Digital Support Officer

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Bank Jamaica Limited is seeking a suitable candidate to join our Card Operations team in the capacity of:

Digital Support Officer

Ensure the optimal performance, operation and support of the Bank’s digital channels with a primary focus on ABMs.

Ensure consistent compliance through bulletins issued by Visa, Mastercard, JETS and BOJ.

Coordinate operational activities and ensure quality assurance of work done by PBS and SGJ stakeholders, to achieve high standards of efficiency and effectiveness.

Assist with the implementation of risk mitigation strategies and identify system anomalies that may impact clients (directly or indirectly) to eliminate/minimize financial, operational and reputational risks and achieve satisfaction for the client.

**Working hours may include frequent travels offsite and occasional work outside of typical business hours, as per demand of specific projects**

Location: Kingston

As a Digital Support Officer, you will:

• Take responsibility for the optimal performance, operation and support of the Bank’s digital channels with a primary focus on ABMs.
• Ensure consistency in quality assurance and coordination of work to be done by internal and external support teams and vendors.
• Coordinate Roll Out Activities such as the commission & decommission of ABMs.
• Track team responsibilities for digital endpoints ensuring compliance with established SLA standards.
• Employ proactive monitoring techniques to ensure accurate cash levels at each ABM, coordinate cash refills, request temporary cash limits for busy periods.
• Track vendor services which are project related.
• Actively participate in projects relating to the exploration, upgrade, maintenance and support of Digital Endpoints.
• Provide information and support ABM vendor requests to assist in performing the services and creating the deliverables.
• Obtain the timely assistance and cooperation of contractors and hardware or software providers related to the project and provide ABM vendors with their contact information.
• Provide personnel for all user training associated with the services and deliverables and develop any operational documentation that falls under the Bank’s purview.
• Implement Service Excellence Framework to ensure a positive Client Experience in keeping with the established Service Level Agreements (SLAs).
• Track PBS Services such as problem assessment, troubleshooting & resolution, hardware & software implementation services and all services related to the installation of the upgrade kits.
• Collaborate with and foster relationships with other Units/Departments by promptly communicating issues and concerns, ensuring that all discrepancies are handled in a timely manner.
• Maintain confidentiality as it relates to client accounts, transactions and the Bank’s internal operations.
• Perform other job-related duties assigned from time to time.

What do you need?

• Bachelor’s Degree in Business Administration, Management Studies or Finance from a recognized tertiary institution.
• At least three (3) years’ work experience supporting and/or coordinating ABM related service activities.
• Project Management experience is an asset.
• Functional knowledge of electronic transaction processing especially Automated Banking Machines.
• Experience in Card Acquiring and Card Issuing operations will be an asset.
• Excellent coordination skills with primary focus on planning and executing activities with multiple parties (externally and internally).
• Strong analytical and critical thinking skills with effective problem resolution and processes automation skills.
• Sound knowledge of computer application software, including word processing and spreadsheet packages.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than July 11, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.