KCB Group Limited
Workforce Manager, Customer Experience
Dec 6, 2017
IRC 3567
Full time
Nairobi
The Position: To provide
effective real time and effective analysis, scheduling and forecasting of human
resources at the KCB Customer Experience.
·
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.
The Person:
For the above position, the
successful applicant should have the following:
·
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:
·
3 years experience in a contact
centre
·
2 years experience in workforce
management
·
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.
The above position is a demanding
role for which the Bank will provide a competitive remuneration package to the
successful candidate.
Information
Architect (Re-Advertisement)
IRC 3358
Full time
Nairobi
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
Key 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.
The Person:
For the above position, the successful applicant should have the
following minimum requirements:
·
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.
The above position is a demanding role for which the Bank will
provide a competitive remuneration package to the successful candidate.
If you believe you can clearly demonstrate your abilities to
meet the criteria given above, please CLICK HERE to log in to our Recruitment
portal and submit your application with a detailed CV.
To be considered your application must be received by Tuesday
19th December, 2017
Only short listed candidates will be contacted.
NB: In the event that you are invited to interview for any
positions, we will require that you provide us with the following documents:
·
National I.D.
·
KRA Pin Card
·
Birth Certificate of self
·
Passport Photo (White Background)
·
NSSF Card
·
NHIF Card
·
Police Clearance Certificate (less
than 5 Months old)
·
Academic and Professional
certificates, including official transcripts
·
Certificates of Service from previous
employers as applicable