1. Channel Delivery & Release Management
Own the MB and IB release calendar: scope, readiness, go/no-go and post-release verification.
Run SIT and UAT coordination with Product, business users and the backend and integration team; sign off channel readiness.
Manage App Store and Google Play release operations, including submissions, review issues, staged rollout and rollback plans.
Make sure every release has a tested rollback plan and documented release notes.
Track delivery against plan and raise schedule, scope or quality risks early, with options.
2. Day-to-Day Channel Operations & Service Health
Act as the single front door for MB and IB issues: triage, assign, follow up and close.
Coordinate production incidents on the channels with Operations, providers and the backend and integration team; lead communication and post-incident reviews.
Monitor channel health (availability, login and transaction success rates, crash rates, app ratings, customer complaints) and act on trends.
Maintain operational runbooks, support procedures and channel configuration records.
3. Provider Management
Manage technology providers for MB and IB: maintain the provider issue log, chair the weekly provider call and enforce agreed SLAs.
Validate provider deliverables against written acceptance criteria before acceptance and milestone payment.
Review provider change requests and man-day estimates with technical leads before approval.
Escalate SLA breaches through the agreed escalation path, with evidence.
4. Product & Stakeholder Collaboration
Work with Product Owners to turn business requirements into a prioritized, delivery-ready channel backlog.
Coordinate with Card, Payments, Operations, Customer Service and Marketing on channel changes and launches.
Provide clear weekly status to management: delivered, at risk, blocked and decisions needed.
5. Security, Risk & Compliance
Coordinate remediation of vulnerability assessment and penetration test findings on MB and IB, tracking each to closure with the right owner.
Ensure channel changes follow change management, segregation of duties and NBC Technology & Cyber Risk Management Guidelines (TCRMG).
Support internal and external audits with release, change and incident evidence.
6. Team Leadership
Lead, coach and evaluate channel officers; set clear priorities and ownership.
Make sure every critical channel task has a trained backup, with no single person holding knowledge of a platform alone.
Build a documentation and knowledge-sharing culture within the team.
7. Continuous Improvement
Improve release speed, quality and customer experience using data from incidents, complaints and app reviews.
Contribute channel requirements to new digital products and future channels as the bank's digital platform grows.
Other tasks assign by Line Manager.
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English
日本語
