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  • Posted: Jul 29, 2020
    Deadline: Aug 4, 2020
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    HFC is the banking and property finance subsidiary of HF Group, offering fully fledged commercial banking and property finance solutions. These competitive solutions are customized to meet the unique needs of our customers. These include Retail Banking, Trade Finance, SME banking, Asset Finance & insurance Premium Financing, plot loans, construction fin...
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    Manager IT Services

    Overall Job Purpose

    The  purpose of the role is to ensure that the HFC IT team deliver quality service through planning, scheduling and measurement of IT services to provide the agreed levels of service, taking into account the changes in both supply and demand and seeking to proactively and continuously improve services to the bank’s internal and external customers.

    Principle Accountabilities

    • To develop and maintain strategic relationships with the various departments across the bank, partners and suppliers. Define, negotiate, and regularly track SLAs of IT services with various business units and 3rd party service providers for HFC. 
    • Ensure effective on-going monitoring and support for all systems in use by both internal and external customers by maintaining IT services provision at the highest possible levels. Carry out regular performance measurements (MI/Reporting, trend analysis, KPIs) to ensure that HFC IT services are delivered as per SLA's by both internal IT and external vendors and providing metrics for periodic SLA and contract reviews and renewals.
    • To define, implement and oversee the IT change management framework and process in line with industry best practices e.g. ITIL, COBIT to minimize the impact of IT infrastructure changes to internal and external customers.
    • To develop, implement and continuously improve ICT "best practice" tools and processes based on IT services management frameworks e.g. ITIL, COBIT. Promote a quality & risk management culture in IT services through the development and implementation of appropriate quality & risk strategies to manage the services, the supply chain of IT services, provide the required levels of service, system performance and functionality that meet business objectives.
    • Provide inputs into IT strategic planning and budgeting processes to ensure that key service themes are addressed to improve availability while improving self-service. 
    • Own the IT services catalogues and ensure it is regularly updated with all services provided by IT.
    • Oversight and ensure best practice in operation, administration and reporting of infrastructure (networks, system administration, servers), databases (backups, storage and tuning activities), applications, channels and security activities.

    Minimum Qualifications, Knowledge and Experience

    • Degree holder in Information Technology with professional qualification in Project Management. Master’s degree would be an added advantage.
    • ITIL Service Level Management practitioner certificate.
    • Prince 2, PMP, Scrum, COBIT, or any other IT Management Framework
    • 7 years’ work experience with more than 4 years in services management.3-4 years in supervisory role.
    • Working experience in a bank or other financial services organization would be added an advantage.

    Key Competencies and Skills

    • Results oriented, excellent interpersonal skills, analytical thinker and problem solving skills.
    • Good communicator, self-driven and a team player.
    • Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
    • Must be a team player and have integirty 

    go to method of application »

    Level II Support Analyst

    Reporting To: Head of IT Operations

    Overall Job Purpose

    The Level II Support Analyst will be rersponsible for delivering ICT support to the Core Banking Systems and other Business systems by providing technical assistance, analysis and solutions to issues reported, reports and administration services in a manner that ensures that all customer information is secure and 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.

    Principle Accountabilities

    • Execute and monitor tasks and programs as outlined in the appropriate task schedules.
    • Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
    • Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
    • Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.
    • Install and perform minor repairs to software following the genuine installation or repair instructions.
    • Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationary and other IT supplies.
    • Help enhance relationship with vendors in conjunction with the corporate leadership.
    • Prepare status reports and monitor, analyse and evaluate the performance of various systems.
    • Identify performance degradation trends and problem areas and actively participate in resolution.
    • Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
    • Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.
    • Work closely with other IT teams to ensure systems are integrated correctly to provide the required service

    Minimum Qualifications, Knowledge and Experience

    • A Bachelors degree  in Information Technology from a recognized University (minimum – 2nd class upper or equivalent).
    • A minimum of 2 years working experience in a busy IT environment as a systems analyst with hands on role in application administration.
    • One or more IT certification such as in Microsoft systems and Oracle will be an added advantage.

    Key Competencies and Skills

    • Must be results oriented
    • Analytical thinker
    • Problem solving skills
    • Must be self-driven 
    • Must have good analytical and problem solving skills.
    • Must have attention to details.
    • Must have good communication and interpersonal skills
    • Must be a team player and have integrity

    go to method of application »

    Call Centre Officer

    Reporting To: Team Leader Customer Service

    Overall Job Purpose

    The Call Centre Officer will be responsible  for providing a first line support to service and resolution to bank customer queries through the allocated support lines on call as well as respond to queries via email, social media and letters while ensuring that all the processes and procedures are adhered to.

    Principle Accountabilities

    • Receiving inbound customer calls and handling as per laid down procedures and observing call quality while raising Service Requests for escalations of issues that require further investigation.
    • Daily on-boarding of customers as per laid down procedures and observing call quality.
    • Manage customer queries received via alternative channels such as emails, letters, calls Facebook, Instagram, LinkedIn, Twitter and handling them as per laid down procedures and observing contact quality. 
    • Pursue the achievement of business growth targets via selling and cross-selling of the Bank’s products and services through lead generation.
    • Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
    • Ensure timely and complete resolution of customer queries.
    • Provide daily, weekly, monthly and any other assigned Reports to support these activities

    Minimum Qualifications, Knowledge and Experience

    • A business related degree from a reputable institution.
    • Atleast 2 years working experience in Customer service and /or Call Centre.

    Key Competencies and Skills

    • Ability to multitask and perform under tight deadlines
    • Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
    • Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
    • Must have comprehensive background with all aspects of Training (i.e. experience in the various skills within the Call center) and/or Quality Assurance in a call center.
    • Excellent knowledge of HF Group products and services.
    • Good understanding of the bank’s processes and procedures both in branches, service centres, Central procesing  and mobile banking.
    • Knowledge and experience in managing social media pages.
    • Time management skills; can manage stress and pressure; focused and driven.
    • Understanding customer requirements.

    go to method of application »

    Software Developer

    Reporting To: Head of Digital Transformation & PMO

    Overall Job Purpose

    The Software Developer will be responsible for the design, specifications, development, system testing and technical management of the Payments Gateway and Mobile Financial Services Platform.  The role takes business strategy and customer requirements fully into account when making proposals and/or carrying out work.

    Principle Accountabilities

    • Manage the design, development and continuous improvement of the Bank’s Mobile Financial Services Platform (MFSP). This will include evaluating, planning, implementing and maintaining the assigned work packages in IT Projects within agreed time and budget constraints.
    • Manage relationships with all technology based service providers as a way of ensuring that uptimes are optimized.
    • Provide input into the development and maintenance of the Business Continuity Plan and Data Security Plan for the MFSP in order to guarantee continuation of services at all times. Ensure the MFSP is designed, and configured to be aligned to the BCP and Data Security Plan
    • Provide expert guidance on 2nd level escalations on the MFSP and Payment Gateways to the team’s running the IT platforms on a day to day basis
    • Ensure appropriate controls and monitoring mechanisms to keep information technology operations and services in place despite power outages and telecommunication failures.
    • Ensure appropriate MIS are produced for users.
    • As a member of various systems related committees and projects, take a proactive role in influencing policy and the strategic direction of the Bank.
    • Ensure that all the assigned bank information technology platforms keep pace with technological innovations and developments as a way of protecting investment in technology.
    • Facilitate knowledge transfer on MFSP and Payments Gateway to the IT Operations and IT Applications Teams to ensure proper handling of the Platforms on a day to day basis.

    Minimum Qualifications, Knowledge and Experience

    • A Bachelor’s degree in Computer Science, Information Technology or related field. A Master’s degree in Technology or Business related course is an added advantage.
    • Minimum of 8 years’ experience in IT systems development within a large highly digitized organization designing, implementing and managing mission critical systems, with at least 4 of those years within application development and support.
    • Minimum of 5 years’ experience in Financial Services supporting payment solutions and mobile money integrations.
    • Hands on experience in software development with major languages Java, C++, C# and practical experience using relation RDBMS e.g. Oracle and MS SQL
    • Hands on experience in software development with major languages Java, C++, C# and practical experience using relation RDBMS e.g. Oracle and MS SQL etc
    • Hands on experience in complex mobile financial services, payment solutions and systems integrations using major SOA tools (Oracle Weblogic/ESB/SOA).
    • Experience with formal software development processes and methodologies such as Waterfall, Agile, RUP, SCRUM or MSF.

    • Experience in designing and working with n-tier architectures (UI, Business Logic Layer, Data Access Layer).
    • Expertise in various programming languages and data interfaces (.Net 4.0 Framework, C# Programming, XML, Java, Object-oriented programming, etc.).
    • Knowledge and expertise in SOA, Web Services, Data Services, and application program interfaces (API) architectures.
    • Deep understanding of industry standard formats and protocols (JMS, SOAP, XML/XPath/XQuery, REST and JSON)
    • SQL query writing skills.
    • A good knowledge of the systems and processes within Financial Services industry especially Core Banking, Payments, Channels, CRM and Data Management. 

    Key Competencies and Skills

    • Ability to work independently under strict deadlines.
    • Good reporting skills
    • Results oriented, analytical thinker, problem solving skills.
    • Good interpersonal and communication skills.
    • Good understanding of existing and emerging technologies.
    • Demonstrated good planning and organization skills.
    • Team player and must have integrity.

    Method of Application

    Use the link(s) below to apply on company website.

     

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