Assistant Manager ICT – Channels and Business at Madison Group Limited

Overall Purpose of the Role

The role is responsible for leading the channels and Business Intelligence function in managing and supporting business systems including Dev Ops, Reporting and Analytics and solutions enhancement issues related to our core systems to ensure seamless integration and deployment of channels solutions.

Key Responsibilities

• Leading the Channels and Business Intelligence technical function in managing and supporting business systems including solutions enhancement and support for issues related to the business units.
• Project Management, ensuring delivery of projects and initiatives within time, budget and resource constraints
• Work closely with IT Security to ensure that the channels services are well secured towards ensuring robust and secure services.
• Work independently and collaboratively with other support teams to troubleshoot integration platforms, server performance issues and tune the environment based on findings so as to achieve desired outcomes.
• Roll out of business solutions, ensuring that they are well tested and are rolled out in a manner that does not adversely affect business processes, and providing processes and training to the users.
• Recommend and implement upgrades or changes to the channels solutions for performance, security or business benefits. Identify and execute ICT-based solutions for enhancing efficiencies across the different business units.
• User Support tasks – Provide first level IT training and support to users in addition to keeping track of user issues and oversee their prompt resolution. Develop subject matter expert knowledge of Mobile, self-service and other client facing technologies.
• Ensuring alignment of the Channels and Business Intelligence function towards the company strategy such as greater reach, industry competitiveness, and overall profitability.
• Managing integrations across various platforms; Including core insurance systems, financial systems, customer relationship platforms and communication systems (SMS and Email).
• Contributing to the weekly service review meetings to monitor progress on projects, initiatives, and issues that touch on Channels and Business Intelligence functions.
• Escalate any major risks that relate to either an individual process or the entire portfolio to the Head of Information Technology.
• Manage/action service requests raised directly or escalated to the middleware & integration support team and within the pre-determined SLA. Ensure compliance of SLAs with system vendors.

Competences and Requirements

• A high level of oral and written communication skills
• Technical skills to effectively perform or guide or support operations
• Demonstrable track record in system analysis, relational database design, software development and IT Support Operations functions.
• Ability to interact with all levels of customers and IT organization.
• Self-empowerment to enable the development of open communication, teamwork, and trust needed to support performance and customer-centric culture.
• Ability to manage changes.

Academic and Professional Qualifications required

• A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Minimum 5 years’ experience in a senior software development and/or IT systems support role within a large highly digitized organization managing mission-critical systems.
• Demonstrable track record in system analysis, software development, relational database design skills and IT Support functions. Working with Oracle Database is a plus.
• Good understanding of the BFSI Industry (Banking, Financial Services, and Insurance) and how Information Technology contributes to the success of financial institutions.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.
• Sound knowledge of Information technology and related supporting enterprise architectures.
• ITIL Service Level Management certification is an added advantage.
• Expert in digital skills: Google Suite, Agile tools, Microsoft Office, system