Team Leader, Digital Unit - E-channels Department

VACANCY ANNOUNCEMENTTirana Bank is the first privately-owned bank in Albania. It was founded in 1996 and since then there has been a great development, spreading its branches throughout Albania. Today, Tirana Bank is well-positioned in the market, offering a wide range of products and services that respond well to the demands of its customers. Tirana Bank has 33 branches in most major cities, and industrial zones and has a large ATM network throughout Albania. Tirana Bank continues to grow and expand while rigorously retaining its philosophy of providing quality products and services by being the front runner in innovative banking solutions in Albania.BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries: Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, the USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs approximately 5,000 people. Total Group’s Assets (including financial institution) are 2.2 billion, as of 2023 data.We are seeking to welcome a qualified and dynamic Team Leader, Digital Unit – E-channels Department (Band 4), reporting directly to the Manager of E-channels Department. Overall Job DefinitionThe Team Leader, Digital Unit – E-channels Department is responsible for leading the day-to-day management and performance of the Digital Unit at the Electronic Channels Department. This role ensures the smooth operation, availability, and enhancement of all digital and electronic banking delivery channels — including Internet Banking, Mobile Banking and related platforms. This role will manage a team of officers and specialists, coordinate with cross-functional units, and drive operational excellence, innovation, and customer satisfaction in alignment with the bank’s digital strategy.Main Responsibilities:1. Department Leadership Lead and supervise the Digital Team to ensure efficient daily operations and adherence to service-level standards. Allocate tasks, monitor productivity, and manage staff development through coaching and training. Prepare and present departmental performance reports and improvement plans. 2. Channel Operations & Performance Oversee the uptime, transaction processing, and service quality of electronic channels (Internet and Mobile Banking). Ensure incident management, troubleshooting, and resolution are handled within defined SLAs. Work closely with IT, Operations, and external vendors to maintain system integrity and stability. 3. Service Delivery & Customer Experience Ensure a seamless and secure digital experience for all customers using the bank’s e-channels. Provide initiatives to improve usability, accessibility, and reliability of digital platforms 4. Risk, Compliance & Control Enforce compliance with internal policies, central bank regulations, and information-security standards. Maintain updated procedures, risk assessments, and audit documentation for all e-channels. Ensure business continuity and disaster recovery plans for electronic channels are regularly tested and effective. 5. Continuous Improvement & Innovation Identify opportunities to enhance functionality and introduce new digital services. Collaborate with internal stakeholders to plan and execute e-banking upgrades and new initiatives. 6. Risk, Compliance & Control · Enforce compliance with internal policies, central bank regulations, and information-security standards.· Maintain updated procedures, risk assessments, and audit documentation 7. Agile Squad Participation· Actively participate in Agile squads focused on e-banking platform development.· Follow up closely on new platform initiatives, ensuring alignment with business needs and customer expectations.· Collaborate with product owners and developers to deliver incremental improvements and innovations.· Supervise testers and ensure 100% completion of test cases before each release cycle. RequirementsProfile competences:· Bachelor’s degree in information technology, Computer Science, Banking, or Business Administration.· 5–8 years of relevant experience in digital banking operations or related supervisory role.· Proven experience managing digital platforms, payment systems, and vendor relationships.· Strong leadership and team-management abilities.· In-depth understanding of electronic banking systems and processes.· Excellent problem-solving and analytical skills.· Strong communication and coordination skills across technical and business teams.· Good understanding of cybersecurity and regulatory requirements in digital banking.· Project and vendor management capability.The interested candidates can send their CV until 07th November, 2025.Please note that only applicants who fulfill the above mentioned criteria, will be contacted.“Your personal data, which is sent voluntary as a response to this job vacancy announcement, are collected and processed, manually and/or electronically, by Tirana Bank SA, to evaluate your compatibility with this job vacancy, are accessed only by authorized persons of the Bank and will be stored until the finalization of the candidate selection process. The subjects of personal data can exercise their rights as provided by Law No. 124/2024, “For the Personal Data Protection”, at Tirana Bank SA, as well as at the Commissioner for the Right of Information and Protection of Personal Data.Benefitshttps://www.tiranabank.al/karriera/puno-me-ne