Job Description

1. POSITION SUMMARY

The Digital Operations Officer is responsible for the day-to-day operational support and monitoring of the Bank's digital banking services, including digital client onboarding, KYC monitoring, transaction monitoring, customer queries and complaints, transaction reconciliation and settlement, user acceptance testing (UAT), and operational reporting.

The position ensures that digital transactions and customer requests are processed accurately, securely, efficiently, and in accordance with the Bank's policies, procedures, service standards, applicable regulatory requirements, and customer protection principles.

The position serves as a key coordination point among Digital Banking/Operations, Compliance, IT, Finance, Customer Service, Risk Management, and external service providers to ensure the reliable delivery of digital banking services.

2. ORGANIZATIONAL RELATIONSHIP

Reports to:

Digital Operations Head and Transaction Banking Head

Coordinates with:

• Branch Operations Head and Branch Personnel
• Compliance and AML/CFT Officer
• Risk Management
• Information Technology / IT Support
• Finance and Accounting
• Customer Service
• Internal Audit
• Product Management
• Payment/technology service providers and other authorized third parties

3. DUTIES AND RESPONSIBILITIES

3.1 Digital Client Onboarding and KYC Monitoring

• Process and monitor digital account applications and client onboarding activities.
• Review completeness of customer information and supporting documents in accordance with Bank-approved KYC requirements.
• Monitor the status of digital onboarding applications, including pending, approved, rejected, and escalated applications.
• Coordinate with Compliance for KYC exceptions, enhanced due diligence, suspicious indicators, or other accounts requiring further review.
• Monitor customer information and account records for completeness and accuracy.
• Ensure that digital onboarding procedures are properly documented and supported by an adequate audit trail.
• Escalate unusual or potentially fraudulent onboarding activities in accordance with Bank procedures.

3.2 Digital Transaction Monitoring

• Monitor digital banking transactions for unusual, erroneous, duplicate, failed, or potentially fraudulent transactions.
• Review transaction alerts and coordinate with Compliance, Fraud Management, or appropriate personnel when escalation is required.
• Monitor transaction limits, velocity controls, unusual transaction patterns, and other applicable operational parameters.
• Ensure appropriate action is taken on transactions subject to review, blocking, reversal, or investigation.
• Maintain records of transaction exceptions and actions taken.
• Assist in monitoring compliance with applicable transaction processing rules and Bank-approved controls.

3.3 Customer Queries and Complaints Handling

• Receive, document, monitor, and coordinate resolution of customer queries relating to digital banking services.
• Resolve escalated customer concerns involving account access, digital enrollment, transactions, payments, transfers, statements, and other digital services.
• Ensure complaints are properly categorized, logged, assigned, and tracked until resolution.
• Coordinate with the appropriate unit for technical, transaction, fraud, compliance, or account-related concerns.
• Monitor complaint turnaround times against established service standards.
• Escalate unresolved, high-risk, recurring, or regulatory-sensitive complaints to the appropriate officer.
• Identify recurring customer issues and recommend improvements to digital processes and services.
• Maintain accurate records of customer communications and resolutions.

3.4 Transaction Reconciliation and Settlement

• Perform daily reconciliation of digital banking transactions against core banking, payment, settlement, and accounting records.
• Reconcile transactions involving, as applicable, InstaPay, PESONet, QR Ph, bills payment, mobile load, fund transfers, and other digital services.
• Identify unmatched, failed, duplicated, reversed, or outstanding transactions.
• Investigate reconciliation differences and coordinate with IT, Finance, Operations, and service providers for resolution.
• Monitor settlement positions and ensure that settlement-related exceptions are promptly escalated.
• Prepare daily reconciliation and settlement reports.
• Ensure appropriate documentation and audit trails are maintained for adjustments and corrections.
• Assist in the timely resolution and posting of approved transaction reversals and adjustments.

3.5 UAT and New Digital Service Implementation

• Participate in the User Acceptance Testing (UAT) of new digital products, services, system enhancements, and transaction features.
• Prepare or assist in preparing UAT test scenarios and test cases covering normal, exception, error, reversal, and reconciliation conditions.
• Validate end-to-end transaction processing from customer initiation through core banking, payment processing, settlement, and reporting.
• Document UAT results, defects, exceptions, and recommendations.
• Coordinate with IT, vendors, and product owners on resolution of identified issues.
• Conduct retesting following system fixes or enhancements.
• Confirm that operational procedures, reports, controls, and customer communications are ready before implementation.
• Recommend go-live readiness or identify outstanding issues requiring resolution prior to deployment.

3.6 Digital Operations and Service Monitoring

• Monitor the availability and operational performance of digital banking services.
• Track failed, delayed, pending, and rejected transactions.
• Monitor service interruptions and coordinate incident escalation.
• Assist in implementing approved contingency and offline transaction procedures.
• Maintain operational logs for significant system incidents and service disruptions.
• Ensure that operational activities are performed in accordance with approved SOPs and service-level standards.

3.7 Management Reporting

Prepare accurate and timely reports for Management covering, as applicable:

• Digital account onboarding volumes;
• KYC/onboarding exceptions;
• Digital transaction volumes and values;
• Failed and rejected transactions;
• Transaction monitoring alerts;
• Fraud-related incidents and escalations;
• Customer queries and complaints;
• Complaint resolution and turnaround time;
• Reconciliation exceptions;
• Settlement discrepancies;
• System downtime and service interruptions;
• UAT results and outstanding system issues;
• Service-level performance;
• Operational KRIs/KPIs; and
• Other digital banking operational metrics required by Management.

The Officer shall highlight significant trends, recurring issues, breaches, and emerging risks and provide appropriate recommendations.

3.8 Policy, Control, and Process Improvement

• Assist in the development and updating of Digital Banking Operations policies, procedures, and controls.
• Recommend process improvements to enhance efficiency, customer experience, security, and operational reliability.
• Assist in maintaining operational risk registers and key risk indicators applicable to digital banking operations.
• Participate in operational reviews, compliance assessments, internal audits, and regulatory examinations.
• Ensure identified audit and compliance findings within the assigned area are properly addressed and monitored.

3.9 Other Responsibilities

• Maintain confidentiality of customer, transaction, Bank, and system information.
• Observe the Bank's information security, data privacy, AML/CFT, consumer protection, and operational risk requirements.
• Perform other related duties as may be assigned by Management.

4. AUTHORITY AND LIMITATIONS

The Digital Operations Officer is authorized to:

• Process and monitor digital banking operational activities within approved procedures;
• Access systems and reports necessary to perform assigned duties;
• Place transactions or accounts under appropriate operational review or hold when authorized by Bank policy;
• Escalate suspicious, erroneous, or potentially fraudulent transactions;
• Coordinate with internal units and authorized service providers regarding operational issues;
• Recommend process, system, and control improvements; and
• Recommend corrective action for operational exceptions.

The position shall not:

• Approve customer accounts or loans beyond delegated authority;
• Override KYC, AML, fraud, or transaction controls without proper authorization;
• Independently release or authorize funds outside established authority limits;
• Modify customer records without proper authorization;
• Approve system changes or production deployment independently;
• Disclose confidential customer or Bank information; or
• Commit the Bank to contractual or financial obligations without appropriate authority.