وصف الوظيفة
Role Overview
Digital Support, Senior Engineer at Masterworks. Location: Client Site.
Role Purpose
Support the operations of corporate digital channels and digital products within the Digital Banking department, acting as the primary point of contact for operational issues affecting business and customers. Partner with IT Application Support to accelerate issue investigation, analysis, and resolution, ensuring smooth and reliable digital banking operations through strong ownership, structured workflows, and effective cross-team collaboration.
Key Responsibilities
Operations & Support
- Support the operations of corporate digital channels and digital products within the Digital Banking department.
- Partner with IT Application Support to expedite issue investigation, analysis, and resolution.
- Provide daily coverage for operational issues.
- Serve as the primary point of contact for operational issues, providing timely support to the business.
- Provide effective and timely customer service, resolving problems within given authority and escalating appropriately when required.
Process & Workflow Design
- Design and maintain workflow processes for banking operations.
- Take necessary measures to ensure smooth and consistent support delivery.
Issue Management & Analysis
- Proactively identify and resolve issues related to customer complaints connected to the Digital Banking department.
- Prepare accurate and timely reports on issues and resolutions, including proper root-cause analysis and recommendations.
- Collaborate with the Digital Banking Services (DBS) team to develop and implement best practices for banking operations, including issue reporting to IT and root-cause investigation.
Qualifications & Experience
- Bachelor's degree in Information Technology or a related field.
- Familiarity with corporate banking products, services, and operations.
Skills & Competencies
- Strong leadership skills with the ability to guide and influence cross-functional teams.
- Strong sense of ownership and accountability for outcomes.
- Proven ability to work effectively as part of a team.
- Self-motivated with the ability to work independently.
- Ability to maintain focus and composure under pressure.
- Strong multitasking abilities across concurrent priorities and issues.
- Excellent judgment and decision-making skills.
- Fluent in both Arabic and English (spoken and written).
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