Digital Operations Officer

The Digital Operations Officer supports and monitors the Bank's digital banking services — from client onboarding and KYC checks to transaction monitoring, reconciliation, complaints handling, and UAT. You'll be the coordination point between Digital Banking, Compliance, IT, Finance, Customer Service, and Risk Management, ensuring digital transactions and customer requests are processed accurately, securely, and in line with Bank policy and regulatory requirements.

Reports to: Digital Operations Head and Transaction Banking Head

Key Responsibilities

• Onboarding & KYC
  • Process and monitor digital account applications, reviewing customer information and documents for completeness against KYC requirements.
  • Track application status (pending, approved, rejected, escalated) and coordinate with Compliance on exceptions, enhanced due diligence, or suspicious indicators.
  • Ensure onboarding activities are properly documented with an adequate audit trail; escalate potentially fraudulent applications.
• Transaction Monitoring
  • Monitor digital transactions for unusual, erroneous, duplicate, failed, or potentially fraudulent activity, and act on alerts in coordination with Compliance and Fraud Management.
  • Track transaction limits, velocity controls, and other operational parameters, taking action on transactions flagged for review, blocking, reversal, or investigation.
  • Maintain records of exceptions and actions taken.
• Customer Queries & Complaints
  • Receive, log, and coordinate resolution of customer concerns involving account access, digital enrollment, transactions, payments, transfers, and statements.
  • Monitor complaint turnaround times against service standards and escalate unresolved, high-risk, or regulatory-sensitive cases.
  • Identify recurring issues, recommend process improvements, and maintain accurate records of communications and resolutions.
• Reconciliation & Settlement
  • Perform daily reconciliation of digital transactions across InstaPay, PESONet, QR Ph, and fund transfers against core banking and accounting records.
  • Investigate unmatched, failed, duplicated, or outstanding transactions, coordinating with IT, Finance, and service providers to resolve discrepancies.
  • Monitor settlement positions, escalate exceptions promptly, and prepare daily reconciliation/settlement reports with proper audit trails.
• UAT & New Service Rollout
  • Prepare and execute UAT test scenarios covering normal, exception, error, reversal, and reconciliation conditions for new digital products and features.
  • Validate end-to-end transaction flows from customer initiation through core banking, payment processing, and settlement, documenting defects and coordinating fixes with IT and vendors.
  • Confirm operational readiness (procedures, reports, controls, communications) and recommend go-live approval or flag outstanding issues.
• Service Monitoring
  • Monitor availability and performance of digital banking services, tracking failed, delayed, pending, and rejected transactions.
  • Coordinate incident escalation for service interruptions and assist in executing approved contingency/offline procedures.
  • Maintain operational logs for significant incidents and disruptions, ensuring activities follow approved SOPs and service-level standards.
• Reporting
  • Prepare regular management reports covering onboarding volumes, transaction activity, complaints, reconciliation exceptions, and system downtime.
  • Highlight significant trends, recurring issues, and emerging risks, with recommendations for management action.
  • Track operational KRIs/KPIs and other digital banking metrics as required.
• Process Improvement
  • Support the development and updating of digital banking operations policies, procedures, and controls.
  • Recommend improvements to enhance efficiency, security, customer experience, and operational reliability.
  • Assist in maintaining operational risk registers and support internal audits and regulatory examinations.
  • High integrity, attention to detail, and ability to manage multiple stakeholders

Working Conditions
May require hours beyond standard banking schedule during UAT, system maintenance, period-end reconciliation, or critical incidents.