Digital Officer

Digital Officer Department: Channels Location: Head Office- Blantyre Validity period: 07/04/2026 – 17/04/2026 About the Business FINCA Limited (Malawi), a subsidiary of FINCA Impact Finance (FIF), is a deposit taking micro finance institution in Malawi operating through 22 (twenty-two) service outlets serving borrowers and savers in rural, urban, and peri-urban areas in Malawi. FINCA Limited (Malawi) is increasing access to its services and products through alternate channels. About the Role Role Purpose: The Digital Officer is responsible for ensuring the technical integrity, optimal performance, and continuous improvement of FINCA’s digital products and platforms. This role provides dedicated oversight of technical operations, including testing, quality assurance, daily reconciliation management, and real-time system monitoring. The officer leverages technical expertise and data analytics to enhance customer engagement, drive product adoption, and identify opportunities for cross-selling and personalization. By conducting real-time analytics and monitoring transaction patterns, the Digital Officer plays a crucial role in detecting customer behavior trends and supporting data-driven decision-making to improve overall digital service delivery. Key Responsibilities: • Leading technical testing and quality assurance processes to ensure digital products meet performance and functionality standards. • Managing and executing daily reconciliation activities to ensure accuracy and integrity of digital transactions. • Monitoring system performance continuously to identify and resolve technical issues proactively. • Defining technical requirements for digital products and platforms in collaboration with stakeholders. • Conducting real-time analytics to personalize products, communications, and customer experiences. • Developing and implementing cross-selling strategies based on customer data insights and transaction patterns. • Driving customer engagement through smart loyalty programs and innovative money management solutions. • Interpreting individual transaction patterns to detect income fluctuations and understand customer spending behavior. • Identifying early signs of customer disengagement and implementing retention strategies. • Providing technical support and troubleshooting for digital platforms and products. Tasks: • Develop and execute comprehensive test plans for all digital products and platform updates. • Perform daily reconciliation of digital transactions across all platforms and channels. • Monitor system performance metrics, uptime, and error logs to ensure optimal functionality. • Document and report technical issues, bugs, and system anomalies to relevant stakeholders. • Collaborate with development teams to define technical specifications and requirements for new features. • Analyze customer data and transaction patterns using analytics tools to generate actionable insights. • Create detailed reports on customer behavior, product usage, and engagement metrics. • Design and propose cross-selling campaigns based on customer segmentation and behavior analysis. • Develop and maintain dashboards for real-time monitoring of key performance indicators. • Implement customer retention strategies by identifying at-risk customers through data analysis. • Support the design and implementation of loyalty programs and personalized product offerings. • Maintain accurate documentation of technical processes, procedures, and system configurations. • Coordinate with third-party vendors and technical support teams to resolve platform issues. • Ensure compliance with data security and privacy regulations in all digital operations. • Stay updated on digital banking trends, financial technology innovations, and best practices in customer analytics. Qualification: • A Bachelor’s degree in Computer Science, Information Technology, Information Systems, Business Analytics, Finance, or any related field is required. • Relevant certifications in data analytics, quality assurance (e.g., ISTQB), digital banking, or financial technology would be advantageous. Experience: • A minimum of 2 years of experience in technical support, quality assurance, digital product management, or data analytics, preferably within the financial services or microfinance sector. • Experience with digital banking platforms, mobile applications, or fintech products. • Strong understanding of reconciliation processes and transaction monitoring in digital environments. Knowledge and Skills: • Proven experience in testing, quality assurance, and technical troubleshooting of digital products. • Strong analytical skills with the ability to interpret data, identify trends, and generate insights from customer behavior and transaction patterns. • Proficiency in data analytics and visualization tools (e.g., Power BI, Tableau, Google Analytics, Excel Advanced Functions). • Knowledge of SQL or other database query languages for data extraction and analysis. • Familiarity with testing methodologies and tools (e.g., manual testing, automated testing, test case management). • Understanding of digital banking systems, APIs, and integration processes. • Strong attention to detail and accuracy, particularly in reconciliation and quality assurance activities. • Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently. • Ability to work collaboratively with cross-functional teams including product, development, and business units. • Knowledge of customer engagement strategies, loyalty programs, and cross-selling techniques in financial services. • Strong communication skills with the ability to present technical information clearly to non-technical stakeholders. • Working knowledge of Power BI or similar business intelligence tools. • Understanding data security, privacy regulations, and compliance requirements in digital financial services. How to Apply To Apply: Reply by email sending your cover letters with resumes to: vacancy@fincamalawi.org Closing day for receiving applications is 17th April, 2026.