Openings at NCBA Group

Job Purpose Statement

The Network Administrator role is to design, plan, implement and support the IT network in the organisation, and the related infrastructure. The Network administrator should be expert in
network infrastructure and security technologies. The role should design networks for the required performance, capacity management considerations, and should be capable to align the network requirements with the costs in implementing and supporting the platforms.

Key Accountabilities (Duties and Responsibilities)

• Network Planning 40% Design, and implement organisational network to achieve performance and availability targets.
• Network Management 30% Manage network availability, Service Recovery, to ensure projects, incidents; problems are addressed according to defined set of policies, processes, procedures and SLA's.
• Network Integration 10% Effectiveness of integration of network strategy / blueprint with the bank's business direction
• Network Security 10% Effectiveness of the network security (policy, controls and infrastructure) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access
• Network setup 10% Plans, Designs and implements network projects in accordance with Bank’s requirements and Monitor Capacity/Performance of the networks to ensure optimum efficiency

Ideal Job Specifications

Academic:

• Bachelor’s Degree in Computer Science, Information Technology or related field.

Professional:

• CCNA, other relevant professional qualifications in IT field would be an added advantage
• Project Management certification and experience is preferred e.g. PRINCE2, PMP

Desired work experience:

• Three years’ experience in network support on medium to large organizations.
• Working experience in a bank or other financial services organization would be added advantage

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Job Purpose Statement

Responsible for the strategy, design and solutioning of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture. This role will also be responsible for driving and implementing a VOC programme and CX measurement framework, working cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.

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
• Certification as a research analyst
• Quality Assurance experience an added advantage

Desired work experience:

• At least 6 years working experience in a customer service environment and/or customer insights & analytics

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JOB PURPOSE STATEMENT

Digital Business is mandated to diversify the NCBA target market with a proposition that targets a complementary consumer mass market and the micro and small enterprise (MSE) market. Digital Business operates in all countries that NCBA is licensed to offer banking services, and shall also operate through partners in other countries that NCBA may not have a banking presence.
Digital Business product portfolio is organized along 2 distinct propositions; (i) mobile banking – offering a mobile-centric savings and micro-credit services to mobile money customers and (ii) digital consumer banking services offered to individuals and small/micro businesses. The purpose of the role is to provide guidance and support to the consumer /Merchants of the digital
banking service and ensure delivery of a unique brand experience. The primary role is to achieve quality business growth as well as deliver a prompt and exceptional customer experience to achieve the overall business targets in the Distribution Hubs. The responsibilities incorporate selling the digital banking service Loop to potential Consumers/Merchants in the assigned territory to achieve individual targets.

KEY RESPONSIBILITIES & PERCENTAGE (%) TIME SPENT

• Achievement of defined business targets through managing sales activities (Direct & Indirect) within the assigned portfolio/ store (30%)
• Manage & coach a team to deliver quality brand experience through all customer engagements (20%)
• Manage & coach a team to generate new business from existing customers in assigned sales territory (10%)
• Ensure 100% participation and target achievement in product promotional activities, customer events and scheduled product clinics (20%)
• 100 % Compliance to policies, processes and procedures (20%)

MAIN ACTIVITIES

Sales

• Champion the achievement of the defined business targets to ensure growth and profitability of the business within the assigned team.
• Lead a team to provide accurate and comprehensive product related information to all Bank’s customers (potential and existing).
• Lead a team to sell the assigned digital products in a proper, professional and efficient manner and ensure he/she does not do anything likely to impair or damage the reputation or business of the Bank.
• Cross-sell to ensure uptake of the full range of products offered.

Customer Service

• Provide product information and support to customers as well as effectively respond to customer enquiries to maintain consistency in the brand experience.
• Adherence to quality standards and SLAs within the service outlet to maintain the brand experience and customer promise.

Compliance

• Lead a team to ensure adherence to established processes and procedures. Identify potential risks to the service and product offering and provide mitigation strategies.
• Understand and comply with requirements of all relevant risk management policies.
• Use of CRM to capture customer information.

Other

• Assist in identifying customer needs not met by existing product and the implementation of new products/ services. Keep abreast of the rapid pace of product development to be able to sell new products.
• Assist in the organization and participate in Public relations activities and sponsorships that aim to improve NCBA’s brand image in the market.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• A university Degree. 
• 2 – 3 years of Customer service experience.

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Job Purpose Statement

The Customer Experience Design Lead is responsible for our customer’s end-to-end and future-state journey. CX Design Lead is a collaborator and cultivator who works with partners across the organization and stewards our experience vision in a way that harmonizes the delivery of our collective experience efforts. This includes efforts to close competitive gaps and leapfrog in the marketplace. Additionally, the CX Design Lead ensures all teams are aligned with the CX journey vision for projects and efforts they are accountable for.

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
• Certification as a research analyst
• Quality Assurance experience an added advantage

Desired work experience:

• At least 6 years working experience in a customer service environment and/or customer insights & analytics
• Familiarity with both quantitative and qualitative research methods + research best practices.
• Hands-on experience in building data-driven models and dashboards

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Job Purpose Statement

Responsible for analysis of Quality data to generate reports and insights that support to the CX partners, tracking of daily compliance to assigned Bank processes and procedures and working with the CX Business partner to identify areas of intervention. 

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
• Branch experience would be an added advantage

Bank Core Value Behaviours (Performance Drivers)

• Open
• Trusted
• Responsive
• Driven