Vacancies at KCB Bank Kenya

Key Responsibilities:

•   Providing the highest level of technical skill and expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights and Windows and Linux Operating systems and related network services protocols such as TCPIP, Telnet and DNS
•   Monitoring and supporting the availability of the customer experience systems including but not limited to Microsoft Dynamics Servers, Cisco PCCE, Calrec and Customer insights servers and client telephony endpoints.
•   Designs, implements and oversees a proactive process to collect and report data and statistics for customer experience systems environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performance
•   Ensure robust and reliable telephony, social media, email, customer engagements and other touchpoints are captured and responded to on various customer experience platforms
•   Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for customer experience platforms
•   Actively participate and engage in procurement and contracting of customer experience systems software licenses and maintenance contracts
•   Design and oversee new applications and enhancements to existing applications, software, and operating systems. 
•   Research, monitor and recommend state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving customer experience business objectives
•   Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
•   Develop, implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability

For the above position, the successful applicant should have the following: 

• University Degree in Information Technology, Computer Science, or a related discipline.
• Professional Qualifications: MCSE /MCITP/MCSA 
• At Least 5 years' extensive technical knowledge and experience of Telephony and CRM Technologies.
• At Least 4 years' extensive technical knowledge of Microsoft Active Directory, DNS, DHCP, TCP/IP
• At least 2 years' knowledge of Customer Experience Systems Implementation & Capabilities

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KEY RESPONSIBILITIES:

• Lead development, implementation and maintenance of ESB and OpenShift Container Platform (OCP)
• Lead development activities implementing solutions including developer setup, deployment, build and release, packaging and configuring the environment.
• Design and develop different types of services & micro-services and exposing them for all business domains in the Middleware environment.
• Develop services to wrap Third party services, exposing functionality to store/retrieve/archive/manage in the middleware environment.
• Mentor integration team through coaching and lead the integrations specialists in their work.
• Perform regular code reviews to ensure conformance to standards and best practice. 
• Write secure, reusable and easily maintainable code that adheres to software development best practices.
• Ensure compliance of quality processes and standards.
• Development of deployment notes/ dependencies.
• Support Modernize & Transform Integration Workforce/Skillsets 
• Ensure business and technical architecture for Integrations aligns with the customer’s functional and non-functional requirements. 
• Support or Advice architectural strategies and best practice approaches
• Build, maintain, and manage a world-class API & Integration platform.
• Lead the technical direction of solutions for the business in the scrum teams.
• Regular code reviews for standards and performance.

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KEY RESPONSIBILITIES

• 24/7 Attendance to breakdown  and resolution in the Gigiri data center.
• Evaluate environmental management system and power systems(ups)  equipment daily logs and ensure closure of identified issues.
• Effectively managing and documenting scheduled preventative maintenance for equipment  Fire Suppression, UPSs, Generators, inverters, Electrical Installations and Air Conditioning for the data centre.
• Monitor and provide technical support for Power systems in Data Centers, Bank channel outlets and mitigation of operational risks.
• Manage and ensure timely renewal of contracts for Uninterruptable Power Supply (UPS’s), Generator and Energy Monitoring System (EMS) for data centers and branch network.
• Scope, provision, and implementation of technical requirements for Power System equipment and infrastructure.
•    Accurately managing asset inventory and reconciliation with asset register for the      gigiri data center  facility and Power systems infrastructure across the bank channel outlets ,managing equipment movement and documentation.(Run Books, layouts, drawings, asset inventory (UPS, Generator, air conditioning systems)
• Analyse vendor performance through various statistical and reporting methods and recommending changes necessary for improvement.
• Prompt raising of requisitions, invoice processing and reconciliation and ensuring all Power Systems records are updated and available for reference.
• Gigiri DRS Centre management: Ensuring site/office cleanliness, management of contracted support staff, enforcement of security & documented procedures regarding site access and supervision of repairs and maintenance works.

Academic & Professional

Education  

• Bachelor’s Degree    Electrical /Mechanical/Mechatronics Engineering    RQ

Professional Qualifications    

• Registration with EBK    RQ     
• Master’s Degree    Engineering/Technology, Procurement    AA     

Experience

• Total Minimum No of Years’ Experience Required    5

Detail    Minimum No of Years    Need Type[2]

• Data Centre Operations    3    ES
• Electro- mechanical systems i.e. UPS, generator air conditioning systems)     3    ES
• Low Voltage Power Infrastructure, Standards and operation    3    ES
• Experience Area: Administrative skills     3    ES
   

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Key Accountabilities (Duties and Responsibilities)          
Perspective % Weighting (to add up to 100%) Output
Product Development    25%    

• Drive product monitoring and control of Cash Management products in liaison with Cash Management BDMs, Relationship Managers and other relevant stakeholders. 
• Ensure implementation and cascade of all appropriate procedures in line with the requirements and process in ‘user’ units.
• Ensure adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment.
• Stakeholder management to ensure alignment on delivery of Cash Management products.
• Restructuring products when necessary and Managing the restructuring process
• Review existing products and continuously improve on them.
• Formulate effective product documentation, policies and procedures, SLA’s to effectively deliver the envisaged propositions
• Issue resolution in relation to Cash Management products together with the Product support team
• Ensure implementation and cascade of all appropriate procedures in line with the requirements and process in ‘user’ units.
• Contribute to the formulation of the sales budget/pricing process including concessions.
• Conduct regular portfolio reviews to identify areas of improvement and develop tactical plans towards achieving set risk and compliance criteria.
• Responsible for the implementation and adoption  of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes within Cash Management products
• Using available products, e-Channel & e-Commerce marketing/sales performance i.e. volume, pricing and related revenue, provide impactful recommendations based on internal data, external trends, competitive forces and technology advancements.
• Provide regional strategic input for the Cash Management products.

Financial 20%    

• Achieve Product, e-Channels and e-Commerce revenue target and growth as determined.
• Tracking and regular review of products and channels from client feedback and market trends to increase utilization of Cash Management products by current and prospective customers.
• Together with the Head, Cash Management follow up with business development and other business segments to ensure appropriate drive of Cash Management products.
• Identify and develop performance metrics to ensure attainment of business case objectives i.e. benefits realization tracking.
• Manage unit’s expenses in liaison with Head, Cash Management 

Service Delivery (Client Focus)     20%    

• Assist to implement a team culture that focuses on customer service and service delivery.
• Manage and retain key stakeholder relationships and focus on building strategic relationships with key decision-makers.
• Manage and coordinate Cash Management client engagement efforts across relevant business units (when applicable) by ensuring that individuals are clear on their contribution and expected outcomes.
• Participate in customer surveys (internal and external)
• Develop in-depth knowledge of the client’s strategy, business, financial performance, industry outlook/trends, specific segment knowledge and general macroeconomic issues and trends in the country and ensure that this is transferred to the relevant internal

Risk and Compliance (Internal Processes)25%    

• Ensure the implementation and regular review of product programme guides for all product sets.
• Coordinate and assume responsibility for compiling and communicating to all stakeholders, on a regular basis, information relevant to Cash Management portfolio.
• Conduct regular portfolio reviews to identify areas of improvement and develop tactical plans towards achieving set risk and compliance criteria.
• Responsible for the implementation and adoption (within Cash Management unit) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes.

Brand and Culture     10%    

• Represent the Bank at sales forums and industry events.
• Promote the KCB brand.
• Create product awareness within the bank through quarterly training of branches, support and business-teams in order to embed a Cash Management culture 
• Planning and developing the marketing strategy for Cash Management products portfolio
• fications

Academic:

• A Bachelors’ degree in Business Management with a bias in Information Technology, Information Systems, Administration, Commerce, Accounting, Economics or Finance
• Possession of MBA/ MSc. in a relevant field will be an added advantage 

Desired work experience and Skills: 

• At least 10 years work experience in Banking, (6) of which should be in Transaction Banking or Cash Management solutions
• Vast experience in product development, support, and implementation
• Commercial Awareness & Business Acumen: identify opportunities for revenue generation Excellent research, analytical, and problem-solving skills. 
• Technologically savvy and appreciation of current ICT trends. 
• Excellent research, analytical, and problem-solving skills. 
• Experience in customer relationship management 
• Integrity & courage to challenge actions within various business units and the status quo. 
• Strong persuasion, management and communication skills
• Strong organizational skills
• Excellent stakeholder management skills 
• Creative approach, with the ability to anticipate challenges and develop innovative solutions. 

Professional Qualifications:

• Professional qualifications in IT or Sales
• Master’s degree in a relevant field from a recognized institution is an added advantage 

Ideal Job competencies

Technical Competencies

• Good knowledge of Cash Management solutions and processes
• Good understanding of the CBK and Banking Acts and their implications on the organization.
• General awareness of the banks products and services.
• General awareness of the banks procedures and the requirements of the Cash Management operations manual.
• A detailed knowledge of the market segments targeted.