Job Openings at NCBA Group

Job Purpose Statement

• To develop new processes and modify existing T24 functions to meet business requirements.
• To develop applications that interface with the Core Banking system to extend its capability.
• To closely work with testing teams to ensure solutions developed are defect free and meet business requirements.
• To Guide team members assigned to ensure solutions created meet the required standards for architecture, coding standards, IT security requirements.

 Academic qualifications:

• Bachelor’s Degree in Information Technology, Computer Science or related course.
• Professional training:
• ITIL Foundation
• Certificate in Programming in any 2 languages.

Desired work experience:

• At least 3 years practical proven experience in core banking development, support and troubleshooting of T24, web technology and programming in Info-basic.
• Proven experience in systems analysis, design, implementation and support.
• Experience in T24 template programming, T24 customization (VERSION, ENQUIRY, online services), COB , Design Studio
• Deep understanding of the following T24 modules: System Core tables, Funds Transfer, Teller, Arrangement Architecture, Forex , Integration Frameworks, Business Events
• Understanding of modern software development concepts like Continuous Integration and Continuous Delivery

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Job Purpose Statement

• Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training. Performing administrative duties and any other activities as assigned by the CX partner.

Key Accountabilities (Duties and Responsibilities)

Financial 10%    

Risk Management: 

• Ensuring all reports and monitoring activities comply with bank requirements in terms of rules policies, procedures and directives that eliminate any audit findings to achieve optimal efficiency, compliance and cost containment. 
• Minimization of exposures and impact of risks associated with service provision in line with Bank policies, regulatory guidelines, and Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations.
• Escalation of any detected incidences of lax adherence to procedures by Contact Centre stakeholders, to prevent further exposures to risk and loss impact.  

Internal business processes 45%    

• Data Extraction and collection
• Accurate spooling and compilation of daily and weekly data as required for report preparation and customer engagement from calls, emails, social media and SMSs.
• Surveys Sending out surveys to customers on a daily basis as per the stipulated time and parameters.
• Reporting: Assist in preparation of contact centre performance, quality and feedback reports and compilation of any other adhoc reports required by the Contact Centre.
• Analysis
• Track and analyse daily performance, statistics, repeat caller reasons and relating incidences for deductive purposes.
• Daily and weekly analysis of customer feedback (positive and negative) shared via surveys through call, email and chat platforms for reporting purposes and to outline recommendation and coaching needs.
• SLA Adherence 
• Ensuring that data extraction and analysis reports are ready in a timely manner, to ensure required reports are disseminated within the stipulated internal SLAs.
• Process Improvement
• Identifying process gaps within the contact centre and from customer pain points highlighted from shared feedback for improvement.

Customer 30%    

• Customer Touch Point Quality Regulation
• Assisting in quality evaluations and dissemination of feedback of all contact centre customer interaction points so as to safeguard consistency in service offered across the teams and adherence to established policies, processes, procedures and tools in achieving optimal efficiency
• Quality Assurance Coaching Program: 
• Identifying areas of coaching and recommending calibration programmes from evaluation exercises to ensure that service offered is consistent and aligned to set standards 

Learning and growth 15%    

• Stakeholder empowerment
• Participating in training of agents and other initiatives undertaken to close knowledge gaps of Contact Centre stakeholders.

Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications, especially Excel and Power point.
• Conversant with CRM.

Desired work experience:

• At least 3 years’ working experience in banking, preferably at a Contact Centre

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Job Purpose Statement

• The Data Scientist also plays a key role in the management of:
• Build econometric and statistical models for various problems inclusive of projections, classification, clustering, pattern analysis, sampling and simulations.
• Build the foundation of state-of-the-art scientific and technical capabilities within the Data Science department in order to support several planned and ongoing data analytics projects.
• Provide forward-thinking recommendations to the business by building in-depth understanding of the problem domain and available business data assets, especially those pertaining to strategic initiatives and value-based programs
• Execute ad-hoc data mining and exploratory statistics tasks on large datasets related to the business 'strategies.
• Generate actionable insights applying advanced statistical techniques, for example, predictive statistical models, segmentation analysis, customer profiling, analysis, survey design, and data mining
• Collaborate with senior data scientists to communicate obstacles and findings to relevant stakeholders in an effort to improve decision-making and drive business performance.

Key Accountabilities (Duties and Responsibilities)

• Data Science and Innovation - 60% Design, develop, and deploy advanced statistical, machine learning, and AI models to solve complex business problems, ensuring they are robust, scalable, and maintainable, and drive innovative solutions that enhance decision-making processes. Lead initiatives to explore and implement cutting-edge data science methodologies and technologies, staying current with industry trends and researching new techniques to apply innovative approaches to improve products, services, and operations. Collaborate with data engineering teams and data quality to improve data collection, storage, and processing infrastructure to support advanced analytics, implementing best practices for data quality, data governance, and efficient data workflows to enable innovative data science projects. Continuously monitor, evaluate, and optimize the performance of deployed models, ensuring they meet business objectives and deliver actionable insights, and make iterative improvements to enhance their accuracy, efficiency, and impact.
• Customer - 20% - Collaborate and communicate with stakeholders, including Marketing, Retail, Corporate and customer service/experience teams, to understand customer needs and pain points, and translate data insights into actionable strategies that enhance the customer experience and drive customer loyalty.
• Internal Business Process - 10% - 100% adherence to policies, procedures and statutory guidelines.    Audit, Compliance and Risk Rating = Satisfactory
• Learning and Growth - 10% Engage in ongoing learning and professional development by attending workshops, conferences, and online courses to enhance personal expertise and contribute to the team's capabilities. Mentor junior data scientists and analysts by providing guidance, support, and feedback, helping them to develop their skills and grow professionally. Up to date with NCBA mandatory Academy courses.

Job Specifications

• Academic:  Bachelor’s degree in Statistics, Mathematics, Computer Science, Machine Learning, Economics, or any other related quantitative field. Working experience of the equivalent is also acceptable for this position.  Master's in data science/Math or any Quantitative discipline is an added advantage
• Professional:  Big Data or Data Science certification from recognized institutions. Cloud and/or AI certifications from recognized institutions

 Desired work experience:

• At least 5 years working experience working with data analysis/data science and business outcomes research within a fast-paced and complex business setting, preferably working as a data scientist.
• Experience working in probability and statistics, time-series analysis, or econometrics as well as experience in the use of machine learning methods, for example, linear regression, decision tress, and so forth.
• Experience as well as in depth knowledge of the Python programming language, SAS Enterprise Miner and substantial knowledge of big data platforms such as Aster and Hadoop.
• Experience in developing, deploying and monitoring of models