Description

Responsible for ensuring the reliability, performance, and operational excellence of digital channels, APIs, and customer-facing services. The role monitors channel health, leads incident response and recovery activities, drives service improvements through data-driven insights, and coordinates with business, IT, and vendor teams to minimize customer impact. Accountable for channel stability, API performance, customer recovery, operational governance, and continuous improvement initiatives that enhance service reliability, customer experience, and business outcomes.

1. Channel & API Performance Management

Monitor end-to-end digital channel health (web and app) to ensure uptime, stability, and responsiveness.

Track API performance metrics (success rate, latency, error rate) and identify trends impacting customer transactions or experience.

Coordinate with IT and vendor partne...