Vacancies at I&M Bank

Job Purpose:

• The Assistant Manager ICT Governance is responsible for aligning and integrating risk management, compliance, and business values into the operations of IT systems and processes to ensure return on IT investments.
• The role implements the set IT objectives and drives IT teams to understand the value of policies, adherence to regulation, and legal and compliance requirements of the Bank through effective communication structures.  

Key Responsibilities:

• Maintain and enforce ICT policies aligned with industry standards, regulatory requirements and the Bank’s strategic objectives.  
• Serve as the Risk champion, Support risk mitigation and reporting through governance committees. 
• Support the implementation of the ICT Governance, Risk & Compliance framework, ensuring it remains current and effective.  
• Ensure all ICT policies and guidelines are clearly documented, up-to-date, relevant, and socialized to all ICT team members.  
• Support execution of the Internal Risk Control Self-Assessments (RCSAs) with a focus on risk management practices and regulatory compliance. 
• Continuously monitor and improve the risk maturity posture of the department.   
• Support the enforcement of the change management policy, ensuring that risk and impact analyses are reviewed and properly documented for all ICT changes.  
• Co-ordinate all internal and external ICT audits and ensure they are conducted professionally and wholistically, with findings clearly communicated to ICT leadership and relevant stakeholders.  
• Ensure all strategic action items are closed within agreed timelines and progress is reported appropriately.  
• Collaborate with stakeholders across the organization to ensure IT initiatives adhere to governance standards, support strategic goals, and deliver measurable value.  
• Participate in all IT Governance activities and provide support to the broader IT strategy development and execution.  
• Communicate IT governance objectives effectively to IT teams, fostering understanding of the value of policies, regulations, and compliance requirements.  
• Drive governance-mandated responsibilities including audits, staff training, policy development, and business continuity planning.  
• Maintain data classification standards and governance framework.  
• Coordinate ICT disaster recovery plans and actions.  
• Ensure IT system deployments and projects adhere to governance. 
• Manage governance repositories.  

Academic Qualifications:

• Degree in Computer Science, Information Technology, Engineering, or a related field.
• Professional Certification in Governance of Enterprise ICT. 

Technical Skills:

• Minimum 4 years of experience in a similar role within the financial services industry, preferably in a digital banking environment. 
• Experience in technology risk management. 
• Competence in IT audit processes. 
• Understanding of IT Service management processes. 
• Proficiency in using GRC tools for governance, audit tracking, and compliance monitoring. 
• Ability to draft policies, procedures, reports, and governance frameworks to a professional standard.
• Ability to translate technical governance concepts into clear, actionable language for diverse audiences, from technical staff to executive leadership.  

Key Attributes:

• Strong leadership skills.  
• Demonstrate high levels of integrity.  
• Excellent communication and interpersonal skills.  
• Technology and domain knowledge.  
• Strong problem-solving and analytical abilities. 
• Excellent documentation skills. 
• Planning, organizing, and execution with precision. 
• Attention to details. 
• Stakeholder engagement skills. 
• Presentation skills. 
• Customer centricity.

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Job Purpose:

• This role is responsible for providing first-line support to customers using digital banking products and services. 
• The officer will troubleshoot technical issues, assist with product inquiries, and ensure a seamless digital banking experience.
• The role involves working closely with the Product Support Lead and other teams to resolve customer issues and improve product functionality.

Key Responsibilities:
Financial:

• Ensure efficient resolution of customer queries to minimize operational disruptions and service costs.
• Adhere to operational guidelines to reduce losses from service failures and customer disputes.
• Identify areas for automation to enhance efficiency in issue resolution.

Customer:

• Provide first-line support for digital banking products, including mobile apps, online banking, and digital services.
• Troubleshoot and resolve customer-reported issues, ensuring timely and effective solutions.
• Assist customers with product inquiries, usage guidance, and feature explanations.
• Conduct regular follow-ups with customers to confirm issue resolution and ensure customer satisfaction.
• Escalate complex issues to the appropriate teams for resolution.

Internal Processes:

• Document and track customer interactions, issues, and resolutions in the support ticketing system.
• Share logs and information with ICT support for technical troubleshooting.
• Conduct routine checks on digital banking solutions to identify and resolve operational anomalies.
• Participate in User Acceptance Testing (UAT) to validate new features and system enhancements before deployment.
• Ensure adherence to internal controls and operational guidelines to minimize risks and service disruptions.

Enablers:

• Work closely with the Product Support Lead and Product Manager to identify recurring issues and recommend improvements.
• Collaborate with ICT, Customer Service, and Compliance to streamline support processes.
• Participate in training sessions to enhance knowledge of digital banking products and customer support best practices.
• Assist in training bank staff on new systems, products, and policy updates.
• Maintain accurate records of all customer interactions and issue resolutions for reporting purposes.
• First-line resolution of customer issues related to digital banking products.
• Tracking and escalating unresolved issues to the appropriate teams.
• Ensuring compliance with SLAs for issue resolution.
• Managing vendor invoices, ensuring accuracy, timely uploading, and approvals.
• Maintaining an updated knowledge base for support processes.

Academic Qualifications:

• Bachelor’s degree in a relevant field (e.g., Business, IT, Finance).

Professional Qualifications / Membership to professional bodies/ Publication:

• Relevant professional certifications in digital banking or IT support will be an added advantage.

Work Experience Required:

• Minimum of 5 years of experience in customer support, preferably in the banking sector.
• Strong knowledge of digital banking products and core banking systems.
• Experience in handling vendor invoices and coordinating approvals.

Competencies:

• Troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in support ticketing systems and CRM software.
• Strong time management and ability to prioritize tasks.
• Customer-centric approach with empathy and patience.