Asst. Manager Profile Management at NCBA Group

Job Purpose Statement

The User Access Management Officer is responsible for overseeing and managing user access across all systems within the NCBA Bank Group. This role ensures that access rights are granted appropriately, maintained accurately, and revoked promptly when necessary. The officer supports daily user needs, including profile maintenance, troubleshooting, training, and access recertification, all while aligning with the bank’s risk management and compliance objectives.

Key Accountabilities (Duties and Responsibilities)

Operational Management – 70%

This is the core function of the role, focusing on the secure and efficient management of user access across the Group’s systems.

User Lifecycle Management

• New User Creation: Onboard new staff by creating user accounts after verifying employment details with HR.
• User Profile Updates: Modify user access when staff change departments, roles, or responsibilities. This includes:
  • Updating department codes
  • Changing user menus and roles
• Disabling and Deleting Accounts: Disable accounts for staff on leave or inactive, and delete accounts for those exiting the Group.

Access Control and Recertification

• Conduct regular user access reviews to ensure:
  • No excessive privileges are granted
  • Access aligns with current roles and departments
  • Dormant accounts are deactivated
  • Exited staff have no system access

System Support and Troubleshooting

• Resolve issues related to login failures, password resets, and access errors.
• Extend login hours for users working outside standard system hours to support business continuity.

Compliance and Audit Readiness

• Ensure all access changes are documented and approved.
• Maintain an audit-ready environment by adhering to internal policies and data protection regulations.
• Provide documentation and close gaps identified during internal and external audits.

Collaboration and Projects

• Work with IT, vendors, and internal teams during system acquisitions, integrations, and upgrades.
• Participate in testing and deployment of new systems, ensuring embedded controls are functional.
• Develop user manuals and training materials for systems under profile management.

Risk Management

• Identify and report risks related to user access.
• Participate in departmental and bank-wide projects related to access management.

Communication

• Respond to all departmental emails and user queries in a timely and professional manner.

Customer Service – 30%

This function ensures a high level of user satisfaction and support.

Service Delivery

• Meet all Service Level Agreements (SLAs) for access requests and issue resolution.
• Provide timely updates and resolutions to user tickets and inquiries.

User Support and Training

• Train and guide users on system access and troubleshooting.
• Offer proactive support to enhance user experience and system efficiency.

Stakeholder Engagement

• Maintain strong working relationships with internal departments and external vendors.
• Participate in customer experience (CX) initiatives, surveys, and meetings.

Job Specifications

Academic Qualifications

• Bachelor’s degree in ICT, Audit & Compliance, or a related field.
• Advanced computer literacy.

Professional Qualifications

• Strong understanding of banking operations and regulatory requirements.
• Professional banking certifications are an added advantage.

Experience

• Minimum 5 years in banking, with experience in:
  • System operations
  • Service environments
  • Regulatory compliance

Technical Competencies

• System Proficiency: Advanced skills in system access management and reporting.
• Process Improvement: Ability to automate, reduce turnaround time, and enhance user experience.
• Quality Focus: High standards in documentation and exception handling.
• Attention to Detail: Precision in managing access rights and system configurations.

Behavioural Competencies

• Leadership: Works independently with initiative and foresight.
• Decision-Making: Makes informed, timely decisions with minimal supervision.
• Proactivity: Anticipates issues and proposes solutions.
• Communication: Excellent verbal and written communication skills.
• Planning & Organization: Prioritizes tasks and manages time effectively.
• Execution: Delivers under pressure, meets deadlines, and maintains accuracy.
• Results-Oriented: Goal-driven with a focus on outcomes.
• Ethics: Demonstrates integrity and professionalism.
• Interpersonal Skills: Builds strong relationships with stakeholders.
• Teamwork: Collaborates effectively to achieve shared goals.