Project Manager (Banking)

Drive the banks digital growth by leading the strategy, development, and performance of mobile banking platforms. Ensure seamless customer experience, innovation, and alignment with business goals to increase user engagement, revenue, and operational efficiency.

Job Responsibilities

• Handle incoming customer inquiries and requests via phone, email, and chat.
• Provide clear and concise explanations of our digital banking features and services
• Troubleshoot and resolve customer issues related to online banking, mobile apps, and other digital channels.
• Assist customers with account inquiries, transactions, and password resets.
• Diagnose and resolve technical issues related to our digital banking platform.
• Provide guidance and support to customers on using our online banking features.
• Assist customers with troubleshooting browser compatibility and device issues.
• Accurately document customer interactions and resolve issues within established service level agreements.
• Escalate complex issues to higher-level support teams as needed.
• Contribute to process improvement initiatives to enhance customer experience.
• Strive to provide excellent customer service and build positive relationships with customers.
• Resolve customer issues promptly and effectively.
• Ensure customer satisfaction through proactive problem-solving and follow-up.

Qualifications

• At least 5 years in a senior digital leadership role.
• Proven track record in launching or managing mobile banking platforms.
• Led cross-functional teams and managed third-party vendors for digital delivery.
• Familiarity with banking regulations (e.g., AML, KYC, PSD2) and cybersecurity.
• Managed teams of 10+ in digital or tech environments.