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Commercial Bank of Africa Ltd (CBA) is the largest privately owned bank in East Africa and has been operating for over 50 years. CBA was founded in Tanzania and branches were set up in Kenya and Uganda shortly thereafter. CBA began as a subsidiary of Societe Financiere pour les pays D’Outre Mer (SFOM), a Swiss-based consortium bank. Other consorti...
JOB PURPOSE STATEMENT
Responsible for determining if the customer experience services provided by CBA are meeting set quality standards. Assessing quality of service delivery at all customer touch points and making recommendations that translate into superior customer experiences.
Close partnering with teams under Quality Assurance Program to positively influence performance that ensures achievement of CBA Customer Experience KPIs.
KEY RESPONSIBILITIES
COMPETENCE REQUIREMENTS
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: TEAM LEADER, IT SUPPORT OPERATIONS
JOB PURPOSE STATEMENT
The IT Support Operations Officer role is responsible for the provision of ICT support to the Core Banking Systems and other Business systems by providing technical assistance, analysis and solutions to issues reported or escalated from the service desk and the Daily COB (Close of Business) activities are performed across all Core Banking platforms as per the documented procedures.
The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers.
KEY RESPONSIBILITIES
COMPETENCE REQUIREMENTS
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
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