The Team Lead, Channels Support will manage operational support for Mobile Banking, Cards, POS/Agent Banking, USSD, Internet Banking, GoldBucks, and related digital platforms, ensuring high availability, reliability, transaction success, and customer satisfaction. This role serves as a key escalation point and trusted advisor to management on channel stability, customer impact, and operational risk.

Reports to: Head, Digital Services
 

Alert Group with subsidiaries across Microfinance Banking, SME Lending, Renewable Energy, and Asset Management is seeking an experienced Team Lead, Channels Support to lead end-to-end support operations for our digital and electronic banking channels across the Group.

🏢 Industry: FinTech / Financial Services

-Own day-to-day operational support for all digital and payment channels
-Ensure high uptime, transaction success rates, and service stability
-Lead incident management, escalation, and Root Cause Analysis (RCA)
-Drive proactive monitoring and prevention of recurring incidents
-Manage vendors, switch providers, processors, and third-party partners
-Support channel scalability in line with business growth
-Coordinate incident communication and post-incident reviews

Channel Operations & Performance
-Monitor channel dashboards and system alerts
-Coordinate response during outages or service degradation
-Maintain incident registers, documentation, and shift handovers
-Produce daily, weekly, and monthly operational performance reports

Risk, Controls & Compliance
-Ensure compliance with regulatory and internal control requirements
-Support audits with logs, evidence, and incident reports
-Maintain access controls, segregation of duties, and risk mitigation actions
-Align operations with PCI-DSS, Open Banking, ITIL, and relevant IT standards

Team Leadership & Stakeholder Engagement
-Lead and develop the Channel Support team
-Provide coaching, training, and clear operating procedures
-Collaborate with IT, Product, Risk, Compliance, Finance, and vendors
-Communicate clearly with senior management during incidents.

Experience & Skills
-Bachelor’s degree in Computer Science, Engineering, or related field
-6+ years in channel support, digital banking, IT operations, or payments
-1+ year in a supervisory role
-Hands-on experience supporting cards, POS, mobile banking, USSD, switching platforms
-Strong vendor management and production issue resolution experience
-Solid understanding of digital banking ecosystems, incident management (ITIL), PCI-DSS, and Open Banking.

📩 How to Apply:
Send your CV to career@alertgroup.com.ng
Subject: Team Lead, Channels Support