Digital Banking Operations Specialist

Purpose

As a Digital Banking Operations Specialist you will be responsible responsible for managing and supporting the operational aspects of digital banking services, focusing on the smooth functioning of Bank’s digital channels, such as web, mobile, ATMs and APSs, while delivering excellent customer experiences and maintaining compliance with regulatory requirements.

What you will be doing

•     Track the operational performance of digital channels, contribute to the development of relevant metrics, dashboards, and reports, and provide recommendations for improvements.
•     Coordinate the preparation and timely submission of proposals for the approval of operational expenses related to the bank’s digital channels. Monitor budget consumption and implements actions to optimize and reduce expenses where necessary.
•     Monitor compliance with Service Level Agreements (SLAs) for outsourced services, ensuring performance standards are met.
•     Participate in managing incidents of malfunction or downtime in digital channels, prepare reports for internal stakeholders and supervisory authorities, and ensure efficient updates to customers.
•     Engage in audit and risk evaluation processes, coordinating the implementation of corrective actions.
•     Lead the investigation and resolution of escalated issues from key clients or cases unresolved by 1st and 2nd level customer support teams.
•     Assist in the investigation of significant fraud cases (high-value incidents or recurring patterns) and contribute to the design and implementation of response actions.
•     Collaborate with the Data Protection Officer (DPO) to investigate critical cases related to personal data protection (GDPR) and draft responses to customer or regulatory authority requests.
•     Address requests and issues raised by the Hellenic Bank Association (HBA), the Bank of Greece, or other supervisory authorities, ensuring compliance and prompt resolution.
•     Monitor changes in the regulatory framework and public-sector digital initiatives (eGOV, KYC, KYB, etc.), represent the Digital Banking Business Area in bank-wide discussions, and coordinate actions to align with new developments.
•     Manage the design, evaluation and redesign of processes related to digital channels, including Customer onboarding through branches, telephone Customer support, and the preparation of Customer contractual documents (e.g., e-banking Terms and Conditions).

What you need to have

•    Bachelor’s degree in engineering or finance
•    A Master’ s degree in related field is preferred.
•    At least four (4) years of working experience in banking operations, digital services or related field. 
•    Experience in managing web/mobile banking platforms, mobile apps, or digital payment solutions is highly desirable.
•    Strong communication and collaboration skills.
•    Solid analytical thinking and creative problem-solving skills.
•    Attention to detail. 
•    A Customer-centric mindset and a passion for improving Customer experiences. 
•    Proficient use of the MS Office suite (especially Excel and PowerPoint).
•    Excellent command of the English and Greek languages (written and spoken).