Vacancies at Sidian Bank

JOB PURPOSE

IT Service Desk function acts as a single point of contact between IT department and the business units for all incidents, service requests, change notifications and any other necessary communications.

The Service Desk Analyst will report to the Client Services Manager – IT, and will work closely with other members of the IT department to support all end users (Head Office Staff and branch users).

KEY RESPONSIBILTIES

• Acts as a single point of contact between the IT department and the business units for all incidents, service requests, change notifications, and any other necessary communications.
• Log all service desk interactions and document issue resolution using the ITSM system.
• Identify and effectively prioritize situations requiring urgent attention.
• Provide first level support for all hardware and software issues logged by users.
• Issue timely communication and status update for critical and high incidents.
• Escalate incidents/service requests that cannot be resolved
• Consistently monitor the status of all logged incidents and requests and escalate to a higher resolution level when service level agreements are in breach.
• Advise and educate users on appropriate action.
• Escalating recurring incidents to Problem Management where the PM team will conduct a root cause analysis and find an ultimate solution to the incident.
• Follow standard service desk procedures
• Install and support user applications such as Office 365, Windows Operating system and Sidian Bank Applications
• Maintain accurate inventory of all hardware and software resources and parts
• Maintain excellent communication with all end users and other members of the technology department
• Work with IT suppliers as needed
• Project work that involves first level support for new systems.

KNOWLEDGE, SKILLS AND EXPERIENCE

• University degree in Information Technology or Computer Science from a recognized university.
• Preferably ITIL Foundation certified
• Knowledge and experience on IT Service Desk practices
• Able to work under pressure and meet deadlines.
• Attention to details.
• Able to manage and priorities and tasks and time efficiently and demonstrate proactive approach to daily tasks.
• Communication skills.

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JOB PURPOSE

To provide second level user support for the T24 core banking system at both Branch and Head Office levels, and ensure T24 availability and uptime. In addition, this role will monitor performance of T24 and escalate high impact issues to the supervisor. To develop new processes and modify existing T24 functions to meet business requirements. To develop applications that interface with the Core Banking system to extend its capability.

To closely work with testing teams to ensure solutions developed are defect free and meet business requirements.

KEY RESPONSIBILTIES

• Provide second level support to all users at branch and Head Office.
• Review fault/incident logs to ascertain and address all T24 issues.
• Provide after hours support in line with Service Level Agreements to ensure Customer Satisfaction
• Ensure all faults/incidents are resolved within agreed SLAs and escalate all faults/incidents to the responsible party
• Review system environment and user requests with the sole objective of providing solutions.
• Work together with the IT team to meet the business objectives
• Conduct periodic checks on the T24 system to identify weaknesses and challenges and provide solutions.
• Implement changes as per the business needs.
• Participate in project implementation as assigned.
• Identify shortcomings on the bank’s core application system and provide solutions to improve or rectify it according to business requirements.
• Provide solutions to issues arising from the T24 banking system.

MAIN ACTIVITIES

Core Banking and Channels Development

• Responsible for core banking and Peripheral systems software development in all stages from technical design to delivery.
• Meticulously perform coding, code review and unit testing for the core banking system.
• Design and implement new functionality and enhancements based on CRs and BRDs.

Support and Problem Management

• Provide 3rd level support for escalated issues from the IT Operations and Support teams
• Support, maintain and audit existing service lifecycle artefacts to agreed SLAs

Process and Policies

• Adherence to internal policies and procedures for development and management of the core banking system and other best practice standards

Governance

• Enforce internal policies and procedures for the management of software applications along ITIL and other best practice standards.

DECISION MAKING AUTHORITY

• Operational – Solution Design dependent on CRs/BRDs assigned
• Strategic – Solution structuring to ensure ease of implementing future enhancements

ACADEMIC BACKGROUND

• University degree in Computer Science, Information Technology/Systems or IT related field

WORK EXPERIENCE

• Should have development experience in Temenos (T24) / other banking packages.
• At least two (2) years’ experience in T24 core banking system with strong Knowledge in T24 modules.
• Should be able to comprehend the configurations & customization requirements, provide Technical solution, wherever applicable.

PROFESSIONAL CERTIFICATION

• ITIL Foundation
• Certificate in Programming in any 2 languages.

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JOB PURPOSE

The Job holder will be responsible to solicit, build and maintain relationships with Business Banking clients through provision of highly analytical, professional and well-rounded service presentations and consultations of the Bank’s Business Banking products ranging from liabilities to asset facilities to serve as one-stop and all-rounded Banking experiences and promote Sidian as the go to SME Bank. This involves growing business in terms of liabilities and assets as well as non-funded businesses in areas such as trade finance, bancassurance, forex, transactional income and channels usage from the bank’s target markets to increase share of wallet for the bank.

This role is responsible for continuous enhancement of the breadth and depth of product lines for the business function to achieve and sustain competitive positioning in the target markets. Effective account relationship management resulting in optimization of customer satisfaction, retention and wallet share through selling multiple solutions from appropriate range of the bank’s product is critical.

KEY RESPONSIBILTIES

• Strategic input and planning
• Sales, Business Development & Relationship Management
• Risk Management
• Strategic Marketing
• Strategic customer experience
• Leadership & Management

Strategic input and planning:

• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Provide input and recommendations to the Business Banking short- and long-term strategy in a bid to grow the wallet share and maximize revenue for the department.

Sales, Business Development & Relationship Management:

• Develop a target market database of clients in the Bank’s desired industries/sectors, have well defined call objectives and drive a robust calling program that will generate sales and business for the Bank.
• Develop business opportunities and monitor business’s activities in line with the Bank’s long-term strategic and annual business plans and ensure that the Bank remains competitive and promptly reacts to changing market conditions and customer needs.
• Act as liaison between clients and internal operations team to timely and effectively understand and provide all types of banking products including but not limited to deposits, loans, trade finances and remittance for the clients.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate deposits, lending and revenues from existing and new customers in line with the enterprise strategy.
• Enhance relationship marketing and management – to establish, maintain, and enhance relationships with customers and other partners, at a profit, so that the both the customer and bank objectives are met achieved by a mutual exchange and fulfillment of the brand promise.
• Develop a focused relationship management system, which increases the Bank’s ability to increase the flow of business and generate lending, trade finance, deposit and cash management business from existing and new customers in line with the target market segments for the bank.

 Risk Management:

• Ensure full compliance with the Bank’s Credit Policy, Central Bank of Kenya guidelines and appropriate provisions of the Banking Act with respect to lending.
• Ensure customer value proposition is implemented in compliance with external and internal regulations & policies i.e. operational, credit, reputational and people risk.
• Facilitate and collect all clients’ required documents for application of banking facilities to verify their eligibility.
• Gather valid applicants’ financial records by obtaining and compiling copies of clients’ credit histories, corporate financial statement and other financial information.
• Solicit, build and maintain new and existing clients in accordance with the guidelines stated in the Business Banking policies and procedures to ensure sustainable and secure deposit and loan portfolios.
• Present and provide highly professional consultations to target corporate clients to address their demands and match with the Bank’s products and services.
• Discuss credit-related issues and loan packaging to provide sound financial advice and tailored solutions for the clients as well as to take the opportunity to cross-sell other banking products.
• Conduct financial analysis and interpret applicants’ financial status, credit, property evaluations, repayment capacity to determine feasibility of granting loans and other credit facilities.
• Conduct a site visit at clients’ business premise and proffered collateral during loan assessment process to obtain in-depth information concerning to the soundness of their business and purpose of loan application and ensure sufficient and acceptable security for the loan.
• Process and prepare Credit Appraisal Report for commercial applications including detailed loan appraisal write-up and detailed financial analysis of the corporate clients in order to submit for loan approval.
• Prepare and execute loan contracts and arrange loan disbursement timely and accurately to fulfill clients’ needs and satisfactions.
• Make regular site visits to existing clients to determine the actual conditions of the business and loan collateral whether it should remain the same or be downgraded as well as to develop relationship with clients as part of retention strategies.
• Closely monitor on recommended/processed loan for timely repayment and to ensure Portfolio At Risk remains within acceptable level.
• Follow up delinquent clients immediately and refer such case to higher authority to actively handle the loan portfolio.

Strategic Marketing:

• Embed strategic marketing by focusing on how to develop competitive advantage into the changing marketplace and leveraging on the banks distinctive capabilities to drive value.
• Enhance creation by creating, communicating, delivering, and offering solutions that have value for customers, shareholders and partners.
• Build the Sidian Bank Brand to ensure that the bank is top of mind as an enterprise bank.
• Strategic product development by continuously developing and refining the banks products.
• Gather insights and provide recommendations that position the bank as a leading SME go to bank which focuses on entrepreneur.

Strategic customer experience:

• Key driver for not only customer satisfaction, but building a base of promoters by enhancing positive customer experience and advocacy to drive competitive advantage, leading to faster organic growth and lower cost.
• Create a differentiated customer experience design, tailored to target customer needs and optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design.
• Link sales and service and embed customer service culture as the bedrock to grow the balance sheet.

DECISION MAKING AUTHORITY

• The role is highly guided by Policies and Procedures;
• Pricing structures and negotiation parameters;
• Range of products to support the client.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline e.g. business administration or finance.
• Master’s degree will be an added advantage.
• At least 8 years’ experience in banking.
• Sound knowledge of Business Banking/SME products, services and processes together with exposure in retail banking branch operations.

SKILLS & COMPETENCIES

• oven track record of growing a profitable and sustainable portfolio that delivers to the banks bottom-line;
• Profound understanding of SME market, key competitors and offerings as well as our competitive edges to win quality customers;
• Thorough understanding of CBK regulatory framework and pertinent regulations impacting corporate customers;
• Highly effective communicator with excellent interpersonal and motivational skills;
• Strong managerial, planning, analytical, decision-making, lateral thinking and project management skills;
• Excellent customer service, client relationship management, communication, negotiation, problem solving and interpersonal skills;
• Credit evaluation and analysis skills with extensive business insights related to commercial loans in Cambodia context;
• Financial literacy and ability to interpret and analyze financial statements (audited and/or management reports) of the business in order to access repayment capacity and financial soundness of the clients;
• Sense of judgement and common sense with both qualitative and quantitative tools to provide sound and comprehensive analysis/evaluation on complex credit applications;
• In-depth knowledge of the bank branch operations, rules and regulations, laws, granting loans, and credit risk management.

PROFESSIONAL CERTIFICATION

• Diploma in Banking – AKIB (added advantage)