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Banking Jobs in Kenya - CBA

IT Support Operations Officer

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

·         Daily COB Services: To execute all Daily COB (Close of Business) activities performed across the Core Banking Systems as per the documented procedures. (30%)
·         Incidents Management: To provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems within the agreed SLA. (30%)
·         Problem Management: To escalate problems and continuously engage with the 3rd level and/or 3rd party support vendors to ensure timely resolution of all escalated system faults/bugs on the Core Banking and other Business Systems. (20%)
·         System Administration: Perform day-to-day administration duties across the Core Banking and Business systems platforms so as to ensure system stability and consistent levels of service delivery. (15%)
·         System Reporting: Analysis, design and generation of various reports in an accurate manner and distribute in an effective and timely manner. (5%)
Competence Requirements
·         Technical skills to effectively perform ICT support activities/tasks in a manner that consistently produces high quality of service.
·         Demonstrable track record in the complete systems analysis cycle and relational database design skills.
·         Interpersonal skills to effectively communicate with and manage expectations of internal customers and other stakeholders who impact performance.
·         Attention to detail, ability to multi-task, good time management skill, prudent prioritization and effective structuring of work assignments.
·         Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
·         Team player and able to work with minimum supervision.
·         Innovative and enterprising in order to identify and accept change opportunities and effectively forecast impact of change and advice/implement interventions to mitigate risk.
·         Highly analytical in problem solving with the ability to apply original and innovative thinking


·         A Bachelor’s degree in Computer Science, Information Technology or related field.
·         Minimum 3 years’ experience with 2 years in an IT service support, systems analyst or service management role within a large highly digitized organization managing mission critical systems.
·         Minimum 3 years working experience in a busy IT environment as a systems analyst with hands on role in enterprise database management, application management and relational database design.
·         Minimum 2 years support of the current core banking system in the bank (T24) and a certification or recognized approved training in the same.
·         ITIL Foundation certificate.
·         One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be an added advantage.

·         Good understanding of the financial services and how IT contributes to the success of the financial institutions.
·         Sound knowledge of Information technology and related support architectures.
How to Apply

Quality Analyst, Customer Experience 
Reports To: Quality Assurance Manager, Customer Experience
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
·         QAP Quality Assurance Partnership Program: Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all customer queries and requests are handled within laid down processes and SLA (30%)
·         Customer Touch Point Quality Conducting Service Audits at all customer touch points so as to safeguard consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency (20%)
·         Process Improvement Closure of feedback cycle through analysis of customer feedback and provision of recommendations based on gaps identified from internal processes to improve customer experiences (20%)
·         Reporting Developing standardized testing methods and recommending process improvements based on data collected. Periodic preparation and analysis of Customer Experience reports and statistics in conjunction with relevant user departments to ensure implementation of corrective actions aimed at enhancing customer experience. Document quality reports, and effectively communicate the same ensuring uniformity in assessments and acceptability from users, escalating customer issues for further investigations (15%)
·         Risk Management Assist in ensuring all reports and activities comply with bank requirements in terms of rules policies and directives that eliminate any audit finding pertaining to established policies, processes, and tools to achieve optimal efficiency, compliance and cost containment.
·         Minimization of exposures to and impact of risks associated with service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory guidelines, Consumer protection act (Kenya) and any other consumer guidelines as guided by country of operations (15%)
Competence Requirements
·         Ability to work independently, self-directed and solutions-oriented and should be able to carry him or herself.
·         Excellent interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance
·         Knowledge and effective application of all relevant banking strategies, policies, processes, procedures, guidelines and project management methodology and to consistently achieve required compliance standards or benchmarks
·         Knowledge and understanding of emerging industry trends in Customer Experience
·         Should possess the sound organizational and planning skills with a solid an attention to detail.
·         Problem solving skills
·         Innovativeness and root cause analysis
·         Knowledge on internal bank policies, strategies, processes and procedures to consistently achieve required Compliance Standards or benchmarks
·         Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget.
·         Excellent written and oral communication skills
·         Quality orientation to ensure consistency in adhering and uphold performance standards for SLAs and quality of documentation.
·         Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
·         University degree Upper 2nd Class Honors or 3.0 GPA
·         At least 5 years’ progressive working experience in a Customer Service environment, preferably in a Service supervisory role
·         Proficient in use of relevant MS Office applications and statistical packages.
·         Certification in quality Assurance an added advantage
·         Lean Six Sigma an added advantage
How to Apply

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