Job opportunity : Digital Channels Implementation & Support Supervisor

ECOBANK CAMEROON S.A is recruiting a Digital Channels Implementation & Support Supervisor ready to work across the national territory. The position is based in Douala. I. JOB CONTEXT We are a leading multinational bank recognized as a market pioneer in digital banking, delivering cutting-edge financial solutions across Africa and beyond. Our digital strategy is anchored on innovation, customer experience, operational excellence, and the continuous transformation of our digital banking ecosystem. As we expand our digital footprint, we are looking for a dynamic and highly skilled Digital Channels Implementation & Support Supervisor to join our team. This role is also accountable for driving the development of new digital banking products tailored to specific customer segments or industry needs. Throughout the development life cycle, the jobholder conducts need assessments, evaluates business cases, and leads the prioritization, coordination, and formalization of business requirements. This role ensures that high-quality deliverables are produced to meet market expectations, typically documented through a comprehensive Business Requirement Document (BRD). II. JOB PURPOSE Digital Banking enables customers to securely manage and transact on their accounts remotely via internet, mobile, and other digital channels. It allows access to electronic statements, transaction initiation, and a broad range of financial activities from their preferred digital touchpoints. This role ensures seamless onboarding and training of Corporate and Commercial Banking clients on digital channel solutions and leads the execution of affiliate-level digital projects. It also supports the Bank’s innovation agenda by working with key partners—including telcos, card issuers, Microsoft, and other technology providers including Fintechs—to deliver on partnership commitments. The jobholder collaborates with Group Product Heads, Business Development, and the Integrations & Innovation Manager to assess new solutions and partners, and works cross-functionally with Technology, Relationship Managers, Operations, Risk & Control, and Credit to deliver fit-for-purpose solutions on time. The role leads a dedicated team responsible for digital platform rollout, enhancement, and support, ensuring strong customer experience and compliance with regulatory, security, and business requirements. It is central to the Bank’s digital transformation and requires solid technical leadership and stakeholder engagement. Beyond product rollout, the role ensures that expected financial benefits from digital channels are achieved through close coordination with business units, Group IT, Control, Legal & Compliance, and Cash Management & Client Access. JOB LEVEL: 6 / JOB GRADE: 3A A BETTER WAY A BETTER AFRICA III. KEY RESPONSIBILITIES Lead end-to-end deployment of new digital banking products, features, and upgrades. Coordinate with technology teams, vendors, and global product owners for successful launch and stabilization. Drive testing (UAT, SIT) and ensure solutions meet business and regulatory standards. Oversee Tier 2/Tier 3 support for digital channels (Mobile Banking, Internet Banking, USSD, Agency Banking, APIs, Cards/Payments, etc.). Monitor platform performance and ensure timely resolution of incidents, defects, and system downtime. Liaise with Group Technology and external partners for escalations as required. Value for Money. Ensure that all projects deliver measurable added value, contributing positively to the profit and loss account or the balance sheet. SFI (Straight-Through Processing / System-Fees Income) Ensure that at least 95% of customer interactions with the Bank are digital and fully automated, in line with our Straight-Through Processing strategy. This approach enhances efficiency, strengthens digital engagement, and generates incremental income from system-based or automated digital transaction. Analyze user feedback and performance analytics to recommend enhancements. Drive automation, service reliability improvements, and process optimization. Device strategies to continuously encourage clients to use digital products & channels. Ensure digital channel operations comply with internal controls, compliance, audit, cybersecurity, and regulatory guidelines. Prepare periodic performance and incident management reports Implementation & Delivery Technical Support & Issue Resolution Financial Metrics Continuous Improvement & Optimization Compliance, Governance & Reporting IV. JOB PROFILE A minimum of a bachelor’s degree in computer science, Engineering, Information Systems, or related field. Minimum 5+ years’ experience in digital banking, IT project delivery, or fintech implementation. Strong understanding of banking systems architecture, APIs, payment systems, and integration flows. Experience managing vendors and large cross-functional projects. Certification in Project Management (PMP, PRINCE2, Agile) will be an advantage. Required Qualifications & Experience A BETTER WAY A BETTER AFRICA IV. JOB PROFILE Highly bilingual. Strong leadership and communication skills. Excellent problem-solving and analytical abilities. High resilience, agility, and ability to work under pressure. Customer-centric mindset with attention to detail. Knowledge of cybersecurity and regulatory requirements for digital financial services. Knowledge of Ecobank’s products, services, and operations. Sound knowledge on computer hardware, software and selling skills. Key Competences, Skills & Personal attributes. Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest April 19th, 2026, at 5pm prompt, with the subject « Digital Channels Implementation & Support Supervisor ». V. APPLICATION PROCESS: NB : Only shortlisted candidates will be contacted. Ecobank is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where Ecobank operates. A BETTER WAY A BETTER AFRICA