Latest Vacancies at HFC Limited

Reporting To: Team Leader Customer Service

Job Description

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.

Responsibilities

• 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.

Qualifications

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

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Reporting To: Head of Digital Transformation & PMO

Job Description

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.

Responsibilities

• 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

Qualifications

• 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.
• 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.

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Reporting To: Head of IT Operations

Job Description

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.

Responsibilities

• 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 services

Qualifications

• 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.
• 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