Digital Operations Officer

Job description

The Digital Operations Officer is responsible for the daily operational support, monitoring, and coordination of the Bank's digital banking services. This includes digital customer onboarding, KYC monitoring, transaction monitoring, customer concerns and complaints, transaction reconciliation and settlement, User Acceptance Testing (UAT), and operational reporting.

The role ensures that digital transactions and customer requests are handled accurately, securely, efficiently, and in compliance with the Bank's policies, procedures, service standards, regulatory requirements, and customer protection guidelines.

The Officer acts as a key coordination point between Digital Banking/Operations, Compliance, IT, Finance, Customer Service, Risk Management, and external service providers to support the reliable and smooth delivery of digital banking services.

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 and technology service providers
• Other authorized third parties

Duties and responsibilities

3.1 Digital client onboarding and KYC

• Process and monitor digital account applications and onboarding activities.
• Review customer information and supporting documents to ensure completeness and compliance with KYC requirements.
• Track applications throughout the onboarding process, including pending, approved, rejected, and escalated cases.
• Coordinate with Compliance on KYC exceptions, enhanced due diligence, suspicious indicators, and accounts requiring additional review.
• Check customer and account records for accuracy and completeness.
• Maintain proper documentation and audit trails for onboarding activities.
• Escalate unusual or potentially fraudulent applications following Bank procedures.

3.2 Digital transaction monitoring

• Monitor digital transactions for unusual, incorrect, duplicated, failed, or potentially fraudulent activity.
• Review transaction alerts and coordinate with Compliance, Fraud Management, or other relevant teams when escalation is required.
• Monitor transaction limits, transaction frequency, unusual patterns, and other operational controls.
• Take or coordinate appropriate action on transactions requiring review, blocking, reversal, or investigation.
• Maintain records of transaction exceptions and actions taken.
• Support compliance with transaction processing rules and approved Bank controls.

3.3 Customer queries and complaints

• Receive, record, monitor, and coordinate the resolution of customer concerns related to digital banking services.
• Handle escalated concerns involving account access, digital enrollment, transactions, payments, transfers, statements, and other digital services.
• Ensure complaints are properly categorized, assigned, documented, and monitored through resolution.
• Coordinate with the appropriate teams for technical, transaction, fraud, compliance, or account-related concerns.
• Monitor complaint resolution timelines against established service standards.
• Escalate unresolved, high-risk, recurring, or regulatory-sensitive complaints.
• Identify recurring customer issues and recommend improvements to digital processes and services.
• Maintain complete records of customer communications and resolutions.

3.4 Transaction reconciliation and settlement

• Conduct daily reconciliation of digital banking transactions against core banking, payment, settlement, and accounting records.
• Reconcile transactions involving InstaPay, PESONet, QR Ph, bills payment, mobile load, fund transfers, and other applicable digital services.
• Identify unmatched, failed, duplicated, reversed, or outstanding transactions.
• Investigate discrepancies and coordinate with IT, Finance, Operations, and service providers to resolve them.
• Monitor settlement positions and promptly escalate settlement-related issues.
• Prepare daily reconciliation and settlement reports.
• Maintain proper documentation and audit trails for adjustments and corrections.
• Support the timely processing of approved transaction reversals and adjustments.

3.5 UAT and new digital service implementation

• Participate in UAT for new digital products, services, system enhancements, and transaction features.
• Develop or assist in developing test scenarios and test cases covering normal, exception, error, reversal, and reconciliation scenarios.
• Test end-to-end transaction flows, from customer initiation through core banking, payment processing, settlement, and reporting.
• Document test results, defects, exceptions, and recommendations.
• Coordinate with IT, vendors, and product owners to address identified issues.
• Conduct retesting after system fixes or enhancements.
• Verify that procedures, reports, controls, and customer communications are ready before implementation.
• Assess operational readiness and recommend go-live approval or flag issues that must be resolved before deployment.

3.6 Digital operations and service monitoring

• Monitor the availability and performance of digital banking services.
• Track failed, delayed, pending, and rejected transactions.
• Monitor service disruptions and coordinate the appropriate incident escalation.
• Assist in implementing approved contingency or offline procedures when necessary.
• Maintain logs of significant system incidents and service interruptions.
• Ensure daily operational activities follow approved SOPs and service-level standards.

3.7 Management reporting

• Prepare accurate and timely reports for Management covering areas such as:
• Digital account onboarding volumes
• KYC and 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 times
• Reconciliation exceptions
• Settlement discrepancies
• System downtime and service interruptions
• UAT results and outstanding system issues
• Service-level performance
• Operational KRIs/KPIs
• Other digital banking operational metrics required by Management
• The Officer should identify important trends, recurring problems, control breaches, and emerging risks, and provide recommendations for appropriate action.

3.8 Policy, controls, and process improvement

• Assist in creating, reviewing, and updating Digital Banking Operations policies, procedures, and controls.
• Recommend process improvements that can increase efficiency, security, customer experience, and operational reliability.
• Support the maintenance of operational risk registers and key risk indicators related to digital banking.
• Participate in operational reviews, compliance assessments, internal audits, and regulatory examinations.
• Monitor and support the resolution of audit and compliance findings within the assigned area.

3.9 Other responsibilities

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

Authority and limitations

The Digital Operations Officer may:

• Process and monitor digital banking activities within approved procedures.
• Access systems and reports required to perform assigned responsibilities.
• Place transactions or accounts under operational review or hold when authorized by Bank policy.
• Escalate suspicious, incorrect, or potentially fraudulent transactions.
• Coordinate with internal teams and authorized service providers to resolve operational issues.
• Recommend improvements to processes, systems, and controls.
• Recommend corrective actions for operational exceptions.
• However, the Officer may not:
• Approve customer accounts or loans beyond their delegated authority.
• Override KYC, AML, fraud, or transaction controls without proper authorization.
• Independently release or authorize funds beyond established limits.
• Modify customer information without appropriate authorization.
• Independently approve system changes or production deployments.
• Disclose confidential customer or Bank information.
• Commit the Bank to financial or contractual obligations without the required authority.

Qualifications

• Bachelor's degree in Business Administration, Banking and Finance, Accounting, IT, Computer Science, or a related field
• 2–4 years of experience in banking operations, digital banking, payments, KYC/AML, reconciliation, or customer service
• Working knowledge of KYC/AML, consumer protection, and data privacy requirements
• Proficient in MS Office, Google Workspace, and spreadsheet tools
• Relevant certifications in banking, digital operations, AML/KYC, payments, or technology are an advantage

Preferred qualifications

• Experience working with digital banking platforms, electronic payment systems, core banking systems, or UAT
• Experience handling customer complaints and conducting operational investigations

Find out more about Billease by visiting https://billease.ph/