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The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.
Job Purpose Statement
The Senior Manager, Service Management role is responsible for the 2nd level support of all application systems and related technologies used in all the markets that the bank has partnered with Telcos for the provision of Mobile Savings and Lending (MSL) products/services as well as the Digital Financial Services (DFS) products/services. The role is also responsible for managing all the operational processes that are needed for both the MSL and DFS products and services e.g. Close Of Business (COBs) etc. The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers. It also involves working closely with key internal and external business stakeholders as well as established technology partners to ensure that solutions being delivered in the markets that we operate in are effective and efficient in delivering customer value.
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