Associate Application Owner – Digital Channels

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Job Summary

The Application Owner – Digital Channels is accountable for the end-to-end ownership, performance, and evolution of digital channel applications (e.g., web, mobile apps, customer portals). The role ensures that digital platforms meet business objectives, deliver excellent customer experience, and operate reliably, securely, and efficiently throughout their lifecycle.
The Application Owner will collaborate with cross-functional teams, including business, product development, and customer service, to optimize the functionality, usability, and security of banking applications.
This role is integral to the successful execution of a financial institution’s digital transformation strategy, ensuring that our banking solutions remain competitive, secure, and user-friendly.

Job Description

Application Management & Ownership:

• Oversee the end-to-end lifecycle of banking applications & online banking, from design to implementation and ongoing optimization.
• Act as the primary point of accountability for application performance, availability, and stability.
• Define and maintain the application roadmap aligned with business and digital strategy. Ensure applications are aligned with business goals, industry trends, and customer expectations.
• Communicate application status, risks, and progress to stakeholders and leadership.
• Manage and prioritize the product backlog, ensuring timely delivery of features, enhancements, and bug fixes.

Collaboration & Stakeholder Engagement:

• Work closely with cross-functional teams to drive banking initiatives.
• Collaborate with business units to gather requirements, assess opportunities for innovation, and implement improvements to online banking platforms.
• Ensure effective communication of application goals, progress, and outcomes with key stakeholders.
• Application Optimization & Support
• Monitor the performance and stability of online banking platform, addressing any technical or operational issues promptly.
• Ensure high availability (in line with agreed service levels) with KPIs measured and monitored on an ongoing basis.
• Ensure scalability and security of concerned banking solutions.
• Lead post-implementation reviews to identify areas for continuous improvement and implement corrective actions.

Vendor & Partner Management:

• Manage relationships with third-party vendors and external partners to ensure service level agreements (SLAs) are met and products are delivered on time.
• Evaluate and negotiate contracts with vendors to ensure the best solutions for the institution.
• Data Analytics & Reporting
• Utilize data and analytics to monitor application performance and customer usage patterns.
• Generate reports and dashboards to track KPIs and make data-driven decisions.
• Analyze user trends and market demands to guide the evolution of digital banking products.

Projects and Initiatives:

• Drive and deliver projects and initiatives of the Digital Transformation and technology function, aligned to the strategy of the bank
• Understand and analyse business requirements and opportunities, scout for and assess solutions and technologies that would be appropriate and make recommendation for implementation
• Ensure the different stages of the project delivery process are followed, including ideation, design, approvals, implementation, testing and go live, in line with Absa’s policies and standards
• Own and be accountable for delivery of identified solutions, communicating progress to stakeholders on a regular basis

Customer Experience:

• Always have a “Customer” first attitude and ensure all customer queries / calls are attended to on priority.
• Drive enhancements to improve the user experience (UX) and ensure digital banking platforms are customer-centric, by working with the design and development teams to implement UX/UI improvements based on customer insights.
• Participate in internal brain-storming sessions for development of new products and services or amendment to existing services
• Facilitate a customer obsession culture within and across teams for the long term success of the brand and continuous business growth
• Provide insights, key learning’s and digital behavioural trends to relevant stakeholders on digital and technology projects

Test Management:Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments as assigned to you by Line Management.

• Work closely with Product owners and delivery partners.
• Review releases and testing deliverables, including backout planning
• Participate in functional, performance, and integration testing results
• Coordinate application in line with the Absa Technology Change Management Standards

Personal Development:

• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.
• Maintain an awareness of technology advancements and best practices that support digital banking applications.

Risk Management:

• Proactively identify and mitigate risks related to digital banking applications
• Build relationship with country IT Risk and Governance team and provide support wherever required.
• Work closely with risk, security, and audit teams to mitigate operational and cyber risks.
• Contribute and deliver to the improvement of the risk profile of the function by delivering improved governance, risk management, controls, and compliance requirements.

Mandatory Risk and Control objectiveEnsure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the roleRole/Person SpecificationPreferred Education & Preferred Experience:Key Skills and Qualifications:

• Bachelor’s degree in IT, Computer Science, or equivalent of 7 years related experience.
• Minimum of 4 years of experience in IT application management, digital banking, or financial technology.
• Proven track record in managing banking applications, including online banking, mobile banking, and other digital services.
• Experience working with cross-functional teams to deliver complex digital solutions.

Technical Skills:

• Strong understanding of digital channels (web, mobile, APIs, CMS, customer portals) and system architecture in the banking domain.
• Familiarity with banking software and platforms
• Knowledge of cloud platforms, application hosting, and security protocols for financial institutions.
• Experience with Agile, Scrum, and DevOps delivery models.
• Cloud Certification preferred

Soft Skills:

• Analytical Thinking: Ability to break down complex problems and develop practical solutions.
• Collaboration: A strong team player who thrives in cross-functional team settings.
• Adaptability: Comfortable working in a fast-paced and evolving environment.
• Innovation-Driven: Passionate about leveraging technology to improve the digital banking experience.
• Strong communication skills: Ability to influence and manage stakeholders at all levels.
• High attention to detail with a customer-first mindset.
• Ability to manage multiple priorities, projects, and deadlines simultaneously.

Education

Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)