Job Vacancies at Takaful Insurance of Africa Limited

Job Summary

Reporting to the Chief Executive Officer the ICT Manager will be an all rounded individual who will oversee all technology operations and evaluating them according to established company goals and objectives, devise and establishing IT policies and systems to support the implementation of strategies set by management and analyze the business requirements of all departments to determine their technology needs. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing network hardware, software, and communication systems. This role is also responsible for managing end-user customer service, telephone systems, data center, security systems and other electronic infrastructure.

Key Tasks, Duties And Responsibilities

• Network Management
  • Design and implement short- and long-term strategic plans to make sure network capacity meets existing and future requirements for both data and voice communication.
  • Manages all network hardware and communication equipment including installation, configuration, maintenance, and performance monitoring so as to ensure optimal operation and 24/7 service availability across the WAN
  • Conduct research and make recommendations on network products, services, protocols, and standards in support of network procurement and development efforts.
  • Continuously monitor network performance and provide regular reports to Management and Senior Executives, with recommendations and plans for correcting any network challenges.
• Information Security
  • Develops and maintains security procedures including administration of user accounts, permissions, and access rights in GT and other internal ICT systems, network servers and other access controlled areas within the company;
  • Manages and ensures effectiveness of security solutions, including firewalls, anti-virus solutions, and intrusion prevention systems, among others;
  • Perform periodic reviews of ICT security controls (Firewall, Antivirus, network access permissions, access control);
  • Maintains a secure IT environment within the company by identifying system requirements, installing upgrades as well as monitoring system performance;
  • Monitoring and ensuring integrity of backups on company systems to support business continuity;
• IT Asset Management
  • Verifying user needs and coordinate procurement process for ICT and related network, hardware and software;
  • Coordinate effective management of IT assets including inventory, equipment life cycle management and related documentation;
  • Plan, acquire, and coordinate installation of in-house and remote hardware and software across the organization’s network;
  • Enforcing compliance and regulation by ensuring all vendors and equipment (hardware, software and licensing) meet their specific standards;
• Service Management
  • Proactively monitoring ICT Infrastructure to ensure availability and reliability in support of business operations (departmental / functional). This involves reviewing of recurring incidences, service availability and adherence to SLAs/ (internal & external);
  • Establish service level agreements with end users, as well as provide them with support and training in local area network administration and usage;
  • Manage and ensure effectiveness of servers, including e-mail, print, and backup servers, and their associated operating systems and software. Responsible for on-site and off-site data centers;
  • Test server performance and provide performance statistics and reports; develop strategies for maintaining server infrastructure;
  • Provide guidance to junior members of the team, as well as carry out supervisory responsibilities in accordance with the organization’s policies;
  • Permanent member of the Strategic ICT Committee.Other Duties
  • Preparation of ICT Budget and ensure cost containment; and
  • Plan, manage and allocate duties to team members and monitor progress and performance.

Education

• BSc/BA in computer science, engineering or relevant field; MSc/MA will be a plus;
• Professional qualifications in ICT form a recognized institution with a project management background;

Experience & Key Competencies

• 5+ years of experience managing and configuring enterprise-wide LANs, WANs, WLANs, VPNs, etc;
• 3 years successful leadership of an infrastructure team;
• Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments;
• Strong analytical and problem solving skills;
• Strong interpersonal, written, and oral communication skills;
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations;
• Highly self-motivated, with good analytical and problem-solving abilities
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment;
• Working knowledge of some or all of the following: Windows 10, Windows server 20xx,
• Experience in analysis, implementation and evaluation of IT systems and their specifications;
• Sound understanding of computer systems (hardware/software), networks etc.;
• Experience in controlling information technology budget;
• Excellent organizational and leadership skills;
• Ability to think quickly on your feet;
• Highly action and solution oriented, organized with attention to detail;
• Highly adaptable and flexible to move with the changing needs of the business;
• Demonstrate customer focus and team work

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Job description

Job Summary

Responsible for planning, development and implementation of all of TIA’s marketing strategies, marketing communications, customer experience and public relations activities, both external and internal. Oversees development and implementation of support materials and services for staffs in the area of marketing, communications and public relations. Directs the efforts of the marketing, communications, customer relations and public relations staff and coordinates at the strategic and tactical levels with the other functions of TIA.

Key Tasks, Duties And Responsibilities

• Corporate Marketing and Market Development Strategy
  
  • Set specific marketing goals;
  • Design and implement marketing strategies aligned with business targets in consultation with the Shariah Compliance Manager;
  • Analyze sales and marketing metrics;
  • Research market to identify new opportunities;
  • Generate innovative ideas to promote our brand and our products;
  • Ensure brand consistency through all marketing channels;
  • Design and implement comprehensive marketing strategies to create awareness of the company’s business activities;
  • Generate ideas for promotional events or activities and organize them efficiently;
  • Plan and execute campaigns for corporate promotion, launching of new product lines etc;
  • Monitor progress and submit performance reports;
  • Conduct general market research to keep abreast of trends and competitor’s marketing movements;
  • Become TIA’s agent towards external parties such as media, stakeholders and potential clients and build strategic partnerships
  • Develop, coordinate and oversee programs, technical assistance and resource materials to assist staff in the marketing, communications and positioning of their activities.
• Customer Service/Care Management
  • Develop and manage customer experience;
  • Oversee the hiring, orienting and training of customer care staff to ensure a capable workforce;
  • Develop and implement customer care policies, procedures, standards and regulations necessary for ensuring a satisfied customer base;
  • Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs;
  • Follow up customers to ensure they receive optimal value from TIA services;
  • Handle tough or complex customer issue by analyzing said problems to come up with solutions effective in addressing customer complaints;
  • Provide customers with updates and periodic statements on service developments and changes in trends;
  • Use customer feedback to ensure client satisfaction;
  • Establish communication channels through which customers can send in their feedback or challenges for prompt resolution;
  • Analyze customer care data and statistics to obtain results useful in taking key business decisions;
  • Organize programs for customer care staff to update their job knowledge and enhance their skills;
  • Maintain proper record of all customer care operation and activities for reference purposes;
  • Assign and designate job territories to customer care staff according to their performance and qualifications;
  • Conduct surveys to determine the opinion of customers regarding TIA products/services;
  • Take ownership of customers issues and follow problems through to a resolution;
  • Set a clear mission and deploy strategies focused towards that mission;
  • Keep accurate records and document customer service actions and discussions;
  • Analyze statistics and compile accurate quarterly reports on customer service;
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Corporate Communication
  • Responsible for creating, implementing and measuring the success of a comprehensive marketing, communications and public relations program that will enhance TIA’s image and position within the industry and the general public, and facilitate internal and external communications and all TIA marketing, communications and public relations activities and materials including publications, media relations, client acquisition and so forth;
  • Ensure articulation of TIA’s desired image and position, assure consistent communication of image and position throughout the TIA;
  • Responsible for editorial direction, design, production and distribution of all TIA publications;
  • Coordinate the appearance of all TIA print and electronic materials such as letterhead, use of logo, brochures, etc; 
• PR and Media Relationship Management
  • Recruit, appoint and oversee the relevant PR agency;
  • Prepare articles and press releases for the media as necessary;
  • Ensure TIA protects and promotes its image in a proper, coordinated, and consistent manner
  • Cultivate and enhance collaborative working relationships within the press and publicity community;
  • Coordinate media interest in TIA and ensure regular contact with target media and appropriate response to media requests;
  • Manage the flow of news about TIA to the media;
  • Optimize communication system to enhance accuracy of communication;
  • Create effective communication channels;
  • Enhance effectiveness of press and publicity function;
  • Plan and oversee press events;
  • Establish a strong, long-term web presence;
  • Detect public relations issues as they emerge and address them directly;
  • Compose and edit press releases, company literature, and articles for internal and external use;
  • Responsible for producing valuable content for TIA’s online presence, editorial design and organizing the company’s publications;
  • Oversee the writing of blogs, social media, website content, newsletters, and investors reports;
  • Update in the social media highlights of new product launches, upcoming events, point out charitable giving, or tout TIA’s success in the media;
• Other Duties
  • Maintain close liaison with Management, other Departments and the branches in order to enhance a well-coordinated approach to service delivery and customer service;
  • Play an active role in promoting use of information technology;
  • Adhere to and manage the approved budget;
  • Perform other duties as directed by the Management from time to time.

Education

Bachelor’s degree in Business Administration; with CIM or equivalent qualification.

Experience & Key Competencies

• 6+ years’ experience in a similar role managing retail financial operations;
• Excellent computing skills;
• Analytical and eye for detail;
• Strong analytical and problem solving skills;
• Strong interpersonal, written, and oral communication skills;
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations;
• Highly self-motivated, with good analytical and problem-solving abilities
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment;
• Excellent organizational and leadership skills;
• Ability to think quickly on your feet;
• Highly action and solution oriented, organized with attention to detail;
• Highly adaptable and flexible to move with the changing needs of the business;
• Demonstrate customer focus and team work.