Workforce Manager & Customer
Experience
Position
To provide effective real time and
effective analysis, scheduling and forecasting of human resources at the KCB
Customer Experience
Responsibilities
·
Monitors forecasting effectiveness
and accuracy at all levels.
·
Ensures service levels and
productivity goals are met, implements and maintains workforce management
platform.
·
Maintains and analyzes workforce
performance, lead analysis and staffing change data for continuous quality and
productivity improvement.
·
Coordinates all reporting related to
workforce management.
·
Develops performance indicators and
reporting mechanisms to measure operating standards and to facilitate effective
decision making support.
·
Organizes project tasks, structures
information, and collection activities and sets time lines for completion of
required tasks.
·
Develops and maintains scheduling
processes.
·
Serves as the resident expert on
workforce management software package.
·
Participates in long range planning
and the formulation of goals.
·
Oversees technology and process
improvements to ensure the highest level possible customer satisfaction and
cost effectiveness.
Qualifications
·
University Degree preferably in a
Business related field.
·
A Master’s degree or Professional
qualifications in Workforce Management.
·
Have at least 6 years’ experience in
customer experience with below responsibilities:
1. 3 years’ experience in a contact centre
2. 2 years’ experience in workforce management
3. 1 year experience in bank operations
·
A thorough knowledge of Retail
Banking products and services, and extensive Banking Industry knowledge.
·
Excellent high quality interpersonal,
communication and negotiation skills with the ability to network and develop
strong business relations
·
A good understanding of risk, credit
policies and procedures.
·
Strong leadership skills with
demonstrated competences in championing high performance management.
·
Excellent planning, organization,
problem solving and analytical skills.
How to Apply
Leadership Center Caretaker
The Position
Reporting to the Property Manager,
the job holder’s role will be to oversee the operation of KCB Leadership Centre
which ranges from physical property management, facilities management and
security operation in liaison with security department.
Responsibilities
·
Meet with prospective tenants to show
properties, explain terms of occupancy, and provide information about local
areas.
·
Inspect premises, facilities, and
equipment routinely to determine necessity of repairs or maintenance.
·
Investigate complaints, disturbances
and violations and resolve problems following management rules and regulations.
·
Plan, schedule, and coordinate
general maintenance, major repairs, and remodelling/refurbishment activities
·
Manage and oversee operations,
maintenance, administration of Plant, Lifts, machinery etc.
·
Maintain records of usage activity,
special permits & licenses issued and track property availability.
Qualifications
·
University degree in Engineering related
courses/Building and Construction/ Land Economics from a recognized university.
·
Professional qualifications in
Engineering related courses/Building and Construction/ Land Economics.
·
At least 3 years of facilities
management especially of modern high rise buildings
·
At least 3 years Risk Management
experience
·
At least 3 years in team management
·
Willing to learn and highly adaptable
to changes.
·
Planning and Organizing skills
·
Project Management Skills
How to Apply
IT Software
Quality Assurance Analyst
The Position
Reporting to Senior Manager, IT
Software Quality Assurance, the position is responsible for performing quality
reviews on business requirements, developing standardized testing methods and
strategies, leading execution of functional and non-functional tests and
implementing quality testing and reporting processes in order to track and
ensure adherence to quality software development process and products.
Responsibilities
·
Champion and coordinate business
requirements reviews across functional teams and ensures that the business
requirements are complete, precise and testable.
·
Works with project team to define and
create overall project test strategy/test plan, plan test schedules or
strategies and Identifies test resources, estimates test effort in accordance
with project scope or delivery dates and ensures that the test strategy is
achieved.
·
Develop, document and maintain
functional and non-functional test cases, test scripts and other test artifacts
like the test data, data validation, harness scripts and automated scripts.
·
Works collaboratively with the
business units and project teams to execute and validate test cases based upon
business requirements and ensures that the test cases are traceable to the
requirements.
·
In collaboration with GEA and other
critical stakeholders, tune the SQA processes, adopt tools and define re-usable
templates in-line with the adoption and maturity of the SQA Framework.
·
Define test process including
required test activities and deliverables, conduct Test Readiness Assessment,
establish test beds and ensure that test beds are available for all planned
white box and black box testing activities.
·
Engages, champions and collaborates
with technical teams / personnel in non-functional testing including
integration, regression, load, performance, security and usability testing.
·
Prepare, share and review test
results periodically, report any defects, bugs, errors, configuration issues,
and interoperability flaws and develop test acceptance reports for projects and
software changes.
·
Works with business units to perform
post deployment sanity and regression tests and post-implementation review
within defined period to confirm that the deployed solution works as per the
business requirements.
·
Participates in formulation and
Implementation of Software process improvement policies and strategies for IT
division.
Qualifications
·
A Bachelor’s Degree in Computer
Science or any Information Technology related field from a
recognized and reputable University.
·
Professional IT certification in the
following is desirable: Certified Business Analysis Professional (CBAP), ISTQB,
and ITIL
·
A minimum of 3 years work experience
in software development, software quality assurance and testing
·
At least 2 years’ experience in
systems support and administration.
·
A broad understanding of software
quality engineering principles and testing methodologies.
·
Knowledge of SQL scripting with
relational databases and experience with Unix/Linux operating systems
·
Excellent Analytical and
Problem-Solving Skills
·
Thorough Understanding of Software
Development Life Cycle (SDLC) paradigms including Agile Development Process
·
Experience with testing of Mobile
& Web application and testing of interfaces and integrations
·
Creativity and alternative thinking
to develop new ideas for and answers to software quality related problems.
·
Strong Written and Verbal
Communication
How to Apply
Information Architect
The Position
Reporting to the Senior Manager, the
incumbent is responsible for developing IT information models (message
protocols, defined data structures, schemas, information types and workflows)
and relating documentation for IT Systems in use by or to be procured by the
Bank in line with Bank policy, Business Processes, Architecture and Best
Practice, standards and methods
Responsibilities
·
Coordinating information flow through
the enterprise, eliciting business requirements and generation / development of
relevant business requirements documentation.
·
Translate user needs into functional
requirements. Identify user requirements by researching and analysing user
needs, preferences, objectives, and working methods; studying how users consume
content, including data categorization and labelling, meeting with focus
groups.
·
Investigating the requirements of the
customers for the content and structure of information deliverables.
·
Perform a content inventory showing
all content elements, relationships and dependencies.
·
Validates information delivery by
developing and completing usability test plans; evaluating traffic patterns and
studying user feedback.
·
Communicating with clients to
understand their business requirements. Ensure documented content meets
audience and organization needs as well as analysing users experience and their
problems
·
Developing practical plans in order
to support organizational development. Identify content that helps support user
goals and business goals.
·
Keeps up-to-date and knowledgeable
about industry trends and emerging technologies associated with Enterprise
Information Architecture.
·
Developing and building consensus for
a strategic vision and roadmap for the organization to identify and prioritize
information architecture projects and
·
investments, consistent with the
business strategies, which includes information governance policies and
processes for the management and use of information.
·
Lead the identification and analysis
of the Bank’s business drivers to derive Enterprise business, information,
technical and solution architecture requirements.
·
Assess the current IT environment to
detect critical deficiencies and recommend solutions for improvement in line
with the Bank’s strategy and delivery priority of the IT programs.
·
Lead the development of an
implementation plan for the Enterprise Architecture models based on business
requirements and Information Technology strategies.
·
Market the Enterprise Architecture
function, process and results, in particular to the business side of the Bank.
·
Establish standards, guidelines,
checklists and processes for architectural development and compliance.
·
To build and maintain productive
relations with Sector Heads/Relationship teams/Product houses/Finance/
stakeholders to drive delivery of business solutions and revenue growth for the
specific sectors or portfolio.
·
Ensure timely preparation of relevant
reports, financial and performance metrics’ and cascade to the team in a timely
manner or as per SLA.
·
Ensure compliance to the Bank’s policies,
procedures and regulatory requirements.
Qualifications
·
A Bachelor’s Degree in Computer
Science, Information Technology or related field from a recognized
and reputable University.
·
Professional IT certifications in the
following: ITIL Foundation; Prince2 Practitioner; Business Analysis e.g. CBAP
·
Other relevant Technical
Certifications e.g. SQL, Data Modeling, Software Development
·
Minimum 5 Years of Experience
in a similar business analysis related role
·
Ability to perform impact analysis of
new and proposed architectures in relation to the current landscape and
available technologies utilized in the IT environment.
·
Ability to conceptualize, formulate,
and present complex business demands / requirements via comprehensible models
and templates.
·
Hands on experience with project
methodologies i.e. SDLC processes & agile based development methodology.
·
Knowledge of SOA approach and its implementation,
web-based systems architecture, enterprise application integration as well as
experience managing expectations and priorities.
·
Knowledge of data representation in
JSON, XML, XSLT mapping and usage of SOAP/HTTP, REST and JMS/MQ protocols.
·
Working experience in UML.
·
Good working experience with all the
tiers of architecture – infrastructure, database, integration, application, UI,
network and security.
·
Must have a strong and proven
software development background.
·
Sound knowledge of various messaging
architectures.
·
Participation in key/large projects
as an architect.
·
Excellent verbal and written
communication; self-motivated, dynamic, team player, result driven,
relationship builder, independent worker with excellent interpersonal relation
building skills.
How to Apply
The above positions are demanding
roles for which the Bank will provide a competitive package for the
successful candidate. If you believe you can clearly demonstrate your abilities
to meet the criteria given above, please apply on our careers portal.