals of the organization.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
