Jobs at NCBA Group

Job Purpose Statement

This is an ICT specialist role whose purpose is to provide effective and efficient support and system administration to the bank’s digital channel systems and integration components. This includes but is not limited to Mobile Banking, Internet Banking, Mobile Money Payment systems, Bill Payment
Systems etc.

Key Accountabilities (Duties and Responsibilities)

Application Development 30%

• Provide Second and third Level technical & application Support for Mobile, MPESA and Internet Banking products family of systems and supporting environments
• Facilitate Digital Channels 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 Digital Channels system and provide remedial actions so as to observe service level agreements with business

Change Management 10%

• Execute System integration testing and subsequent implementation of system upgrades, hotfixes, patch releases and CR deployments
• Participate in running Digital Channels projects as the Technical Resource

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 

Ideal Job Specifications

• Degree in Computer Science or relevant IT degree from a University with a reputable curriculum.
• Training and applied knowledge in Digital Channels Support, Unix and Oracle

Ideal Job Specifications

• Three year’s practical proven experience in installing, setup, support and troubleshooting of 3 tiered application architecture, including web technology support e.g. Jboss, WebLogic and IIS.
• Proven experience in supporting banking channels (mobile, internet, ATMs etc)
• Proven experience in systems analysis, design, implementation and support.
• Proven experience in SQL Scripting
• Proven knowledge of banking operations, operations in business units and business impact analysis.
• Thorough knowledge of the Bank’s core banking system.
• 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 Internet Banking Web application frameworks and Operations including SSL and architectural security standards.
• Technical skills to effectively work with MNOs and Aggregation partners to perform USSD / B2C / C2B / Bill Aggregation 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.

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Job Purpose Statement

Responsible for analysis of Quality data to generate reports and insights that support to the IT and teams that deal with digital channels to track daily compliance to assigned Bank processes and procedures and SLAs and working with the CX Business partner to identify areas of intervention

Key Accountabilities (Duties and Responsibilities)

Financial 15% Risk Management:

• Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
• Minimization of exposures to 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.

Internal business processes 45% Reporting: 

• Preparation of periodic quality reports for continuous monitoring and adherence to customer experience KPIs and SLAs.
• Analysis: Qualitative and Quantitative analysis as per agreed customer satisfaction tracking system parameters for transaction processing systems and customer channels.
• Service Improvement through closure of feedback cycle through analysis of uptimes/downtimes and provision of insights and recommendations based on gaps identified from system reports to improve customer experience.
• Facilitating and follow up of both internal and external overdue service improvement request, complaints and inquiries logged on Daraja by responsible teams.

Customer 25% Customer Touch Point Quality

1. Conducting Service Audits at all digital customer touch points so as to safeguard consistency in adherence to and effective application of
2. established policies, processes, procedures and tools in achieving optimal efficiency
3. Identifying customer Service training gaps and recommending the same for scheduling and action.
4. Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all service
5. quality KPIs are adhered to.

Learning and growth 15% Personal Growth

• 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.
• Great self-drive and meeting of deadlines.

Desired work experience:

• At least 3 years’ working experience in banking, preferably in a customer service role

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven

Technical Competencies

• Knowledge and effective application of all relevant banking
• strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
• Knowledge and understanding of emerging industry trends in Customer Experience
• Should possess the sound organizational and planning skills with a solid and attention to detail
• Problem solving skills
• Innovativeness and root cause analysis capability
• 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, presentation and oral communication 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, teamwork and trust that are needed to support performance and customer-service oriented culture.

go to method of application »

Responsible for analysis of Quality data to generate reports and insights that support the CX partner and respective units and tracking of daily compliance to assigned Bank processes and procedures to identify areas of intervention.

Key Accountabilities (Duties and Responsibilities)

Financial 15% Risk Management:

• Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
• Minimization of exposures to 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.

Internal business processes 45% Reporting

• Preparation of periodic quality reports for continuous monitoring and adherence to customer experience KPIs and SLAs.
• Analysis: Qualitative and Quantitative analysis as per agreed customer satisfaction tracking system parameters.
• Review SLA adherence within key customer impacting processes to ensure that customers are receiving services as promised through tools such as CRM.
• To review gaps in SLA adherence and engage internal stakeholders including the affected units and BPM to close the gaps.
• Process Improvement through closure of feedback cycle through analysis of customer feedback and provision of insights and recommendations based on gaps identified from internal processes to improve customer experiences.
• Facilitating and follow up of both internal and external overdue customer service request, complaints and inquiries logged on CRM by responsible teams.
• Regular follow up of Aged IBPS cases to ensure that no overdue items are held in the processing queues.

Customer 25% Customer Touch Point Quality

• Conducting Service Audits for different bank processes so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency.
• Identifying customer Service training gaps and recommending the same for scheduling and action.
• Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all service quality KPIs are adhered to.

Learning and growth 15% Personal Growth

• 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.
• Great self-drive and meeting of deadlines.

Desired work experience:

• At least 3 years’ working experience in banking, preferably in a customer service role

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven

Technical Competencies

• Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
• Knowledge and understanding of emerging industry trends in Customer Experience
• Should possess the sound organizational and planning skills with a solid and attention to detail
• Problem solving skills
• Innovativeness and root cause analysis capability
• 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, presentation and oral communication 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, teamwork and trust that are needed to support performance and customer-service oriented culture

go to method of application »

The role is responsible for the consolidation of Customer Experience reports and insights generated from different teams within the Group for management and executive appreciation and addressing departmental requests on performance, timely and effective delivery of customer/operational analysis, and experience designs that underpin strategic change programs in the business.

Key Accountabilities (Duties and Responsibilities)

Financial 30% Risk Management:

• Ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
• Minimization of exposures to 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.
• Reduction of financial exposure by ensuring that open audit issues are resolved within the set timelines.

Internal business processes 45% Reporting: 

• Preparation of periodic global Customer Experience reports that consolidate insights from various customer touchpoints.
• Preparing dashboards of consolidated Customer Experience KPIs and SLA reports to provide a global view of the group’s performance against set KPIs.
• Tracking of key commitments and action by the group Customer Experience team to ensure that the team is meeting its key objectives.
• Working alongside CX colleagues to coordinate focused projects and activities with cross-functional teams, including defining key activities, identifying potential issues that may impact success, managing action items, and providing relevant and timely communications to key stakeholders
• Work with CX leaders to support building and maintaining our CX insights programs including survey programming and dashboard building
• Extract data from CX programs and other sources, as requested, and work with CX leader to display data in easily understandable format; synthesize data, and provide summary interpretations
• Create a variety of CX deliverables as assigned, such as monthly and quarterly insights reporting using data from existing programs, project documentation, scorecard updates, internal communications, and ad hoc presentations
• Assembling the data and insights, and with an enquiring mind start to formulate the story of the experience using data visualization (excel, PowerPoint and other tools) and documentation, or by creating/appending to a journey framework
• Assist the CX manager facilitating the workshop, helping attendees populate frameworks, supporting break out groups, maintaining work boards as required
• Document workshop outputs, curate digital library of CX assets and documents

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.
• Great self-drive and meeting of deadlines.

Desired work experience:

• At least 1 years working experience in banking, preferably in a customer service role

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven

Technical Competencies

• Should possess the sound organizational and planning skills with a solid and attention to detail
• Problem solving skills
• Innovativeness and root cause analysis capability
• 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 and oral communication 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, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Manage personal learning and development against personal develop plan