Manager, Channels Systems Support

MANAGER, CHANNELS SYSTEMS SUPPORT

Job Summary

The Manager, Digital Channels is responsible for the strategic management, availability, performance, security, continuous improvement, and growth of Equity Bank Rwanda's digital banking channels. The role provides leadership across the Bank's customer-facing digital ecosystem, ensuring that customers can securely and conveniently access banking services through mobile, USSD, internet banking, digital payments, merchant/acquiring, and other emerging digital channels. The Manager will work closely with Business, IT, Operations, Risk, Information Security, Finance, Compliance, Customer Experience, and external technology partners to deliver reliable, scalable, and customer-centric digital banking services. The position will play a key role in advancing Equity Bank Rwanda's digital transformation agenda, increasing customer adoption of self-service channels, migrating transactions from high-cost physical channels to digital channels, and continuously improving the customer experience.

KEY DIGITAL CHANNELS

The role will provide oversight and coordination for relevant Equity Bank Rwanda digital channels, including:

• Equity Mobile App
• Internet Banking
• Equity USSD
• Pay with Equity and merchant/acquiring channels
• POS and related payment channels
• Digital payments and interoperability platforms
• Digital APIs and third-party integrations
• ATM/self-service channels where applicable
• Emerging digital banking and financial technology channels

KEY RESPONSIBILITIES, SKILLS AND ACCOUNTABILITIES

Digital Channel Strategy

• Develop and execute the Bank's digital channel strategy in alignment with Equity Bank Rwanda's business strategy and Equity Group's technology-led transformation agenda.
• Define the roadmap for digital channel growth, modernization, and customer adoption.
• Identify opportunities to digitize existing banking products and services.
• Drive migration of appropriate transactions from branches and manual processes to self-service digital channels.
• Develop strategies to increase active digital users, transaction volumes, transaction values, and digital revenue.
• Benchmark the Bank's digital capabilities against leading banks and fintechs in Rwanda and the wider African market.
• Identify emerging technologies and digital banking trends that can improve customer experience, operational efficiency, and financial inclusion.

Digital Channel Operations

• Ensure high availability, reliability and performance of all digital banking channels.
• Establish and monitor channel availability and performance standards.
• Monitor transaction success rates, response times, system capacity and service availability.
• Coordinate incident management for digital-channel disruptions.
• Lead root-cause analysis and permanent resolution of recurring digital-channel problems.
• Establish effective escalation procedures for critical incidents.
• Ensure appropriate business continuity and disaster recovery arrangements.
• Coordinate planned maintenance, upgrades and releases while minimizing customer impact.

Customer Experience

• Own the digital customer experience across the Bank's digital channels.
• Monitor customer journeys and identify friction points affecting digital adoption.
• Use customer feedback, complaints, analytics and transaction data to improve digital services.
• Simplify digital onboarding, authentication, payments and transaction journeys.
• Work with Customer Experience and Business teams to ensure digital channels meet customer needs.
• Promote accessibility, usability and consistency across digital platforms.
• Develop initiatives that increase customer self-service and reduce dependence on branches and contact centers.

Digital Product Management

• Work with business units to translate business requirements into digital-channel solutions.
• Manage the digital product lifecycle from concept and requirements through development, testing, deployment, and post-implementation review.
• Prioritize enhancements based on business value, customer impact, risk, and technical feasibility.
• Maintain a digital-channel product roadmap.
• Coordinate user acceptance testing and business readiness for new functionality.
• Ensure proper documentation, training, and communication before new digital features are launched.

Technology & Integration Management

• Work closely with IT teams to ensure effective integration between digital channels, core banking, and supporting platforms.
• Oversee integration with payment switches, mobile network operators, fintechs, aggregators and other third parties.
• Ensure appropriate API governance and integration standards.
• Monitor interfaces and transaction flows between digital channels and back-end systems.
• Ensure digital solutions are scalable to support increasing transaction volumes.
• Participate in architecture discussions relating to digital banking platforms.
• Promote API-enabled, modular, and reusable digital capabilities.

Payments & Digital Transactions

• Provide oversight of digital payment journeys and transaction processing.
• Monitor payment success rates, reversals, failed transactions and customer-impacting exceptions.
• Work with relevant teams to improve payment reliability and turnaround time.
• Support interoperability initiatives involving banks, mobile money operators, payment schemes and fintechs.
• Ensure appropriate controls around digital transactions and payment processing.
• Support the growth of merchant and digital payment ecosystems.

Cybersecurity, Fraud & Risk

• Ensure digital channels comply with the Bank's information-security policies and regulatory requirements.
• Work closely with Information Security and Fraud teams to identify and mitigate digital-channel risks.
• Ensure appropriate authentication, authorization, transaction monitoring, and access controls.
• Monitor suspicious digital transactions and emerging fraud patterns.
• Ensure security requirements are incorporated into digital product development.
• Participate in vulnerability assessments, penetration testing, and security reviews.
• Ensure timely remediation of identified security weaknesses.
• Maintain appropriate controls for third-party digital integrations.

Regulatory & Compliance

• Ensure digital channels comply with applicable requirements of the National Bank of Rwanda and other relevant regulatory authorities.
• Ensure compliance with Bank policies relating to data protection, information security, customer identification, transaction monitoring and electronic banking.
• Support regulatory audits and examinations relating to digital channels.
• Ensure appropriate audit trails and transaction records are maintained.
• Implement agreed corrective actions arising from internal and external audits.

Vendor & Third-Party Management

• Manage relationships with digital-channel technology vendors and service providers.
• Ensure vendors meet contractual service-level agreements.
• Monitor vendor performance, availability, incidents, and service quality.
• Participate in vendor selection, due diligence, contract reviews and renewal processes.
• Ensure third-party integrations meet the Bank's security, architecture and operational standards.
• Manage escalations involving critical vendor incidents.
• Continuously assess opportunities to optimize vendor costs and service quality.

Data, Analytics & Performance Management Develop and maintain a digital-channel performance framework covering:

• Active digital customers
• Digital customer acquisition
• Digital transaction volumes
• Digital transaction values
• Channel availability
• Transaction success rates
• Failed/reversed transactions
• Average response time
• Digital adoption and usage
• Customer satisfaction
• Digital revenue
• Cost per transaction
• Digital migration from branches
• Incident volumes and resolution time
• Fraud and security incidents
• Vendor SLA performance
• Use analytics and dashboards to identify trends, customer behavior, and opportunities for improvement.

Projects & Digital Transformation

• Lead or participate in strategic digital banking projects.
• Manage digital-channel implementation projects from initiation through production deployment.
• Coordinate cross-functional project teams.
• Manage project risks, dependencies, timelines, and deliverables.
• Ensure appropriate testing and change-management processes.
• Conduct post-implementation reviews and ensure benefits realization.
• Support innovation initiatives involving fintech, AI, automation, APIs, and emerging payment technologies.

PEOPLE & LEADERSHIP

• Lead and develop the Digital Channels team.
• Establish clear objectives, KPIs and performance expectations.
• Build a culture of customer focus, innovation, accountability and operational excellence.
• Coach team members and develop digital banking capabilities.
• Promote collaboration between Technology, Business and Operations.
• Develop succession and talent-development plans for critical digital-channel capabilities.

KEY PERFORMANCE INDICATORS

1. Digital-channel availability and uptime.
2. Digital transaction success rate.
3. Growth in active digital customers.
4. Growth in digital transaction volumes and values.
5. Digital-channel customer satisfaction.
6. Reduction in digital transaction failures.
7. Reduction in channel-related complaints.
8. Incident resolution and mean time to resolution.
9. Achievement of digital transformation project milestones.
10. Digital migration from branches to self-service channels.
11. Compliance with agreed security and regulatory requirements.
12. Vendor SLA performance.
13. Digital-channel cost optimization.
14. Revenue and business growth generated through digital channels.

QUALIFICATION, SKILLS AND EXPERIENCE

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business Information Systems, or a related field.
• A master’s degree in business administration, Information Technology, Digital Transformation, or a related discipline is an added advantage.
• Professional certifications in areas such as ITIL, Project Management, Agile, Digital Banking, Cybersecurity, or related disciplines are desirable.
• 5 - 10 years of relevant experience in banking technology, digital banking, digital channels, payments, or financial technology.
• At least 3–5 years in a management or senior technical leadership position.
• Demonstrated experience managing digital banking platforms and customer-facing technology.
• Strong experience with mobile banking, internet banking, USSD, and digital payments.
• Experience managing banking integrations and third-party technology providers.
• Experience with digital-channel operations, incident management, and service availability.
• Experience in managing technology projects and digital transformation initiatives.
• Experience working in a regulated financial-services environment is strongly preferred.

TECHNICAL COMPETENCIES

Strong understanding of:

• Digital banking platforms
• Mobile applications
• USSD banking
• Internet banking
• Payment systems
• Card and merchant acquiring
• APIs and system integration
• Core banking integration
• Payment switches
• Digital identity and authentication
• Cybersecurity and fraud management
• IT service management
• Cloud and modern technology architectures
• Data analytics and digital-channel reporting
• Business continuity and disaster recovery
• Agile/product development methodologies

LEADERSHIP & BEHAVIOURAL COMPETENCIES

• Strategic thinking
• Customer-centric mindset
• Digital and technology leadership
• Strong analytical and problem-solving skills
• Decision-making and accountability
• Stakeholder management
• Vendor negotiation
• Communication and presentation skills
• Change management
• Innovation mindset
• Team leadership and coaching
• Ability to work under pressure
• Strong business and commercial acumen

If you meet the above requirements, submit your application by 17th September 2026. Please include an updated Curriculum Vitae, copies of the relevant certificates and testimonials.

All applications should be in soft copy and through the Link Indicated below, and only shortlisted candidates will be contacted:

Link: https://equitybank.taleo.net/careersection/ext_new/jobsearch.ftl

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values, and what they bring to the workplace.