Senior Manager Digital Channels at KCB Bank Kenya

The Position:

The Senior Manager Digital Channels will be responsible for ensuring that all digital channel systems that are deployed in the bank are properly managed and supported to provide high availability and exceptional customer experience on 24/7 hour basis. These include Card systems, Mobile banking, Internet banking, Agency banking and Digital payment services.

Key Responsibilities:

• Evaluation of technologies and implementation of digital channels solutions as per the bank’s strategies for delivery of business products and services
• Management of performance for the IT digital Channels support team comprising of system admins and operators maintaining the banks digital channels systems and responsible for a 24/7 hour support.
• Development of and adherence to service level agreements with the digital channels users and management of SLA’s with service providers/vendors of these systems.
• Tracking of customer queries/complaints and implementation of initiatives to address key digital channels issues identified.
• Provision of timely and accurate management information to all users on the digital channels systems.
• Maintenance of accurate and updated system configuration and documentation for all the digital channels systems and ensure that constant review and versioning is done.
• Implement appropriate security protocols and controls with respect to digital channels.
• The holder will be expected to use tools to provide capacity and performance reports on all digital services
• Management of project resources, schedule, costs, stakeholders, and the application development lifecycle

The Person:

For the above position, the successful applicant should meet the following criteria:

• A Bachelor’s Degree.
• A minimum of 7 years’ experience in Information Technology with at least 8 years’ experience in digital channels.
• At least 4 years’ management experience.
• Professional Certification in Linux, ITIL and Prince 2.