Senior Manager Continual Service Improvement at KCB Bank Kenya

The Position:

Technology Service Delivery is responsible for managing the delivery, performance, supply chain of IT services and enterprise applications to provide the required level of service, system performance and functionality required to meet business objectives and customer (internal/external) expectations.

Continual Service Improvement is a fundamental part of the bank’s strategy with an aim to ensure a continuous and sustainable delivery of world class services to internal and external customers.

The Senior Manager Continual Service Improvement will lead a team of specialists and direct the efforts of the team to ensure that prioritization of improvement initiatives is aligned with desired impact to revenue generation, cost containment and customer satisfaction.

Key Responsibilities:

• Setup and Management of the Continual Service Improvement program for KCB Technology Division, including the required reporting against an evolving set of KPI’s to ensure optimal utilization of efforts and resources.
• Definition, Creation and Ownership of the Problem Management Process for KCB Technology, leading to a sustainable resolution of recurring high impact incidents.
• Review and Analysis of all major incidents and breaches of SLA’s in respect of impact to the bank across revenue, cost and risk dimensions for the purpose of prioritization of improvement plans, both tactical and strategic.
• Review and Analysis of Apdex scores and top user complaints from CX for critical customer facing technology in respect of impact to the bank across dimensions of Customer Effort Score (CES) and predicted customer churn for the purpose of prioritization of improvement plans, both tactical and strategic.
• Review and Analysis of operational procedures within Development (DevOps), Transition Management, Infrastructure and Service Operations in respect of contribution to incident frequency and impact for the purpose of identifying improvement opportunities.
• Definition of KPI’s and creation of capabilities to measure progress against KPI’s to demonstrate the effectiveness of the Continual Service Improvement function.
• Development of the annual Continual Service Improvement plan, consisting of both strategic and tactical initiatives to ensure projected KPI targets are met.

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The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology or Engineering from a recognized university.
• 6 years’ experience in a similar role with at least 4 years industry experience in an organization with large digital customer base.
• 3 years’ experience in Program/Project Management.
• 2 years’ experience in business performance management.
• Excellent problem management skills.

The above position is demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.