Who we are?- onebank was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.Job SummaryThe Channels and Beyond Banking Support Manager is responsible for ensuring the availability, performance, and operational support of digital banking channels and beyond banking platforms. The role oversees the support, maintenance, and continuous improvement of customer-facing systems, including loyalty and customer engagement solutions, campaign management platforms, and personal finance management services, ensuring seamless customer experiences and alignment with business objectives.Key ResponsibilitiesDigital Channels & Beyond Banking SupportManage and provide L2/L3 support for digital banking channels, including mobile banking, internet banking, APIs, and beyond banking ecosystems.Monitor system health, availability, and performance to ensure compliance with SLAs.Coordinate incident management, root cause analysis, and problem resolution with internal teams and vendors.Plan and execute upgrades, patches, and release activities.Loyalty & Customer Engagement SystemsSupport and maintain loyalty platforms, rewards programs, and customer engagement solutions.Ensure seamless integration between loyalty systems and banking channels.Monitor campaign effectiveness, customer segmentation, and engagement metrics.Collaborate with business teams to enhance customer retention and loyalty initiatives.Campaign ManagementManage and support campaign management platforms used for targeted marketing and customer communication.Ensure campaign execution, data integrity, and timely delivery across channels.Troubleshoot issues related to campaign workflows, customer targeting, and reporting.Coordinate with marketing and analytics teams to optimize campaign performance.Personal Finance Management (PFM)Support Personal Finance Management solutions, including budgeting, spending analysis, financial insights, and aggregation services.Ensure data accuracy and secure integration with core banking and external systems.Work with business stakeholders to enhance customer financial wellness capabilities.Monitor system performance and address customer-impacting issues promptly.Operations & Service ManagementEnsure compliance with ITIL processes including incident, problem, change, and release management.Maintain operational procedures, runbooks, and knowledge base documentation.Coordinate with vendors and third-party providers for issue resolution and service improvements.Provide on-call support and participate in major incident management activities.Continuous ImprovementIdentify opportunities to automate support processes and improve operational efficiency.Analyze trends and recommend enhancements to increase system stability and customer satisfaction.Participate in digital transformation initiatives and new product rollouts.Required QualificationsBachelor's degree in Computer Science, Information Systems, Engineering, or a related field.7+ years of experience supporting digital banking applications or customer engagement platforms.Experience with digital channels, mobile banking, internet banking, and API-based ecosystems.Hands-on experience with:Loyalty and rewards management systems.Customer engagement and campaign management platforms.Personal Finance Management (PFM) solutions.Incident, problem, and change management processes.Strong troubleshooting and analytical skills.Experience working with vendors and cross-functional teams.Familiarity with ITIL practices and service management tools.Preferred SkillsUnderstanding of Open Banking and API integrations.Experience with SQL, Splunk, monitoring tools, and middleware technologies.Knowledge of DevOps, CI/CD pipelines, and cloud platforms.ITIL Foundation certification or equivalent.