Jobs at NCBA Group

To champion CRM usage across the Bank through training, constant performance monitoring, and reporting of usage statistics. Through discussions with different business units, coordinate relevant changes to the system to increase efficiency and automate workflows with the aim of enhancing Customer Experience.

Financial 10%

• Support usage of the CRM sales module for pipeline management and increased conversion of leads to closed opportunities

Internal business processes 40 %

• Monitor active workflows in the CRM system to ensure that they are working as per Business expectations
• Coordinate CRM training for all departments, both Business & Support
• Assist various departments to improve on their system usage through raising change requests based on their functional needs
• Assist in the preparation of analysis and business reports; this will include both retail/sales and customer behavior data

Customer 40% 

• Develop data sets to assist Business teams in creating unique and specialized marketing campaigns to increase product uptake
• Ensure system integrations for customer data import are optimal
• Work with system administrators to ensure that customer data imported on CRM is accurate
• Monitor customer management workflows in the system to ensure maximum and most effective customer engagement for all segments
• Perform data analyses and post activity evaluations to deliver customer insights and make recommendations

Learning and growth 10%

• Attend trainings scheduled by the HR training & development unit
• Take courses to improve relevant skills required to perform the role optimally

Ideal Job Specifications

Academic:

• University student in Business or Marketing related discipline
• Professional: Data analytics qualifications desirable
• Desired work experience: Minimum 1 year experience in Banking, Data Analytics and/or Customer
• Experience: Experience in CRM Utilization and Analysis is an added advantage 

NCBA Core Value Behaviours (Performance Drivers)

• Driven: Passionate, makes bold decisions and learns from failures. Seeks new challenges and appreciates different views, constantly raising the bar. Explore full potential.
• Open: Candid, honest and transparent. Listen to others and our clients. Inclusive and always respect others.
• Responsive: Proactive, acts quickly and resolutely to deliver results. Puts our customer’s interests at the heart of all that we do. Keep it simple and seeks new ways to improve.
• Trusted: As a trusted partner, do what is morally right always. Keep our word.
• Accountable and believe

Technical Competencies

• Good analytical skills to establish thematic challenges that can be addressed on the CRM System
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.

Technical skills to effectively perform and guide CRM

• testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks.
• Knowledge and understanding of relevant products and services
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Effective training skills

Behavioral Competencies

• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact
• performance.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills.
• Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward. 

go to method of application »

The purpose of the role is to implement product and process improvement initiatives within the bank for optimum value (efficiency and effectiveness), in line with the bank’s strategic objectives.

Financial 10% 

• Value creation through process and product reviews with owners to evaluate efficiency and effectiveness of products or process and recommendation on way forward.
• Ensures that all process improvement initiatives are being tracked and reported on a regular basis.
• Maintaining cost efficiency in delivering projects. 

Internal business processes 70%

• Manage and execute the Business Analysis effort during the entire project lifecycle. 
• This entails understanding the business needs and project objectives then defining Business requirement documents (BRDs) and Use Cases using relevant tools and techniques.
• Lead and guide business units in the project Startup and Initiation phase; strictly managing drawdowns, governance and documentation.
• Lead business process reviews and support continuous improvement of bank systems,  processes and people across all channels to ensure that the bank has the appropriate platform and capabilities for delivery of strategy.
• Lead the testing and user acceptance process to ensure solutions are successfully implemented and meet client/business requirements. 
• Manage specific application quality assurance and help desk activities including the tracking of bug reports, change requests and ensuring their timely resolution.
• Management of operational risks in the design and implementation of new and/or changes to business processes and systems

Customer 10% 

• Build and maintain positive working relationships with business and technical teams; serve as resource for technical or business expertise and advice on strategic priorities and projects.
• Support the integration of best practice into the bank’s process re-engineering methodologies and tools using best practice frameworks; Mission
• Directed Work teams & Six Sigma, to support innovation
• Communicating change, insights and plans to cross-functional team members and management.

Learning and growth 10% 

• Personal Competence Development
• Completion of at least 1 technical
• skills/certification per annum
• Staying up-to-date with the advances in technology to automate and modernise systems and processes.
• Conduct research into project-related issues and products in order to foster continuous improvement.

Ideal Job Specifications
Academic:

• University degree – Upper 2nd Class or equivalent. Minimum B plain orequivalent.

Professional:

• Business Analysis Training
• PMBOK or Prince 2 Training (Certification is an added advantage)
• Lean and/or Six Sigma training (Certification is an added advantage)

Proficiency in office automation, banking technologies and MS Projects

Others

• Analytical and conceptual thinking skills
• Planning, organizational and time management skills
• Reporting and presentation skills
• Ability to influence stakeholders and work closely with them to craft acceptable solutions.

Desired work experience:

• A minimum of 3 years’ experience as a business or process analyst.

Technical Competencies

• Technical skills to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
• Knowledge and experience in modern BPR methodologies to provide guidance on best practice, Business processes analysis and related documentation Knowledge of relevant banking policies, processes, procedures and guidelines to achieve required compliance standards or benchmarks
• Proficiency in Business Analysis
• Knowledge of project management techniques (PMBOK or Prince 2)
• Knowledge of Lean and/or Six Sigma application
• Good understanding of key Bank products to enable business process re-engineering.
• Proficiency in office automation, banking technologies and MS Projects

Behavioural Competencies

• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact performance
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
• Persuasion skills to influence convince or impress others in a way that results in acceptance, agreement or behaviour change.
• Speaks clearly, fluently and in a compelling manner to both individuals and groups. Able to create rapport with others and develop effective communication and team spirit with colleagues.
• Writes in a clear and concise manner, using appropriate grammar, style and language.
• Planning and organizing skills to effectively organize and
• schedule events, activities and resources.
• Strong teamwork and personal leadership skills.
• Strong negotiation skills.
• Ability to facilitate relations between business groups, the technology department and project implementation teams.
   

go to method of application »

This is an ICT specialist supervisory role whose purpose is to ensure effective and efficient support and system administration to ATMs, Cash Depositors, Teller Cash Recyclers, card management systems, card production systems / hardware and other related card support applications are implemented and supported across the entire NCBA Group PLC. The incumbent will work closely with Process and Product owners across the bank and other
officers within IT and will be responsible for ensuring that the pertinent Service Level Agreements measures are consistently attained – so as to support and contribute to the bank’s strategic objectives now and in the future.

Key Accountabilities (Duties and Responsibilities)

Application Development 30%

• Provide Second and third Level technical & application
• Support for ATM and card products family of systems and supporting environments
• Facilitate Card application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service

Incident / Problem Management 40%

• Resolve any incidents causing interruption of service in the
• quickest and most effective way possible according to defined SLA's.
• Ensure availability of 24 hour on-call support on the ATM
• Network and Central system and provide remedial actions so as to observe service level agreements with business.

Change Management 5%

• Evaluate and plan for changes to managed application system and ensure established change management
• procedures and ensuring the quality and continuity of the service at all times
• Work closely with system vendors, TSYS, Tieto, VISA , MasterCard, EFT Corp ,NCR etc. for escalations and system upgrades to ensure compliance with dynamic regulatory requirements.

IT Governance and Security 10%

• Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured.
• Business Continuity

Management 10%

• Flag areas having inadequate DR, work with IT Infrastructure and Manager Core Systems towards mitigating actions where applicable to enable business operations if BAU fails (specific to Card Systems). 
• Test and Document Disaster Recovery Procedures.

People Management 5%

• Supervise the Card Support teams’ activities, planning and prioritising work functions

Ideal Job Specifications

• Undergraduate degree in Computer Science /Information Technology - Minimum Upper 2nd
• Class honours or 3.0 GPA.
• Three year's practical proven experience in installation, setup, support and troubleshooting of any CMS Application across all layers. Preference given to PRIME, ONLINE systems or Tieto.
• Experience in supporting core banking system, especially T24, will be an added advantage.
• Proven experience in supporting banking channels (mobile, internet, ATMs etc.)
• 1-2 Years in a supervisory role
• Proven experience in systems analysis, design, implementation and support
• Working knowledge of Card Industry Security Standard – PCI-DSS
• Proven knowledge of banking operations, operations in business units and business impact analysis
• A good understanding of Operating systems; particularly Linux, UNIX and Microsoft Operating systems.

Technical Competencies

• Technical understanding of Card Industry Standards and Operations including security standards e.g PCI/DSS
• Technical skills to effectively perform Card system, business systems and ATM product support activities/tasks in a manner that consistently produce high quality of service.
• Technical skills to effectively perform or guide performance of
• Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise
• Architecture standards
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ensure that all the managed application platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.
• Define, analyze, plan, measure and improve all aspects of the availability of Payment Systems; ensuring that the systems, are meeting the agreed availability targets.

Behavioural Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision
• Ability to adapt to changes in systems and procedures
• Planning and organizing to effectively structure work
• assignments for timely delivery on system analysis assignments.
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks. 

go to method of application »

Responsible for daily extraction and analysis of data and compilation of various reports for the Contact Centre. Supporting in the monitoring of KPI and metric compliance by the Contact Centre and alerting the CX partner on areas of coaching intervention and training.

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.
• Personal Growth
  • Manage learning and development against personal development plan.
  • Proactive learning and review of relevant available courses and material, to keep up with customer experience trends and solutions

Ideal 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

Technical Competencies

• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines.
• Good knowledge of bank products, services, channels and a good understanding of issue management resolution.
• Interest and understanding of emerging industry trends in
• Customer Experience Creative problem solving skills and a solid attention to detail.
• Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Excellent written , oral communication and presentation skills.

Behavioural Competencies

• Ability to work independently, self-directed and solutions-oriented
• Energetic and engaging with passion directed at influencing great delivery of service
• Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, trust and teamwork that are needed to support performance in the department and customer-service oriented culture.
• Open minded with a positive outlook and should a willingness to assist stakeholders.

go to method of application »

This position is responsible for designing, developing and implementing innovative RPA solutions that can enhance business productivity and maximize efficiency. It also involves understanding the business and its challenges, functionally outlining a solution to the identified use cases and then developing the required solutions.

Key Accountabilities (Duties and Responsibilities)

Financial 10% 

• Analyze business processes and workflows with the objective of finding out how they can be improved or automated to save on cost.
• Manage cost cutting initiatives to adhere to the set Business process budget

Internal business processes 60% 

• Analyze new process automation candidates, quickly assessing feasibility and accurately estimate development effort
• Configure new processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand
• Apply RPA workflow design best practices when developing or maintaining workflows
• Create and document test cases for negative scenarios, in order to document workflow behavior when certain systems malfunction, as well as performance scenarios, in order to stress test systems behavior
• Review workflows developed by other RPA Developers to ensure compliance with internal control / security / audit requirements
• Support the operational teams by staging and deploying automation solutions into test and production environments and providing post-production support.
• Provide maintenance to production workflows by ensuring second level support for workflow incidents; investigate reported errors, agree on error severity and propose resolution
• For workflow support tasks, respect SLAs agreed with business for workflow downtime
• Report issues to third level support (RPA vendor) if incidents cannot be solved by the internal team; ensure development fix, unit testing and production deployment preparation
• Configure enhancements /change requests to already automated processes
• Work directly with business teams to support various projects and solutions.
• Assisting in collecting and identifying functional requirements
• Investigating and documenting better practices/alternative solutions that could be used in future development
• Design technical specification documents for RPA Projects
• Utilize problem-solving skills to understand client pain points and troubleshoot as challenges arise.
• Prepare and provide regular and accurate progress reports for tracking and decision-making.

Customer 20% 

• Build and maintain positive working relationships with all levels of staff.
• Drive for the customer experience organization metrics to be achieved through the implementation of process efficiency initiatives
• Learning and growth 10% 
• Be self-driven and directed, build own skill and effectiveness, presentation and stake holder management
• Take courses to improve relevant skills required to perform the role optimally

Ideal Job Specifications

Academic:

• Bachelor’s degree from a recognized accredited university.

Professional:

• Basic knowledge of Machine Learning (ML) and Artificial Intelligence
• Process modelling experience using MS Visio/any other tool
• Mastery of automation tools such as Microsoft Power Automate, UiPath, Blue Prism
• Experience with Databases, such as SQL

Desired work experience:

• Minimum 3 years of hands on development experience relevant professional experience in banking or financial services secto

Technical Competencies

• Technology
• A track record in the successful delivery and support of excel macros, Visual
• Basic scripts or other configuration/scripting type technology
• Understanding of workflow-based logic and the ability to both understand a business process from a workflow diagram and to conceptualize it as an automated solution
• Banking Knowledge
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Organisational Skills

• Ability to plan and organise self and work in order to achieve objectives and targets and is determined to and accountable for delivery of outcomes and is able to overcome obstacles in order to move forward.

Behavioural Competencies

• Communication Skills 
  • Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance. Good written and oral communication skills
  • Good communication skills with the ability to present technical details to a nontechnical audience.
  • Good written skills with the ability to produce clear and concise documentation
• Leadership 
  • Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively.
  • Adheres to the company’s policies and delivers to set objectives. 
  • Has high moral intelligence.
• Customer Engagement (internal & external) 
  • Resolves stakeholders’ queries and challenges in organized way, providing the highest quality service and monitors to confirm that their needs have been comprehensively addressed.
  • Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers.
  • Self-Empowerment To enable development of open communication, team work and trust that are needed to support performance and customer service oriented culture
  • A self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of a team.
• Planning and organizing :
  • Organizes and schedules events, activities, and resources. Sets up and monitors timescales and plans to effectively deliver
  • Problem Solving An aptitude for problem solving, with the ability to take a logical route to the
  • source of an error.
     

go to method of application »

Driving of Customer Experience across various digital customer touchpoints and other points of interaction with the aim of ensuring that we are consistently delivering the service as expected and proactively responding to customer pain points and continuously improving service to our customers.

Key Accountabilities (Duties and Responsibilities)

Internal engagements 20% 

• Reviewing customer experiences across different channels including Online Banking, Mobile Banking, Cards and other digital touchpoints.
• Mining of service improvement areas from VOC reports, transactional data reports and other internal engagements held with stakeholders and
• recommending improvement areas based on strategic data insights.
• Developing service improvement strategies in collaboration with internal stakeholders that will drive continuous improvement across the various bank customer touch points. Such stakeholders will include the Contact Centre, branches, Cash Management team and other support teams.
• Ensure effective management and execution of the service improvement strategies in collaboration with the IT team and other stakeholders.
• Performing system tests together with the key product owners to ensure that solutions provided
• meet the customer needs and expectations and are aligned with the NCBA Customer Experience

Essence.

• Ensuring that proper documentation of processes is done to support any changes that are effected in liaison with the affected teams and BPM.
• Ensuring that key initiatives are budgeted for and
• tracking the budget to ensure that spend is within budget.

Internal business processes 35% 

• Reporting
  • Documentation of all strategies
  • Reporting on the status of ongoing key Customer
  • improvement initiatives to the respective stakeholders and through the Customer Experience
• Management reports.
  • Regular reporting of impact of service related inefficiencies to customers and the bank bottom line and strategy of going for the top.
  • Document the benefits derived from the respective initiatives in terms of key customer metrics.
• Collaborate
  • With all CX Partners, Consumer Insights team, Business process, Strategy teams to drive continuous improvement towards service excellence and synergised efforts
  • Bring together teams for better engagement and teamwork on resolution of key customer pain points.
  • Insight
  • Mine from various data sources to generate strategic service improvement initiatives.

Customer 25% 

• Customer Focus
  • Generate strategic insights from Service Audits and research done at all customer touch points to improve the customer’s experience.
  • Track and report on impact of service improvement strategies.
  • Ensure a customer centric approach across the bank’s people and service touch points.
  • Ensure the VOC is embedded in the bank’s products. 

Learning and growth 10% 

• Personal Development
  • Manage personal learning and development against personal develop plan.

Ideal Job Specifications

Academic:

• University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

• Proficient in use of relevant MS Office applications and statistical packages.
• Certification in Quality Assurance an added advantage
• Quality Assurance experience an added advantage
• Project management

Desired work experience:

• At least 7 years working experience in a project management/IT or Customer Experience 

NCBA Bank Core Value Behaviours (Performance Drivers)

Living the core bank values of being:-

• Driven
• Open
• Responsive
• Trusted

Ideal Job competencies

Technical Competencies

• Leadership and team management
• Excellent problem solving and analytical skills
• Knowledge and effective application of all relevant bankingpolicies, processes, procedures and guidance to consistently achieve required compliance standards or benchmarks
• Knowledge of MS Office applications and statistical packages.
• Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
• Coaching and training

Behavioural Competencies

• Strategic service improvement agent
• Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
• Should possess the sound organizational and planning skills with a solid an attention to detail.
• Excellent interpersonal skills.
• Excellent written and oral communication skills
• Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Customer focus Manage and guide on requirements and quality of report outputs from CX Analysts to ensure that actionable insights are generated.
• Ensure timely cascade of reports with all stakeholders.

go to method of application »

The role holder is responsible for ensuring that all workflows designed and approved for implementation are deployed as per the agreed project timelines and the agreed quality standards. They will act as a liaison between the business process teams and the developers. The role holder would be responsible for ensuring that the solutions developed would meet the future requirements of the business.

Key Accountabilities (Duties and Responsibilities)

Financial 20%

• Designs and collaborates (with Finance) to track metrics and key performance indicators for each process improvement project.
• Ensure that workflow automation projects are delivered on time and within budget with minimal reworks

Internal business processes 50%

• Oversee and assist in the development of workflow automation projects
• Provide support and ongoing maintenance for workflow automation projects
• Liaise with technical teams to ensure ongoing platform stability
• Manage licensing of applications and users
• Develop appropriate documentation for implemented workflow use cases
• Champion platform adoption across functions and use cases
• Provide sound data intelligence and support to the business, by communicating key insights, risks, and findings
• Establish and maintain key change management controls of the workflow automation framework
• Manage the book of work for workflow automation efforts
• Build tactical prototypes and POCs that can become longterm solutions

Customer 20%

• Manages relationships with business partners and sponsors to help them understand business cases and to foster a culture of continuous improvement across the Bank.
• Build and maintain positive working relationships with all levels of staff, External Vendors and serve as resource for BPM related issue resolution
• Drive customer experience metrics that reduce the effort to receive service from the Bank due to process hurdles

Learning and growth

• Be self-driven and directed. Build own skills in problem solving and effective presentations, communication and writing skills

Ideal Job Specifications

Academic:

• Bachelor’s/University degree, or equivalent technical experience

Professional:

• Agile project management certification

Desired work experience:

• Minimum 4-6 years of relevant work experience in process automation
• Experience developing workflows
• Previous work experience in Financial Services
• Experience executing and managing technology projects

NCBA Bank Core Value Behaviours (Performance Drivers)

• Driven: By being decisive, passionate and bold
• Open; By always being honest, transparent, inclusive
• Responsive: By embracing speed, simplicity and innovation, and focusing on our customers.
• Trusted: Because we value teamwork, integrity and accountability.

Technical Competencies

• Project Management skills
• Strong project and time management skills, with a keen sense of urgency and ownership
• Problem-solving Skills
• Strong decision making, and problem solving skills; ability to work independently with minimal supervision
• Well-versed in developing architectural structures that help to identify and resolve business problems

Behavioural Competencies

• Results and Achievement oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards
• Personal Ethics: Must be honest, fair, just but firm with her/himself, and of high integrity
• Teamwork : Spirit Work efficiently with various management personnel
• Human Resource Management Skills: Ability to bring together processes across different businesses, regions and support functions
• Communication Excellent communicator: with a proactive and “no surprises” approach in communicating issues
   

go to method of application »

The purpose of this role is to ensure ATMs, Cash Depositors, Teller Cash Recyclers, card management systems, card production systems/hardware, and other related card support applications are implemented and supported adequately; in a manner that ensures that the customer receives reliable service, their information is secured properly and Service Level agreements of uptime and performance is attained and maintained at all times.

Key Accountabilities (Duties and Responsibilities)

Application Development 30%

• Provide Second and third Level technical & application Support for ATM and card products family of systems and supporting environments
• Facilitate Card application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service
• Incident / Problem Management 40%
• Resolve any incidents causing interruption of service in the quickest and most effective way possible according to defined SLA's.
• Ensure availability of 24 hour on-call support on the ATM
• Network and Central system and provide remedial actions so as to observe service level agreements with business

Change Management 10%

• Work closely with EPM (Project Office), system vendors, TSYS, Tieto, VISA , MasterCard, EFT Corp ,NCR etc. for escalations and system upgrades and changes (CRs) to ensure compliance with dynamic regulatory requirements

IT Governance and Security 10%

• Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured

Business Continuity Management 10%

• Flag areas having inadequate DR, work with IT Infrastructure and Manager Core Systems towards mitigating actions where applicable to enable business operations if BAU fails (specific to Card Systems). Test and Document Disaster Recovery Procedures

Ideal Job Specifications

• Undergraduate degree in Computer Science /Information Technology - Minimum Upper 2nd Class honours or 3.0 GPA.
• Three year's practical proven experience in installation, setup, support and troubleshooting of any CMS Application across all layers. Preference given to PRIME, ONLINE systems or Tieto.
• Experience in supporting core-banking system, especially T24, will be an added advantage.
• Proven experience in supporting banking channels (mobile, internet, ATMs etc.)
• Proven Experience in SQL Scripting
• Proven experience in systems analysis, design, implementation and support
• Working knowledge of Card Industry Security Standard – PCI-DSS
• Proven knowledge of banking operations, operations in business units and business impact analysis
• A good understanding of Operating systems; particularly Linux, UNIX and Microsoft Operating systems.

Technical Competencies

• Technical understanding of Card Industry Standards and Operations including security standards e.g PCI/DSS
• Technical skills to effectively perform Card system, business systems and ATM product support activities/tasks in a manner that consistently produce high quality of service.
• Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Ensure that all the managed application platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology. Define, analyze, plan, measure and improve all aspects of the availability of Payment Systems; ensuring that the systems, are meeting the agreed availability targets.

Behavioural Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision
• Ability to adapt to changes in systems and procedures
• Planning and organizing to effectively structure work assignments for timely delivery on system analysis assignments.
• Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks. 

go to method of application »

This role will provide technical security assurance, to ensure that existing and new systems, services and products meet the security compliance threshold. The jobholder will work closely with IT teams to ensure that existing systems meet Bank’s security requirements as well as best practices.